Aadishree Jadhav
Borivli, Mumbai
Summary
Ambitious professional seeking leadership role within esteemed IT industry, dedicated to utilizing expertise for organizational and personal advancement.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Team Lead
BNP Paribas India Solutions
10.2022 - Current
- Lead APAC Service Desk operations delivering timely, high-quality IT support while ensuring continuous SLA compliance.
- Managed the end-to-end incident lifecycle as an incident, coordinating cross-functional teams and stakeholders for effective major incident resolution.
- Drive Service and process transition initiatives, enabling smooth handholding of critical IT operations and ensuring operational stability.
- Continuously improve KPI performance across multiple End User Computing (EUC) services through structured monitoring and governance.
- Support enterprise IT change initiatives by coordinating with business users through regular communication, follow-ups, and readiness activities.
- Contribute to IT projects including infrastructure movement, expansions, migrations, and upgrades.
- Serve as Single Point of Contact (SPOC) for patching and upgrade activities, overseeing planning, execution tracking, and stakeholder coordination.
- Ensure compliance and governance adherence for all patching and upgrade initiatives through controlled execution and reporting.
Major Incident Manager
Link Group India
10.2020 - 10.2022
- Managing recovery activities and communication for all the Major IT incidents within customer centric SLA’s. Includes all stakeholder communications across various Senior and Executive sponsors throughout the organization, driving technical and business bridge (including Vendors / Partners) to restore services (both internal and external providers).
- Governance across all Incident priorities (SLA performance, quality, and process adherence). Lead ‘War Rooms’ during Major IT Incidents.
- Ensure key performance indicators are measured, analyzed and accurately reported to stakeholders for incidents of all priorities.
- Conduct PIR (Post Incident Reviews) between IT and the Business under problem management. Running Incident forums for incidents breaching SLA and complex low priority incidents.
- Hosting problem investigation or RCA investigation meetings with a technical team. Coordinating with customer & taking follow-ups on open issues.
- Providing detailed Incident summary reports and Post Incident Reports for the major and critical incidents occurred.
Associate Consultant
Capgemini
12.2018 - 09.2020
- Directed Major Incident Management efforts to achieve timely resolution and service excellence.
- Oversaw team operations during Major and Critical incidents, ensuring effective response.
- Facilitated recovery actions on emergency bridges while leading process improvements.
- Obtained essential approvals from business units and Security teams for incident handling.
- Conducted comprehensive analysis of incidents, focusing on trends and root causes.
- Partnered with technical teams to investigate problems, documenting solutions and preventive strategies.
- Convened Monthly PUB meetings to discuss problem records with CSM stakeholders.
- Evaluated Change Requests, verifying alignment with established conditions and objectives.
IT Executive, Service Desk
Microland
08.2016 - 11.2018
- Supervised daily activities of service desk agents while providing required technical support.
- Managed queue and SLA compliance, ensuring timely assistance to end users.
- Monitored events and alerts for critical application servers, escalating issues as needed.
- Conducted weekly and monthly reconciliation of Admin and RDP access on systems.
- Addressed unauthorized admin access flagged by IT security team per established protocols.
- Identified root causes for P1 and P2 incidents through thorough analysis.
- Chaired RCA calls to determine root causes and corrective actions; facilitated weekly problem management discussions.
- Initiated bridge calls for major incidents, coordinating with support teams to meet resolution SLAs.
Technical Support Engineer
Ace Computers
06.2015 - 08.2016
- Responsible for handling client’s IT Software issues and providing with 1st level technical support to the end user. Managing tickets for hardware issues and assigning to the respective local support team.
- Basic system installations and software configuration by remote assistance. Helping user with basic troubleshooting and resolution.
Helpdesk Coordinator
Onward eServices Ltd.
01.2015 - 06.2015
- Responsible for handling client’s IT software and hardware related issue.
- Ensure site engineers are maintaining track of calls and to follow up on status updates. Maintain reports of statuses of calls logged and resolved.
Education
PGDM - Service Excellence
Welingkar Institute of Management Development and Research
01.2021
B. SC. - IT
Mumbai University
Mumbai01.2013
HSC -
Maharashtra State Board
Maharashtra01.2010
SSC -
Maharashtra State Board
Maharashtra01.2009
Skills
- Customer relationship management
- Incident and problem resolution
- Change management
- Stakeholder communication
- Service desk leadership
- Cross-functional collaboration
- Training and development
- Critical thinking
- Client communication
- Project management
- Process improvement
Certification
- ITIL V4 FOUNDATION
- Advance Excel
Timeline
Team Lead
BNP Paribas India Solutions
10.2022 - Current
Major Incident Manager
Link Group India
10.2020 - 10.2022
Associate Consultant
Capgemini
12.2018 - 09.2020
IT Executive, Service Desk
Microland
08.2016 - 11.2018
Technical Support Engineer
Ace Computers
06.2015 - 08.2016
Helpdesk Coordinator
Onward eServices Ltd.
01.2015 - 06.2015
PGDM - Service Excellence
Welingkar Institute of Management Development and Research
B. SC. - IT
Mumbai University
HSC -
Maharashtra State Board
SSC -
Maharashtra State Board