Amey A Kamble
Pune
Summary
Results-driven IT Service Operations and Management professional with over 8 years of experience in delivering effective service management, and seamless service integration across complex, multi-supplier environments. Proven expertise in Service Integration and Management (SIAM), with a strong track record of driving the efficient operation of key ITIL processes, including Service Level Management, Major Incident Management, Problem Management, and Change Management.
Skilled in aligning cross-functional teams and third-party suppliers to ensure consistent service delivery, operational excellence, and continual improvement. Demonstrated success in supporting and optimizing IT operations within manufacturing, logistics, airlines, and telecom sectors.
Overview
8
8
years of professional experience
Work History
Major Incident and Problem Manager (SIAM)
Aptiv Components
Pune
07.2024 - Current
- Operating in a 24/7 global support model and managing major incidents across Aptiv's global manufacturing and engineering hubs in North America, EMEA, and APAC.
- Lead E2E coordination and resolution of major IT incidents impacting Aptiv's global operations, including enterprise applications, manufacturing systems, and cloud infrastructure.
- Managing lifecycle of Problem records by performing RCA analysis using 5 Why methodology and ensuring long-term resolution across global enterprise and manufacturing environments.
- Chairing and driving high-severity incidents by scheduling bridge calls and ensuring rapid diagnosis, technical escalation, and business impact mitigation and resolution.
- Maintaining and optimizing the Problem Management process aligned with best ITIL practices, ensuring accurate documentation, governance, and continual service improvement.
- Collaborating with cross-functional teams (Infrastructure, Cybersecurity, Application Support, Manufacturing IT) to ensure timely service restoration and align resolution paths.
- Delivering real-time communication and stakeholder updates throughout the incident lifecycle using standardized incident status banners.
- Analyzing the business impact by creating outage records, identifying probable causes and assessing the severity of the incident.
- Creating detailed Post-Incident Records with comprehensive overviews, findings and corrective actions for continuous improvement.
- Managing the incident lifecycle using the ServiceNow ITSM tool, including tracking, escalation, and resolution.
- Maintain & update, Known Error Database (KEDB) to assist with quicker incident resolution.
- Facilitating incident review meetings by focusing clear communication and aligning outcomes with management expectations.
- Creating Problem records and assigning the related problem tasks to the respective technical team and attaining business approvals for closure.
- Collaborating with External service providers, PSP's and cross-functional teams to ensure corrective actions, implement preventive measures and eliminate known errors.
IT Operations Manager (Mumbai Intl Airport)
Wipro Technologies Limited
Mumbai
12.2020 - 07.2024
- Deputed at Client Location (Mumbai International Airport Limited) as IT Operations Manager for managing Major Incidents and critical IT services by quickly identifying and addressing the issues compromising business-critical systems.
- Managing the lifecycle of Major Incidents related to Applications and Infrastructure services.
- Chair and drive Daily Operations calls, Weekly Escalation Reviews and Monthly Operations and reconciliation calls with Service Management, Internal and External stakeholders.
- Driving Critical maintenance and Upgradation activities related to IT Infra and attaining business approvals.
- Manage the implementation for Firewalls, Load Balancers, DNS, Routing, Backup, and Storage related activities.
- Producing documents that outline Incident protocols (MIR & RCA) and managing Emergency Change Requests (ECRQ) during non-business hours and granting Permission to Work (PTW) for scheduled changes.
- Analyzing and reviewing Incident, Problem and Process Quality trends to highlight and control gaps across the organization or process gaps within the team.
- Ensure the ITIL framework is followed and ensure the adoption of best practices across the organization.
- Streamline technical troubleshooting efforts and technical engagement as and when needed, including vendor support for Business-critical Incidents.
- Perform duties as Crisis Manager and collaborate with Tower leads during Major Incidents, Change or Business transitions.
- Matrix management of people, processes and resources including third parties.
Incident Response Manager
Tech Mahindra Limited
Pune
02.2019 - 12.2020
- Responding to a reported service incident and initiating the Incident Management process. Prioritizing incidents according to their urgency and influence on the business.
- Managing service delivery escalations from customer and technical teams.
- Collaborating with the Technical Delivery Teams to enforce ticket hygiene and Hosting Bridge calls to drive the Major Incident Management Process 24x7 to ensure the SLAs.
- Act as a liaison between Customers, Account Managers, Support Desk and Resolver teams. Ensure proper engagement and resolution from the beginning to the end of the Incident lifecycle.
- Preparing and managing Daily Incident Reports, Dashboards, KPI Reports and Service Management Reports.
- Responsible for maintaining KEDB, performing problem analysis, and determining & performing the root cause analysis.
- Perform critical monitoring of production systems using Dynatrace and Splunk and take the required steps to remediate the business impact.
- Providing 24X7 Infrastructure and applications Monitoring support related to applications, databases, network components, and storage devices.
Technical Support Executive
Infosys Limited
Pune
05.2017 - 10.2018
- Technical Support Executive for the client British Telecom UK.
- Supporting the different Telecom service providers of the UK and managing the Service Requests and complaints of the customers using BT's CORM tool.
- Provide support for critical batch processing activities - Autosys & CA7.
- Proactively working on customer complaints by analyzing the call traces and routing and switching of the network using the Citrix Applications.
- Coordinating with fellow teams and Service providers to make sure that the services are delivered to the end users within the desired SLA.
Education
B.E. - Electrical (Electronics and Power)
RTMNU
NagpurPost Diploma - VLSI and Embedded Systems
MSME's Indo-German Tool Room
AurangabadSkills
- SIAM - Service Integration and Management
- Major Incident Management
- Problem Management
- ITIL Infrastructure Management
- IT Operations Management
- Change Management
- Transition Management
- IT Infrastructure and Application Management
- Continuous Service Improvement Startegy
- IT Release Management
- Business Solutions Skills
- Cross-functional Collaboration
- Multiplatform Issue Management
Certification
ITIL V4 - PeopleCert
Cred ID : GR671539543AK
Knowledge Skills Abilities
- Service Integration and Management (SIAM):
Proven expertise in coordinating across multiple service providers to ensure end-to-end accountability and consistent service delivery. Strong understanding of SIAM governance models, operating frameworks, and performance management.
- Major Incident & Problem Management:
Experienced in managing major, client-impacting incidents across complex, multiplatform environments.
Skilled in leading technical bridge calls, coordinating cross-functional teams, and driving swift root cause analysis and service restoration.
Ensure timely communication through incident status banners and regular updates to the business, adhering strictly to SLA timelines.
Conduct post-incident reviews (PIRs) and drive problem management activities to identify and eliminate recurring issues.
- Technology & Tool Proficiency:
Strong technical skills across IT infrastructure and application environments.
Proficient with industry-standard ITSM tools (e.g., ServiceNow, Remedy, BMC, HP Service Manager) and monitoring platforms.
Deep understanding of current and emerging IT trends, with the ability to adapt and learn new tools and technologies quickly.
- Reporting & Communication:
Skilled in building and sharing insightful reports with senior management by synthesizing data from various infrastructure and application teams.
Deliver clear, concise, and timely communications during major incidents and change activities.
Excellent written, verbal, and interpersonal communication skills.
- Release and Change Management:
Solid working knowledge of IT Release Management and Change Management principles and execution.
Experience supporting release coordination across environments and ensuring minimal service disruption.
- Analytical & Problem-Solving Abilities:
Strong analytical mindset with proven problem-solving skills.
Capable of identifying patterns, trends, and root causes to improve operational performance and prevent recurrence of incidents.
- Work Ethic & Collaboration:
Highly organized with the ability to manage competing priorities in fast-paced environments.
Self-motivated, dependable, and able to perform under pressure with minimal supervision.
Experienced in collaborating across multiple technical teams and stakeholders to drive issue resolution and service improvement.
Declaration
I hereby declare that the information provided above is true and correct to the best of my knowledge and belief. I understand that any misrepresentation or concealment of facts may lead to disqualification or legal action.
Amey Ashok Kamble
Timeline
Major Incident and Problem Manager (SIAM)
Aptiv Components
07.2024 - Current
IT Operations Manager (Mumbai Intl Airport)
Wipro Technologies Limited
12.2020 - 07.2024
Incident Response Manager
Tech Mahindra Limited
02.2019 - 12.2020
Technical Support Executive
Infosys Limited
05.2017 - 10.2018
B.E. - Electrical (Electronics and Power)
RTMNU
Post Diploma - VLSI and Embedded Systems
MSME's Indo-German Tool Room