Ashwini B. Dharrao
Pune
Summary
Dynamic IT service management expert with extensive experience at Tata Consultancy Services, specializing in major incident management and process governance.
Overview
14
14
years of professional experience
Work History
Assistance Consultant
Tata Consultancy Services
02.2024 - Current
- Managed incident escalation processes to ensure swift resolution of critical issues.
- Coordinated cross-functional responses to major incidents, fostering teamwork and efficiency.
- Developed and maintained detailed incident management documentation and reporting systems.
- Identified root causes of incidents, creating effective solutions for long-term resolution.
- Analyzed incident trends to determine opportunities for process enhancements.
- Facilitated regular meetings with stakeholders to address service disruptions proactively.
- Managed full incident life cycles, ensuring timely updates communicated to all parties involved.
- Collaborated with teams to prioritize issues based on urgency and impact assessment.
Service Management Analyst (MIM)
Accenture Services Pvt. Ltd
09.2021 - 02.2024
- Refined incident management policies to enhance service reliability and performance.
- Generated detailed incident reports, documenting timelines and resolution strategies for continuous improvement.
- Maintained comprehensive documentation of processes, contributing to knowledge sharing and team development.
- Developed and updated incident response plans, ensuring resource availability and clear escalation paths.
- Conducted regular drills to test incident response strategies and improve team preparedness.
- Identified improvement areas in incident management processes, introducing efficiency measures and automation.
- Performed root cause analysis for major incidents and implemented preventive measures.
- Produced Problem Records utilizing Six Sigma 5 Why process to determine root causes.
Service Desk Specialist
TietoEVRY India
02.2021 - 09.2021
- Handled escalated tickets through email, calls, and ticketing system efficiently.
- Modified Windows account permissions based on project requirements.
- Deleted and created Windows accounts for users as needed.
- Conducted IT audits to identify weaknesses and implement improvements.
- Provided 24/7 support via calls, chats, and emails using Genesys system.
- Established as reliable resource for team members in troubleshooting complex issues.
- Addressed escalated issues promptly to maintain operational continuity.
Major Incident Manager
Atos Syntel
01.2019 - 01.2021
- Managed Major Incident Management (MIM) process, performing root-cause and trend analysis using ITIL best practices.
- Coordinated actions identified in MIM and problem analysis to drive efficiency.
- Ensured effectiveness of incident management processes through continuous improvement.
- Led response efforts for major incidents, ensuring timely resolution.
- Communicated updates to stakeholders regularly, maintaining transparency throughout incidents.
- Collaborated with IT teams to optimize incident resolution workflows effectively.
- Conducted postmortem investigations, recommending corrective actions for future incidents.
- Created and maintained documentation for Global Service Desk and Incident Management team.
Incident Manager
Atos Syntel
11.2014 - 01.2019
- Led technical conference bridges, diagnosing root causes and assessing severity levels.
- Managed and supported service incidents directly or via Service Desk to meet SLAs.
- Reduced mean time to resolution for all incident categories through strategic initiatives.
- Reviewed incident performance trends, providing actionable recommendations for service enhancements.
- Coordinated monitoring and resolution of breached incidents with support teams.
- Responded swiftly to major incidents, facilitating Major Incident meetings and technical discussions.
- Developed and maintained incident management processes to ensure efficiency and consistency.
- Communicated effectively with executives through comprehensive reporting and documentation.
Senior Associate
Wipro BPO
06.2012 - 03.2014
- Managed customer inquiries across phone, email, and chat platforms efficiently.
- Resolved complaints swiftly to ensure customer satisfaction.
- Delivered remote customer service with professionalism and consistency.
- Adapted to independent remote work to meet diverse client needs.
Education
BCS - Computer Science
Pune University
Nashik01.2011
HSC - Science
Maharashtra State Board
Nashik01.2008
SSC - English
Maharashtra State Board
Nashik01.2006
Skills
- IT service management frameworks (ITIL V3 and V4)
- Major incident management
- Problem management
- Vendor and escalation management
- Reporting and analytics
- Process governance
- IT service delivery
- Trend analysis
- People management
- Team leadership and collaboration
- Project management
- Continual service improvement
- Ticketing tools (ServiceNow, MyWizard)
- Remote access tools (MS RDP)
Awards Certificates
- ITIL V4 Foundation Certificate in IT Service Management from Knowlathon Institute.
- Completed Microsoft Azure Fundamentals (AZ-900) training and certification.
Education Summary
- BCS, Pune University, 2011, 60%
- HSC, Maharashtra State Board, 2008, 59.17%
- SSC, Maharashtra State Board, 2006, 72.23%
Timeline
Assistance Consultant
Tata Consultancy Services
02.2024 - Current
Service Management Analyst (MIM)
Accenture Services Pvt. Ltd
09.2021 - 02.2024
Service Desk Specialist
TietoEVRY India
02.2021 - 09.2021
Major Incident Manager
Atos Syntel
01.2019 - 01.2021
Incident Manager
Atos Syntel
11.2014 - 01.2019
Senior Associate
Wipro BPO
06.2012 - 03.2014
BCS - Computer Science
Pune University
HSC - Science
Maharashtra State Board
SSC - English
Maharashtra State Board