Ashwini B. Dharrao
Major Incident Manager & Problem Manager
Pune
Summary
Results-driven ITSM Major Incident and Problem Manager with over 10 years of experience in enhancing IT service management practices. Seeking a challenging role to leverage extensive expertise in driving continuous improvement. Highly skilled in leading cross-functional teams and implementing effective strategies, consistently delivering high-quality outcomes aligned with organizational goals. Possesses a comprehensive understanding of various ITSM frameworks and best practices, ensuring optimal service delivery and fostering collaboration. Committed to innovation and excellence, dedicated to optimizing incident resolution and problem management processes for enhanced operational efficiency.
Overview
14
14
years of professional experience
2
2
Certifications
Work History
Assistance Consultant
Tata Consultancy Services
2024.02 - Current
- Lead incident management across applications and infrastructure, reducing downtime, and improving recovery times.
- Act as client liaison, ensuring timely communication and professional handling of escalations.
- Establish and standardize Major Incident Management processes, coordinating cross-functional teams.
- Drive the problem management lifecycle, facilitating RCA sessions, and ensuring quality documentation.
- Monitor team performance, deliver training, and produce SLA-driven incident reports.
Service Management Analyst (MIM)
Accenture Services Pvt. Ltd
2021.09 - 2024.02
- Implemented and refined incident management policies to enhance service reliability.
- Produced detailed incident reports and post-incident reviews for continuous improvement.
- Developed incident response plans, and conducted simulations to strengthen preparedness.
- Applied ITIL methodologies and Six Sigma 5 Whys analysis for RCA and preventive measures.
- Delivered timely stakeholder communications, and collaborated with SMEs and vendors for resolution.
Service Desk Specialist
TietoEVRY India
2021.02 - 2021.09
- Handled escalated tickets via email, calls, and system requests.
- Managed user account creation, deletion, and permission modifications.
- Performed IT audits to identify weaknesses and strengthen systems.
- Provided 24/7 support and served as a trusted resource for troubleshooting complex issues.
- Responded to customer inquiries via Genesys system channels.
Major Incident Manager
Atos Syntel
2019.01 - 2021.01
- Directed Major Incident Management process using ITIL best practices.
- Coordinated response efforts and owned actions from incident/problem analysis.
- Delivered regular stakeholder updates and communications during SLA-impacting incidents.
- Conducted RCA and post-mortem investigations, recommending corrective actions.
- Partnered with IT teams and vendors to streamline resolution workflows.
Incident Manager
Atos Syntel
2014.11 - 2019.01
- Led technical bridges, determined root causes, and assessed incident severity.
- Managed critical incidents within SLA, reducing MTTR across categories.
- Conducted incident reviews, trend analysis, and recommended service improvements.
- Developed and maintained ITIL-aligned incident management processes.
- Communicated technical information clearly to executives and non-technical stakeholders.
Senior Associate
Wipro BPO
2012.06 - 2014.03
- Handled customer inquiries via phone, email, and chat.
- Resolved complaints and feedback professionally and efficiently.
- Delivered remote customer service support across multiple channels.
- Adapted to independent, remote work environments to meet customer needs.
- Project: Delta Airlines.
Education
BCS -
Pune University
01.2011
HSC - undefined
Maharashtra State Board
01.2008
SSC - undefined
Maharashtra State Board
01.2006
Skills
IT Service Management frameworks (ITIL V3, and V4)
Major Incident Management
Problem Management
Vendor & Escalation Management
Reporting
Process Governance
Change management
Continuous improvement
Trend analysis
Problem-solving
Certification
ITIL V4 Foundation Certificate in IT Service Management from Knowlathon Institute.
Strengths
- Problem Solving: Solved 90% of incidents within SLA through process optimization and automation.
- Leadership: Led cross-functional teams in incident response and management.
- Communication: Effectively communicated technical information to non-technical stakeholders.
Timeline
Assistance Consultant
Tata Consultancy Services
2024.02 - Current
Service Management Analyst (MIM)
Accenture Services Pvt. Ltd
2021.09 - 2024.02
Service Desk Specialist
TietoEVRY India
2021.02 - 2021.09
Major Incident Manager
Atos Syntel
2019.01 - 2021.01
Incident Manager
Atos Syntel
2014.11 - 2019.01
Senior Associate
Wipro BPO
2012.06 - 2014.03
HSC - undefined
Maharashtra State Board
SSC - undefined
Maharashtra State Board
BCS -
Pune University