Bhagyesh Charpe
Nagpur
Summary
IT Service Management Professional with expertise in ITIL V4 processes and Service Level Management, backed by 2 years of experience at Cognizant. Demonstrated ability to manage the complete lifecycle of enterprise applications, ensuring timely delivery and adherence to SLA requirements. Having Strong focus on continuous process improvement and automation, resulting in enhanced client satisfaction and compliance with service agreements.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Service Analyst
Cognizant
Pune
12.2023 - Current
- Implemented ITIL best practices such as Incident Management, Service Request Management, Change Management and Service Level Management to ensure streamlined IT service delivery and efficiency to customer
- Managed the end-to-end lifecycle of 20+ enterprise applications, service onboarding, maintenance, and support & retirement.
- Achieved 99%+ SLA adherence by rigorously implementing ITIL frameworks (Incident, Request, Change, and Service Level Management), resulting in streamlined delivery and reduced ticket backlogs
- Led critical application version upgrades, overseeing planning, testing, and deployment phases to minimize downtime and ensure seamless business continuity.
- Mitigated Application security risks by coordinating vulnerability management activities with IT Security teams, ensuring timely remediation and enhanced service reliability.
- Optimized software license utilization, creating detailed client usage reports and ensuring 100% compliance with vendor agreements to control costs.
- Created and maintained a central repository of support documentation, including Architecture Documents (HLD/LLD) and Standard Operating Procedures (SOPs).
- Contributed to continuous Improvement initiatives, identifying opportunities for automation and process optimization for applications.
- Maintained strong vendor relationships, facilitating timely issue resolution, contract renewals, and service improvements.
- Delivered high levels of client satisfaction through proactive communication, timely support, and continuous service improvement initiatives.
Analyst Trainee
Capgemini
Bengaluru
02.2023 - 05.2023
- Completed 3 months of Internship in Full Stack Java Technology.
- Learned various technologies like Java, Spring Boot Framework, Git, React, Docker.
Education
Bachelor of Technology (Hons) - Computer Science & Engineering
Lovely Professional University
Punjab06.2023
Skills
- ITIL V4
- Service Level Management
- Incident Management
- Change Management
- Request Management
- Application Support
- Tools: ServiceNow
Certification
ITIL V4 Foundation (Cognizant Internal)
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Native
Native
Timeline
IT Service Analyst
Cognizant
12.2023 - Current
Analyst Trainee
Capgemini
02.2023 - 05.2023
Bachelor of Technology (Hons) - Computer Science & Engineering
Lovely Professional University