DEVESH BAGELLU
Pune
Summary
Accomplished Major Incident Manager with extensive experience in IT Service Management. Adept at leading cross-functional teams and driving significant IT initiatives, including cloud migrations and process enhancements. Recognized for exceptional problem-solving abilities and a commitment to excellence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Major Incident Manager
Cognizant
05.2023 - Current
- Spearhead a cross-functional team to support Problem and Change Management, Service Request Management, and Incident Management
- Oversee Testing for ServiceNow in-house releases
- Lead an On-Prem to Cloud migration project, achieving a 3-month reduction in the migration period through strategic defect call management.
Major Incident Coordinator
Compucom
02.2021 - 05.2023
- Managed major incidents, ensuring rapid resolution and minimal business impact
- Facilitated effective incident management by coordinating between various IT teams
- Played a key role in the development and refinement of incident management processes.
Project Coordinator
Compucom
02.2019 - 02.2021
- Monitored project schedules, budgets, and deliverables to ensure timely completion
- Served as the communication liaison between project teams and stakeholders
- Supported the planning and implementation of project strategies to meet organizational goals.
Operations Associate
Compucom
02.2017 - 02.2019
- Assisted in daily operations and administrative tasks to enhance operational efficiency
- Addressed customer inquiries and resolved issues to ensure customer satisfaction.
Education
Post Graduate Diploma in Banking and Finance -
University of Pune
01.2018
Bachelors in business management in International Business -
University of Pune
01.2016
Skills
- IT Service Management
- Incident Management
- ServiceNow
- Communication Skills
- Team Coordination and Management
- Critical Thinking & Problem-Solving
- Knowledge Management
- VBA Coding (Microsoft Excel)
Certification
- Introduction to Power BI (Business Intelligence), Simplilearn, 07/01/22
- Introduction to Tableau, Simplilearn, 07/01/22
Personal Information
Title: Major Incident Manager
Projects
Developed a VBA script for automating data analysis tasks and reporting improving data processing efficiency by 50%. Built a Knowledge Base for the Major Incident Management process. Designed a Notification Template for sending Notifications through Microsoft Excel for Major Incidents. Trained 7+ agents for the Major Incident Management process, improving team performance by 30%. Automated Incident tracking through Microsoft Lists. Automated Monthly Leave Tracking process. Automated Weekly Newsletters. Automated Major Incident management notifications through ServiceNow in collaboration with SNOW developers. Streamlined the Incident management process with effective Knowledge Management. Automated Service Request Management for access management and VM build by adding new Service Request catalogues.
Timeline
Major Incident Manager
Cognizant
05.2023 - Current
Major Incident Coordinator
Compucom
02.2021 - 05.2023
Project Coordinator
Compucom
02.2019 - 02.2021
Operations Associate
Compucom
02.2017 - 02.2019
Post Graduate Diploma in Banking and Finance -
University of Pune
Bachelors in business management in International Business -
University of Pune
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