Mahesh Popalbhat
Pune
Summary
ITIL-focused Service Management professional with over 15 years of experience across multiple domains, specializing in Incident, Problem, Change, and Service Request Management. Skilled in driving Major Incident Management (MIM), stakeholder communication, SLA adherence, escalation handling, and continual service improvement. Proven ability to lead cross-functional teams, coordinate with vendors, and ensure IT service delivery aligns with business goals.
Overview
17
17
years of professional experience
Work History
Service Management Associate (Ericsson Account)
TCS
11.2024 - Current
- Acted as Emergency Response Lead (ERL) during P1 and P2 incidents, ensuring ITIL-compliant resolution and escalation.
- Supported Change Management activities during weekends, validating timelines and delegating delays effectively.
- Monitored P3–P5 incident queues in SMP tool and ensured SLA adherence through coordination with technical teams.
- Published and presented daily SLA reports, leading SLA review calls to prioritize and close long-pending incidents.
- Led weekly update and tower calls, ensuring effective tracking of INC, SR, PB, CR, and Audits.
Major Incident Manager (SAP Account)
TCS
04.2024 - 11.2024
- Investigated and diagnosed Major Incidents to restore failed applications and services with minimal impact.
- Coordinated cross-functional stakeholders and resolver groups during MIM calls for efficient restoration.
- Maintained precise documentation of incident lifecycle aligned to ITIL best practices.
- Delivered structured updates to customers on incident cause and resolution progress as per SLA commitments.
- Escalated deviations from process compliance by technical teams to Service Leads during high-priority incidents.
- Coordinated with vendors for rapid investigation and restoration, minimizing service downtime.
- Ensured proper incident recording, classification, and progression until closure with customer agreement.
- Maintained compliance with ITIL-based Incident Management processes.
Incident Duty Manager (AkzoNobel Account)
TCS
05.2022 - 04.2024
- Managed global P1 hotline escalations, driving triage and escalation as per ITIL Incident Management framework.
- Created War Rooms via MS Teams, coordinating users, resolver groups, leads, SDMs, and stakeholders.
- Led P1 escalation conference calls ensuring immediate troubleshooting and resolution.
- Conducted post-resolution reviews to validate justifications, ensure accountability, and recommend improvements.
- Coordinated with vendors for external support across P1–P5 incidents.
Incident Manager (Vodafone Idea Account)
TCS
04.2018 - 04.2022
- Managed Major Incidents (P1–P2) via War Rooms and severity calls, driving swift troubleshooting, stakeholder communication, and service restoration.
- Directed Incident and Alert Management, proactively monitoring queues, system alerts, and schedulers to prevent escalations and ensure SLA compliance.
- Oversaw Change Management activities by drafting communications, validating readiness, and issuing Go/No-Go decisions in coordination with application owners.
- Conducted Application Sanity Checks to maintain stability, identify risks, and coordinate fixes or workarounds.
- Produced accurate SLA, impact, and volumetric reports, along with team rosters, to support leadership visibility, PMO planning, and continual service improvement.
Process Analyst (Telstra Account)
TCS
03.2014 - 01.2018
- Worked as Case Manager, awarded as one of the Best Case Managers (2014–15).
- Contacted Telstra customers to schedule NBN and Telstra appointments, facilitating migration from copper to fiber network, ensuring smooth transition and minimal service disruption.
Customer Relations Advisor (3 Hutchison Global Account)
Tech Mahindra
01.2013 - 02.2014
- Handled escalations, tracked open cases until resolution, and ensured high customer satisfaction.
- Managed core Postpay process ensuring compliance with service standards.
Supervisor
Equator Infotech
01.2010 - 12.2012
- Supervised operations for technical and customer support ensuring ITIL-aligned service quality.
- Conducted inductions and training for new hires, ensuring adherence to operational standards.
- Handled escalations and ensured SLA compliance during critical customer interactions.
Customer Care Officer / Technical Support Officer / Supervisor
Equator Infotech
03.2005 - 07.2008
- Delivered technical support and supervised customer service operations to maintain SLA adherence.
- Conducted process training for technicians and internal staff to enhance service delivery.
- Generated revenue by engaging with customers for warranty and service agreements.
Customer Care Executive
Tata Teleservices
04.2004 - 01.2005
- Managed escalated calls in line with ITIL Service Operations practices, ensuring customer satisfaction.
Customer Care Executive
Servisol
10.2003 - 03.2004
- Handled high call volumes, ensuring accurate resolution and maintaining service levels.
Readers Relationship Executive
The Times of India
09.2000 - 09.2003
- Led customer relationship and marketing operations, converting long-term readers to new subscriptions through persuasion and targeted campaigns.
Education
B.Sc. - Chemistry
Pune University
01.2008
H.S.C. -
A.C.S. College
Pune01.2000
S.S.C. -
R.B.D.V
Pune01.1997
Skills
Incident Management: P1–P5 resolution, triage, escalation, ERL (Emergency Response Lead)
Problem Management: RCA, post-incident review, preventive and corrective measures
Change Management: Weekend change support, go/no-go decision making, risk assessment
Interests
Hobbies: Cricket, Music, Movies, Trekking, Travelling
Additional Information
Marital Status: Married
Timeline
Service Management Associate (Ericsson Account)
TCS
11.2024 - Current
Major Incident Manager (SAP Account)
TCS
04.2024 - 11.2024
Incident Duty Manager (AkzoNobel Account)
TCS
05.2022 - 04.2024
Incident Manager (Vodafone Idea Account)
TCS
04.2018 - 04.2022
Process Analyst (Telstra Account)
TCS
03.2014 - 01.2018
Customer Relations Advisor (3 Hutchison Global Account)
Tech Mahindra
01.2013 - 02.2014
Supervisor
Equator Infotech
01.2010 - 12.2012
Customer Care Officer / Technical Support Officer / Supervisor
Equator Infotech
03.2005 - 07.2008
Customer Care Executive
Tata Teleservices
04.2004 - 01.2005
Customer Care Executive
Servisol
10.2003 - 03.2004
Readers Relationship Executive
The Times of India
09.2000 - 09.2003
S.S.C. -
R.B.D.V
B.Sc. - Chemistry
Pune University
H.S.C. -
A.C.S. College