Mahesh R. Popalbhat
Service Management Associate
Pune,MH
Summary
Dynamic Service Management Associate at TCS with a proven track record in incident management and team leadership. Expertly coordinated major incidents, driving rapid resolutions and enhancing customer satisfaction. Recognized for problem-solving abilities and effective communication, ensuring compliance and operational efficiency in high-pressure environments. Committed to continuous improvement and quality assurance.
Overview
17
17
years of professional experience
Work History
SERVICE MANAGEMENT ASSOCIATE
TCS
Hyderabad
11.2024 - 07.2025
- Company Overview: (Ericsson Account)
- Acted as Emergency Response Lead (ERL) during P1 and P2 incidents, coordinating response efforts and ensuring timely resolution through effective communication and escalation.
- Provided support during change weekends, ensuring timely resolution of changes that exceeded planned timelines and effectively delegating reported issues to appropriate teams.
- Monitored P3 to P5 incident queues in the SMP tool and coordinated with respective technical teams to ensure incidents were assigned and addressed within the stipulated SLA.
- Published daily SLA reports and led SLA review calls to ensure timely resolution of tickets and drive prioritization of long-pending incidents.
- Driving weekly update calls and tower calls to ensure that Incidents (INC), Service Requests (SR), Problems (PB), Change Requests (CR), and Audits are effectively tracked, managed, and closed in alignment with client requirements.
- (Ericsson Account)
MAJOR INCIDENT MANAGER
TCS
Bangalore
04.2022 - 11.2024
- Company Overview: (SAP Account)
- Successfully investigated and diagnosed major incidents, ensuring rapid restoration of failed applications and services to minimize business impact.
- Led cross-functional incident response, coordinating stakeholders and resolver groups to restore services efficiently while maintaining precise documentation, driving faster resolution and reduced downtime in future incidents.
- Served as the primary point of contact and escalation for support teams and business stakeholders throughout the resolution of major incidents.
- Delivered quality updates to customers by documenting incident causes and investigation findings in tickets, adhering to agreed update frequencies.
- Escalated procedural deviations by technical teams to service leads during high-priority incidents, ensuring compliance and swift resolution.
- Coordinated with vendors to drive investigation, diagnosis, and rapid service restoration, minimizing operational disruption during incidents.
- Managed incidents by identifying, recording, classifying, and progressing them until services were restored to normal or acceptable levels, with customer agreement on incident closure.
- (SAP Account)
INCIDENT DUTY MANAGER
TCS
Hinjewadi
05.2022 - 04.2024
- Company Overview: (AkzoNobel Account)
- Managed global P1 hotline escalations, performing triage and coordinating with resolver teams to assess and escalate incidents from P2 to P1.
- Created MS Teams groups including users, resolver teams, leads, SDMs, and relevant stakeholders to drive immediate investigation and troubleshooting of reported issues.
- Escalated unresolved issues to Leads and SDMs, driving timely priority decisions and accelerating resolution.
- Notified clients, senior management, stakeholders, and users upon escalation of an issue to P1, ensuring timely awareness and alignment. Organized and led conference calls with technical and non-technical teams to drive rapid issue resolution.
- Conducted post-resolution reviews with teams, leads, and SDMs to validate P1 justifications, ensure accountability, and communicate findings to clients and senior management, driving process transparency and continuous improvement.
- Coordinated with vendors via email and MS Teams for tickets (P1-P5) requiring external investigation or support.
- (AkzoNobel Account)
Incident Manager
TCS
Kalyaninagar
04.2018 - 04.2022
- Company Overview: (Vodafone Idea Account)
- Directed resolution of internal issues by coordinating issue owners, team leads, managers, clients, and impacted parties via email and conference calls, minimizing severity and downtime.
- Managed external high-severity incidents through Warroom /Command Centre coordination, maintaining stakeholder communication, implementing workarounds, and escalating severity when necessary.
- Led severity conference calls, driving rapid troubleshooting and resolution through effective cross-functional collaboration.
- Documented precise incident chronologies to support RCA and future preventive strategies.
- Developed post-resolution impact and volumetric reports to inform stakeholders and guide continuous process improvement.
- (Vodafone Idea Account)
PROCESS ANALYST
TCS
Hinjewadi
03.2014 - 01.2018
- Company Overview: (TELSTRA account)
- Worked as Case Manager.
- Contacted Telstra customers to schedule NBN and Telstra appointments, facilitating migration from copper to fiber network, ensuring smooth transition and minimal service disruption.
- Awarded as one of the best Case Managers for Year 2014-15.
- Awarded as Employee of the month.
- (TELSTRA account)
CUSTOMER RELATIONS ADVISOR
3 HUTCHISON GLOBAL
PUNE
01.2013 - 02.2014
- Handled customer calls for the Postpay process, a critical core process in 3H G, ensuring accurate support and resolution.
- Maintained follow-ups on open cases until resolution, ensuring customer satisfaction with the outcomes provided.
SUPERVISOR
EQUATOR INFOTECH
01.2010 - 12.2012
- Company Overview: (U.S. based Home Appliance Company)
- Generated revenue for the company through warranty service calls and unit sales, contributing to overall business growth.
- Engaged potential leads through emails and calls, explained the Outof-Warranty Service Call structure, and successfully converted them into service agreements, driving revenue growth.
- Identified and onboarded technicians across the US and Canada as Authorized Technicians, managing documentation, manuals, and all necessary paperwork to ensure smooth induction.
- Ensured timely and accurate technician payments post-service completion, maintaining compliance and supporting operational efficiency.
- (U.S. based Home Appliance Company)
CUSTOMER CARE OFFICER, TECHNICAL SUPPORT OFFICER, SUPERVISOR-TECHNICAL SUPPORT, SUPERVISOR-CUSTOMER CARE
EQUATOR INFOTECH
03.2005 - 07.2008
- Company Overview: (U.S. based Home Appliance Company)
- Responsible for conducting inductions and process training for new team members to ensure smooth onboarding and adherence to operational standards.
- Supervised end-to-end technical assistance for service technicians and customers, and managed in-house technical training programs to ensure skill development and service quality.
- Oversaw complete customer service operations, conducting inductions and training, and efficiently handling high-priority cases and escalations to enhance customer satisfaction and retention.
- Actively engaged customer inquiries and successfully sold new Equator models, boosting sales and contributing to revenue growth.
- (U.S. based Home Appliance Company)
CUSTOMER CARE EXECUTIVE
TATA TELESERVICES
04.2004 - 01.2005
- Company Overview: (Corporate Office)
- Served as Customer Service Executive in the Correspondence Department for three months and led the team for the following three months, overseeing operations and team performance.
- Handled customer complaint letters, emails, and faxes, ensuring timely acknowledgment and resolution of issues.
- Responsible for generating departmental reports, ensuring accurate and timely communication of key metrics and insights.
- Managed all major escalations, ensuring timely resolution and maintaining customer satisfaction.
- Supervised the department and managed a team of executives, ensuring smooth operations and adherence to service standards.
- Monitored and coordinated customer cases across multiple cities in Maharashtra, ensuring timely resolution and maintaining high customer satisfaction.
- (Corporate Office)
CUSTOMER CARE EXECUTIVE
SERVISOL
10.2003 - 03.2004
- Company Overview: (TATA INDICOM CALL CENTER)
- Managed an average of 100 customer calls daily, efficiently resolving diverse queries and maintaining high levels of customer satisfaction.
- Managed escalated calls from irate or abusive customers within the Escalation Team, resolving issues effectively while maintaining professionalism and customer satisfaction.
- (TATA INDICOM CALL CENTER)
READERS RELATIONSHIP EXECUTIVE
THE TIMES OF INDIA
09.2000 - 09.2003
- Marketed the newspaper across all areas of Pune, driving circulation and increasing readership.
- Converted long-term Indian Express readers (15-20 years) to Times of India subscriptions through targeted marketing campaigns, showcasing strong persuasion and negotiation skills.
- Managed the marketing team and conducted training programs, ensuring team readiness, performance, and alignment with marketing objectives.
Education
B.Sc - Chem
Pune University
01.2008
H.S.C -
A.C.S.Collage
Pune01.2000
S.S.C -
R.B.D.V
Pune01.1997
Skills
- Meeting customer needs
- Team leadership
- Process training
- Problem solving
- Communication skills
- Client relationships
- Business communications
- Quality assurance
- Incident management
- Customer service
Hobbies and Interests
- Cricket
- Music
- Movies
- Trekking
- Travelling
Personal Information
Marital Status: Married
Timeline
SERVICE MANAGEMENT ASSOCIATE
TCS
11.2024 - 07.2025
INCIDENT DUTY MANAGER
TCS
05.2022 - 04.2024
MAJOR INCIDENT MANAGER
TCS
04.2022 - 11.2024
Incident Manager
TCS
04.2018 - 04.2022
PROCESS ANALYST
TCS
03.2014 - 01.2018
CUSTOMER RELATIONS ADVISOR
3 HUTCHISON GLOBAL
01.2013 - 02.2014
SUPERVISOR
EQUATOR INFOTECH
01.2010 - 12.2012
CUSTOMER CARE OFFICER, TECHNICAL SUPPORT OFFICER, SUPERVISOR-TECHNICAL SUPPORT, SUPERVISOR-CUSTOMER CARE
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
B.Sc - Chem
Pune University
H.S.C -
A.C.S.Collage
S.S.C -
R.B.D.V
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