1
Certification
8
years of professional experience
I am an IT Service Manager with over 7 years of extensive experience in IT Service Management. My skills span Major Incident Management, Problem Management, Change Management, and more. I have a proven track record in driving continuous improvement processes. I thrive in high-pressure environments and am dedicated to delivering results that exceed expectations
Work History
Lead- IT Service Management
3 Years 3 Months- Investigated critical and complex trending incidents identified as problems.
- Aided in problem investigations and root cause analysis.
- Reviewed quality of known error problem records and related knowledgebase articles to ensure information is complete, accurate, and workarounds are effective.
- Reviewed changes for compliance and impacts to the production environment.
- Assisted in development of Configuration Management processes and standards.
- Reviewed CMDB to ensure current CIs are mapped correctly and new CIs are discovered and added accurately.
- Analyzed Incident data to identify opportunities for proactive problem management.
- Documented incidents caused by change and mitigated tasks.
- Facilitated Change Advisory Board (CAB) meetings to review, assess, and approve or reject IT change requests, ensuring risk mitigation and alignment with business objectives.
Shift Lead- Major Incident Management
5 Months- Performed Server, Storage, and Network Monitoring.
- Managed high critical incidents to ensure SLA adherence.
- Opened Incident Bridges for critical issues.
- Coordinated with various teams for root-cause resolutions.
- Provide change support, keeping a record of upcoming changes, reaching out to teams for more information and nature of changes, post implementation review.
Service Management Specialist- Major Incident
2 Years- Managed P1, P2, P3, and P4 incidents using ServiceNow.
- Handled high-priority incidents effectively.
- Provided troubleshooting for various software and hardware issues.
- Analyzed incidents for permanent reduction.
- Conducted post‑incident review meetings to discuss incidents, identify meaningful improvement opportunities, and share detailed reports.
- Reported on Process areas as per contractual agreements.
- Drive root-cause resolution of recurring issues through effective coordination with various resolver groups.
Senior Technical Support Engineer
2 Years- Coordinated incident resolution with resolver teams.
- Provided troubleshooting for hardware and software issues.
- Identified sources of issues and implemented ITSM solutions involving evaluation and definition of scope of process to ensure SLA adherence.
- Identifying sources of problems such as network, user's errors, switches, routers and other client hardware devices.
Education
Bachelor in Law
Bachelor in Engineering - Electronics And Communications Engineering
Skills
Major Incident
CMDB
Active Directory
ServiceNow
Microsoft Office
Routers
Scrum
WAN
Problem Management
Change Management
Configuration Management
Service Request
IT Communication
SLA
SIAM
Audit & Reporting
Certification
- ITILv4 Foundation Certified in ITSM
- Certified Scrum Master (CSM)
- SIAM Professional
Timeline
Lead- IT Service Management
BDO RISE Pvt Ltd
05.2023 - CurrentRead More
Shift Lead- Major Incident Management
Infosys Limited
11.2022 - 04.2023Read More
Service Management Specialist- Major Incident
Wipro Technologies
10.2020 - 10.2022Read More
Senior Technical Support Engineer
Infosys BPM Limited
10.2018 - 10.2020Read More
Savitribai Phule Pune University
Bachelor in Law
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Savitribai Phule Pune University
Bachelor in Engineering from Electronics And Communications Engineering
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