NIKHILESH CHAVAN
Pune
Summary
An IT service management professional with over 13 years of experience in service management and client support, expert in ITIL-based incident management and communication management for IT incidents. My key achievements include a 40% reduction in incident backlog within six months and an increase in Customer Satisfaction – CSAT to 98%. Seeking a Service Manager position, where I bring my service management and client support skills to support your mission of ensuring top-tier resource allocation and customer site coverage through efficient service assurance.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service Management Lead
RioMed Technologies
Pune
03.2022 - 05.2025
- Leading a Team of IT support engineers, ensuring high-quality service delivery, adherence to SLAs and Client Escalation management
- Led incident management processes for critical IT incidents, ensuring timely resolution and minimal business disruption
- Acted as a point of contact for high-priority escalations, ensuring timely updates to all stakeholders
- Led complex escalation cases, ensuring timely and effective resolution while maintaining high customer satisfaction
- Solved complex issues, implemented solutions, and handled time-critical problems
- Managed internal and external stakeholders, including clients, leadership, and cross-functional teams
- Led escalation handling and ensured timely, transparent communication during critical incidents
- Strong expertise in ITIL-based Incident, Problem, and Service Request Management
- Ensured SLA adherence, service continuity, and continual service improvement
- Supported end-to-end service delivery for IT operations and client accounts
- Identified operational gaps and implemented process enhancements to improve efficiency
- Drove continuous improvement initiatives resulting in better CSAT and reduced escalations
- Conducted regular service reviews with clients and stakeholders
- Presented performance metrics, SLA reports, risks, and improvement plans
IT Support Specialist
Veritas Technologies
Pune
04.2018 - 02.2022
- Serve as the first point of contact for Customers and Partners for Global support
- Collaboration with service desk team
- Quickly respond within the SLA to customer calls, web cases, emails, and chats
- Received and addressed customer complaints, investigated root causes, and managed related corrective measures
- Coordinated in lifecycle change management efforts, overseeing onboarding and sunsetting of utilized solutions
- Reporting for Incident Management Process
- Working on critical tickets (P1's and P2's), closely working with MIM team to resolve high priority tickets within defined SLA's
- Company focused on data management and protection
Sr. Customer Support
Credence Resource Management
Pune
09.2015 - 03.2018
- Served as a basic point of contact for customers with complaints, queries, requests, feedback
- Prepared daily reports on the daily activities of the Customer support team
- Ensured that all the requests, queries and complaints from customers are responded to in a timely and professional manner
- Fostered and maintained relationships with external parties
- Conducted research and complied with answers to informational requests from external customers
- Reduced ticket escalation rates by 15% by implementing an advanced ticket categorization system
- Boosted overall CSAT to 98% by launching a comprehensive training program for support staff
- Customer management services provider
Senior Technical Support Associate
IBM
Pune
08.2010 - 02.2015
- Increased support efficiency by 30% by resolving issues for home and small business clients monthly
- Resolved issues related to Wintel and Basic Networking
- Configured routers for wired and wireless connections
- Worked on email configuration on POP3 and SMTP servers
- Performed root cause analysis of issues up to the physical layer
- Achieved high customer satisfaction and Net Promoter Score
- Supported a team of 50 associates, handling requests from top-tier Fortune 500 clients globally
- Global technology company providing a wide range of services
Education
Bachelors - commerce
Savitribai Phule Pune University
Pune, MaharashtraSkills
- Incident and problem management
- Stakeholder engagement
- SAP expertise
- Project delivery
- Process optimization
- Business service evaluation
- ITSM proficiency
Certification
- ITIL V4 Foundation, Achieved ITIL v4 designation for IT Service Management with Axelos Global Best Practice.
- ITIL V4 CDS Specialist, Achieved ITIL v4 Create, Deliver and Support (CDS) designation with Axelos Global Best Practice.
Interests
- Technology Enthusiast.
- Passionate about leveraging technology to streamline financial services and enhance user experience.
- Advocate for Tech-Driven Solutions.
- Committed to finding innovative solutions in the tech space that drive efficiency and customer satisfaction.
- Continuous Learning.
- Dedicated to personal and professional growth through continuous learning and staying abreast of emerging industry trends.
Timeline
Service Management Lead
RioMed Technologies
03.2022 - 05.2025
IT Support Specialist
Veritas Technologies
04.2018 - 02.2022
Sr. Customer Support
Credence Resource Management
09.2015 - 03.2018
Senior Technical Support Associate
IBM
08.2010 - 02.2015
Bachelors - commerce
Savitribai Phule Pune University