Omkar Kupade
ITSM Professional
Mumbai
Summary
Dynamic IT professional with extensive experience in Major Incident Management and problem resolution within complex, high-pressure banking environments. Expertise in leading and coordinating critical incidents ensures rapid service restoration while minimizing business impact. Proven track record of effective collaboration with cross-functional teams and stakeholders drives timely incident resolution and the implementation of preventive measures. Strong contributor to process improvement and standardization initiatives at Kotak Mahindra Bank, including a successful transition from BMC Remedy to ServiceNow. Committed to continuous improvement and delivering high-quality service through adherence to ITSM and industry best practices.
Overview
7
7
years of professional experience
5
5
Certifications
Work History
Senior Executive
Kotak Mahindra Bank
Thane
11.2023 - Current
- Leading and coordinating the response to major incidents, ensuring timely resolution and minimal impact on business operations.
- Establishing and chairing major incident response teams, collaborating with technical teams to quickly assess, prioritize, and resolve critical issues.
- Implementing and refining major incident management processes to enhance efficiency and reduce downtime.
- Conducting thorough root cause analysis for major incidents to identify underlying problems, and prevent recurrence.
- Working closely with technical teams to investigate complex issues, utilizing tools and methodologies to determine the cause of problems.
- Developing and maintaining a comprehensive problem management process, including trend analysis, and proactive problem identification.
- Maximized performance by monitoring daily activities and mentoring team members.
Major Incident Manager
Clover Infotech
Navi Mumbai
07.2022 - 11.2023
- Managed major incidents within a large-scale IT infrastructure, ensuring effective response and resolution to minimize business impact, and restore services promptly.
- Orchestrated cross-functional incident response teams, including technical experts, engineers, and stakeholders, to collaborate and coordinate efforts toward incident resolution.
- Provided immediate emergency response and incident management.
- Developed and implemented standardized incident management processes and procedures, resulting in improved response times, and enhanced incident resolution capabilities.
- Acted as the primary point of contact for major incidents, facilitating communication, and providing regular updates to senior management, business stakeholders, and customers.
- Conducted thorough post-incident reviews to identify root causes, implement preventive measures, and drive continuous improvement in incident response and problem management.
- Worked closely with service management teams to ensure incidents were properly documented, categorized, and prioritized in alignment with business needs, and service level agreements.
- Collaborated with change management and problem management teams to analyze recurring incidents and implement long-term solutions, reducing incident recurrence rates.
- Acted as a mentor and provided guidance to junior incident management team members, fostering a culture of continuous learning and professional growth.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
Service Engineer
Bajaj Allianz General Insurance
07.2019 - 07.2022
- Coordinated end-to-end incident and major incident management as per ITSM standards, acting as SPOC, and ensuring timely service restoration within SLA.
- Managed incidents using HPESM, including tracking, stakeholder communication, reporting, and supporting RCA activities.
- Led major incident bridges, coordinated cross-functional teams, and ensured adherence to SOPs to improve incident response time.
- Analyzed, troubleshot and diagnosed problems and provided prompt repair and solutions.
- Engaged in first-level support for customers requiring routine support and troubleshooting.
Trainee
Bajaj Allianz General Insurance
Pune
01.2019 - 05.2019
- Worked on an Electric Vehicle (EV) Loss Assessment Project for Bajaj Allianz, focused on analyzing potential loss scenarios from a motor insurance perspective.
- The project involved studying EV components, damage patterns, and claim impact factors to assess how losses may occur in electric vehicles during accidents or failures.
- Contributed to statistical analysis and documentation to help estimate claim exposure, improve loss assessment accuracy, and support informed decision-making for EV insurance underwriting, and claims management.
Education
Master of Business Administration - MBA - Information Technology Systems Management
10-2024
Bachelor of Technology - BTech - Automotive Engineering
04-2019
Higher secondary school (CBSE) - Science
04-2015
AISSCE - Science
04-2013
Skills
Major Incident Management
Change Management
IT Operations Management
Problem Management
Process Improvement
IT Service Management
ITIL Best Practices
Certification
MBA in ITSM
Timeline
Senior Executive - Kotak Mahindra Bank
11.2023 - Current
Major Incident Manager - Clover Infotech
07.2022 - 11.2023
Service Engineer - Bajaj Allianz General Insurance
07.2019 - 07.2022
Trainee - Bajaj Allianz General Insurance
01.2019 - 05.2019
SVKM's Narsee Monjee Institute of Management Studies (NMIMS) - Master of Business Administration - MBA, Information Technology Systems Management
Rajarambapu Institute of Technology, Rajaramnagar, SAKHARALE - Bachelor of Technology - BTech, Automotive Engineering
Jawahar Navodaya Vidyalaya (JNV) - Higher secondary school (CBSE), Science
Jawahar Navodaya Vidyalaya (JNV) - AISSCE, Science