ROHAN DILIP PARULEKAR
Mumbai
Summary
Highly skilled Major Incident Management (MIM) Lead with 8 years of experience in Major incident management and over 17 years in IT operations. Proven expertise in restoring critical services, coordinating global teams, and driving process improvements. ITIL v3/v4 and PMP certified with a demonstrated ability to reduce downtime, enhance response times, and ensure seamless communication across stakeholders.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Major Incident Management Lead
Hexaware Technologies
10.2023 - 05.2025
- - Lead global P1 incident resolution efforts, ensuring service restoration and transparent communication.
- - Improved incident response times by 30% through updated runbooks and automated ServiceNow notifications.
- - Initiated and facilitated Post Incident Reviews (PIRs), enhancing root cause analysis and reducing recurrence.
- - Developed real-time dashboards and reports for tracking incidents and KPIs.
- - Supported end-to-end incident lifecycle across multiple time zones, aligning technical teams and leadership.
Senior Major Incident Manager
Wipro Technologies
04.2022 - 08.2023
- - Directed incident resolution for critical business functions, maintaining SLA compliance across global operations.
- - Applied ITIL best practices to streamline incident management processes, escalating and communicating with internal and external teams.
- - Prepared reports and documentation for executives, improving transparency and problem management workflows.
Senior Major Incident Manager
Teamlease Digital Pvt. Ltd
08.2021 - 04.2022
- - Restored service in high-severity incidents, ensuring minimal downtime and optimal operational continuity.
- - Standardized escalation procedures, ensuring proper engagement of cross-functional teams during incidents.
Major Incident Manager
Atos India Pvt. Ltd
02.2016 - 07.2021
- - Monitored and managed P1/P2 incidents, ensuring closure within SLA and improving incident hygiene through audits.
- - Coordinated with third-party vendors, problem management, and support teams to ensure smooth incident resolution.
- - Facilitated bridge calls and post-incident analysis, contributing to knowledge sharing and process improvements.
Senior NOC Engineer
Magna Infotech Pvt. Ltd (Client: Siemens IT NOC Center)
05.2011 - 02.2016
- - Monitored network and server infrastructure, ensuring optimal uptime and resolving critical outages.
- - Provided hardware troubleshooting, PKI card configurations, and endpoint security management.
IT Support Executive
Bartech Data System Pvt. Ltd
08.2010 - 04.2011
- - Installed and troubleshooted barcode printers, supporting customer operations at Siemens Ltd.
IT Support Executive
Souls Security Systems Pvt. Ltd
08.2009 - 01.2010
- - Managed Windows Server 2003 environment, Active Directory, and user management for security solutions.
IT Support Executive
Global Techno India Pvt. Ltd
01.2008 - 06.2009
- - Provided onsite desktop support and hardware troubleshooting, including network configuration and software installations.
IT Executive
TVC Skyshop Pvt. Ltd
06.2007 - 12.2007
- - Installed and configured desktop systems, printers, and communication tools for business continuity.
Education
Bachelor of Science - Information Technology
Mumbai University
01.2010
Skills
- Major Incident Management (P1/P2)
- IT Operations & Infrastructure
- Root Cause Analysis (RCA) & Problem Management
- SLA & KPI Monitoring
- Cross-functional Collaboration
- ServiceNow Automation & Runbook Development
- Communication & Stakeholder Engagement
- Change & Release Coordination
- Network Monitoring & Troubleshooting
Certification
- ITIL v3/v4 Certified
- Project Management Professional (PMP), PMI
- B.Sc. in Information Technology – Mumbai University, 2010
Languages
English – Professional
Marathi – Native
Hindi – Fluent
Personal Details
- Date of Birth: 19/07/1985
- Nationality: Indian
- Location: Goregaon, Mumbai, India
Timeline
Major Incident Management Lead
Hexaware Technologies
10.2023 - 05.2025
Senior Major Incident Manager
Wipro Technologies
04.2022 - 08.2023
Senior Major Incident Manager
Teamlease Digital Pvt. Ltd
08.2021 - 04.2022
Major Incident Manager
Atos India Pvt. Ltd
02.2016 - 07.2021
Senior NOC Engineer
Magna Infotech Pvt. Ltd (Client: Siemens IT NOC Center)
05.2011 - 02.2016
IT Support Executive
Bartech Data System Pvt. Ltd
08.2010 - 04.2011
IT Support Executive
Souls Security Systems Pvt. Ltd
08.2009 - 01.2010
IT Support Executive
Global Techno India Pvt. Ltd
01.2008 - 06.2009
IT Executive
TVC Skyshop Pvt. Ltd
06.2007 - 12.2007
Bachelor of Science - Information Technology
Mumbai University
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