Sunil Kadu
Service Management Specialist
Pune
Summary
Seasoned Service Manager bringing 4.5 years of IT service management experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
4
4
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Service Manager
Cognizant Technology Solutions
12.2024 - Current
- Led end-to-end management of 100+ P1/P2 incidents with 98% SLA compliance, ensuring rapid detection, prioritization, and triage.
- Coordinated with cross-functional teams, Technical Support, Change Management, Problem Management, Risk, and Release teams to accelerate incident resolution.
- Executed CAB (Change Advisory Board) meeting coordination for change deployments, ensuring risk evaluation, and approval alignment.
- Collaborated closely with Problem Management for RCA, PIR, and gap analysis to drive continuous service improvement.
- Managed vendor and client communication, ensuring timely updates, issue alignment, and escalation handling.
- Reduced incident resolution time by 25% through improved triage, efficient escalation workflows, and streamlined communication.
- Oversaw documentation, verification, and post-incident activities to maintain compliance and operational excellence.
- Developed process (Check list) improvements based on past incidents, enhancing team alignment, and boosting SLA/KPI performance.
Technical support L1
Cognizant Technology Solutions
04.2023 - 12.2024
- Managed incidents and service requests through ServiceNow, ensuring full adherence to ITIL-based Incident, Request, and Service Lifecycle Management processes.
- Performed daily service health checks across Linux and Windows environments, supporting Availability Management, and ensuring stable and reliable service operations.
- Generated, validated, and tracked daily and weekly backup reports to maintain data integrity and meet Backup & Recovery compliance requirements for critical systems.
- Collaborated with cross-functional resolver groups to drive timely resolution of high-priority incidents, supporting SLA targets, and minimizing service impact.
- Conducted ticket quality audits, ensured process documentation accuracy, and acted as shift lead, coordinating daily operational activities, and ensuring smooth service delivery.
Web Application Support Engineer
Studium Tech Pvt. Ltd.
10.2021 - 04.2023
- Project Scope: Developed an institutional Learning Management System (LMS) with end-to-end ownership of both technical and operational service components.
- Front-End Development: Built responsive and user-friendly interfaces using React.js and Vue.js, supported by Bootstrap and Vuetify for scalable UI design.
- Back-End Development: Designed and implemented RESTful APIs using Express.js, including API schema design, and seamless front-end integration for reliable service delivery.
- Data & Media Management: Utilized MongoDB for structured user data storage, and integrated Google Firebase for efficient media storage and retrieval, ensuring high availability and performance.
- Service Operations and ITSM Responsibilities: Handled user-reported incidents and service requests, ensuring timely resolution, and adherence to SLAs.
- Addressed technical issues and guided end users through resolution.
- Participated in CAB (Change Advisory Board) meetings to review, assess, and approve system changes.
- Managed the creation, documentation, and implementation of changes following ITIL Change Management practices.
- Coordinated with stakeholders to enhance customer success, ensuring smooth adoption, issue resolution, and continuous service improvement.
Education
Bachelor of Engineering - Mechanical Engineering
Dr. Vikhe Patil College of Engineering (Pune University)
Ahmednagar, India12-2019
Skills
ITIL
ITSM (IT Service Management)
IT Service Operations
IT Service Delivery Management
Continual Service Improvement (CSI)
Major incident management
Change Management
Problem Management
Risk Management
SLA Management
Root Cause Analysis
Documentation and Reporting
Escalation Management
Stakeholder Collaboration
Tools
- ServiceNow
- JIRA
- ServiceNow CMDB
- Windows and VDi
- PuTTy Terminal for Linux
- Splunk Cloud
- Datadog
- Zoom
- Microsoft 365
- Microsoft Copilot
- Advance Excel
- GitHub and GitLab
- Slack
- Azure Backup
Certification
ITIL 4 Foundation
Timeline
Operational Code of Conduct
12-2025
Service Manager
Cognizant Technology Solutions
12.2024 - Current
ITIL 4 Foundation
07-2024
Technical support L1
Cognizant Technology Solutions
04.2023 - 12.2024
Certified Full Stack Developer from Upgrad Campus (2023)
02-2023
Web Application Support Engineer
Studium Tech Pvt. Ltd.
10.2021 - 04.2023
Bachelor of Engineering - Mechanical Engineering
Dr. Vikhe Patil College of Engineering (Pune University)