Summary
Overview
Work History
Education
Skills
Certification
Timeline
Swapnil Shravan Mane

Swapnil Shravan Mane

Tech Lead Seeking Roles In Incident Management, Escalation Management, IT Infrastructure Operations, Problem Management, Change Management, Technical Support, End User Support, Configuration Management, SLA Management, ITSM, ITIL.
Thane

Summary

  • A mid-senior level IT Service Management Professional with 12+ years of experience in ITIS Operations and Shared Services Environment.
  • Expertise in supporting and handling the major incidents affecting network stability by assembling a team of support specialists to focus on a prompt recovery of service, also working as subject matter expert for the major incident management domain.
  • Ownership of Management Incident, Problem, Escalation Process, Customer Service Level Agreements, and Conference Bridge Etiquette Process.
  • Additionally providing guidance to the team while sharing the updates regarding incident via phone calls, mail or messages to all stakeholders.
  • Responsible for tracking Change Request (CR) approval and maintaining proper coordination between various teams till closure of CR.
  • Responsible for conducting RCA till the closure. Proficient in maintaining relationship with clients to achieve quality product and service norms by providing analysis of any service related critical issues.
  • Adhering to on-time delivery of services as per defined Service Level Agreement.
  • Possesses excellent interpersonal, communication and organizational skills with proven abilities in training & development.

Overview

12
12
years of professional experience
4
4
Certifications

Work History

Tech Lead

Tech Mahindra
Mumbai
04.2023 - Current

Project Lead - ITSM

Clover Infotech Pvt Ltd
Mumbai
08.2021 - 04.2023
  • Leading Major Incident Management Team, Managing escalations for Change and Problem Management team.
  • Chair and Drive the Major Incident Bridge Call and publish Major Incident notifications, maintaining Bridge Logs ensuring Business Continuity.
  • Preparing, obtaining approval and aligning ITIL Process documents.
  • Coordinating with the team leads for Root Cause Analysis and ensure that the same is closed within the agreed timelines.
  • Trending of Incidents with the Problem Manager, Tower leads and Operations Manager to identify potential problem tickets.
  • Tracking and publishing Interim RCA and MIR status.
  • Thorough understanding and compliance of SLA for all Service requests/Incidents.
  • Understanding customer requirements and contribute towards achieving desired goals; Continual Service Review and Improvement to ensure eradication of loopholes in process.
  • Track and monitor solutions recommended / provided by team, get the same evaluated by the leads and publish them in the Knowledge Base.
  • Perform analysis on the backlogs and submit the final report to the clients/ leads and work with them to bring those backlogs to closure.
  • Creating problem tickets for Severity 1/2 Incidents, failed changes and repetitive incidents for identifying RCA and permanent fix.
  • Planned, executed, and controlled assigned projects, ensuring work performed complied with contractual requirements.

High Severity Incident Manager

DXC Technology
Mumbai
05.2021 - 08.2021
  • Chair and Drive the Major Incident Bridge Call and publish Major Incident notifications, maintaining Bridge Logs ensuring Business Continuity.
  • Coordinating with the Application/Infra owners for the timely resolution.
  • Tracking and publishing Interim RCA and MIR status.
  • Shared Clients i.e. VFSG, BOB, BOI, Britannia Tools: RtOP and Resolve.

Team Lead - Major Incident and Problem Management

Clover Infotech Pvt Ltd
Mumbai
03.2018 - 05.2021
  • Leading Major Incident Management and Problem Management Team.
  • Chair and Drive the Major Incident Bridge Call and publish Major Incident notifications, maintaining Bridge Logs ensuring Business Continuity.
  • Preparing, obtaining approval and aligning ITIL Process documents.Tracking and publishing Interim RCA and MIR status.
  • RCA preparation, follow-ups as per agreed SLA and Trend analysis of Incidents with the Problem Manager, Tower leads and Operations Manager to identify potential problem tickets.
  • Understanding customer requirements and contribute towards achieving desired goals; Continual Service Review and Improvement to ensure eradication of loopholes in process.
  • Participating in CAB meetings and Planned DR meetings.Providing extended support for Critical Application/Infrastructure activities.
  • Track and monitor solutions recommended / provided by team, get the same evaluated by the leads and publish them in the Knowledge Base.

Tech Associate - Incident and SACM

Tata Consultancy Services (TCS)
Mumbai
01.2015 - 03.2018
  • Validate Incidents Categorization, priority and impact.
  • Review daily impact report and Shift Handover report to ensure closure of incidents within agreed Service Level.
  • Represent the Service in Major Problem Reviews and take ownership for Corrective Action Plans as per the discussions.
  • Daily Morning Call and seeking updates from all the technical towers, This Include Aging Incident Reports (7-15, 15+ days Pending/Aging), Seeking justified reasons for the SLA breaches, Pending Incidents due to vendor dependencies, Arranging Call with vendor to get the aging incidents close with required resolution.
  • Preparing Service Improvement plans in terms of Process and Tools and finding Process and Tools gaps and thereby fixing it.
  • Performing Peer Review and Incident Trend Analysis on Monthly basis and presenting as well as discussing the same with senior Management during Monthly and Fortnightly Review Meet.
  • Experienced in Chairing and Driving the Major Incident Bridge Call and publish Major Incident notifications, maintaining Bridge Logs ensuring Business Continuity.
  • Track and monitor solutions recommended / provided by team, get the same evaluated by the leads and publish them in the Knowledge Base.
  • Manage and maintains CMDB, Central libraries, Tools, and data.
  • Ensures regular housekeeping of the CMDB, Identification of CIs, Proposes CI naming conventions.
  • Provides reports, including management reports, impact analysis reports and configuration status reports.
  • Ensures that the CMDB is updated when a Change is implemented. Perform regular Internal Audits and participates in External Audits.
  • Monitoring of lifecycle events of Assets and A point of escalation for the Configuration Management process.
  • Assist in the definition of CI classes, types, and data requirements.

Incident Manager

Altisource Business Solutions Pvt Ltd
Mumbai
07.2013 - 01.2015
  • Respond to incident calls and emails from users on desktop related issues.
  • Provide level 1 & 2 remote troubleshooting support on desktop issues.
  • Escalate unresolved cases to relevant onsite support team.
  • Document all reported incidents, identify trends to assist in future problem resolution.
  • Generate, track, and close trouble tickets, own the tickets and follow up with respective 2nd in line support, 3rd Party Support, or Business Users to the closure.
  • Send email communications to a wide global audience giving details of the live incidents; send Executive Communications as required.
  • Provide appropriate inputs to the problem management process, RCA preparation.

Tech Associate - Process Management

Clover Infotech Pvt Ltd
Mumbai
05.2012 - 07.2013
  • Part of Process Management team.
  • Reviewing Release notes prepared by Application, Middleware and Database team.
  • Raising Change requests as per requirement.
  • Presenting Monthly Status Review report to client.

IT Helpdesk Coordinator at Kalyx InfoTech (Kalyani

Kalyx InfoTech (Kalyani Informix)
Mumbai
07.2011 - 05.2012
  • Ticket queue monitoring, L1 resolution and assigning tickets to respective support groups for end users.

Education

Bachelors of Computer Applications -

TVPM Pune University
12.2008 - 5 2011

Higher Secondary Cert - 12th - undefined

RJ Thakur Jr Collage
06.2007 - 2 2008

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Maharashtra State Board
06.2005 - 3 2006

Management Problem Management Change Management ITSM IT Infrastructure Operations End User Support ITIL 05 CERTIFICATION ITIL Foundation - Incident

ITSM, ITIL. - undefined

Mane Tech Lead seeking roles in Incident Management, Escalation Management, IT Infrastructure Operations, Problem Management, Change Management, Technical Support, End User Support, Configuration Management, SLA Management

Skills

    ITIL best practices

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Certification

ITIL Intermediate IT Service Operations Certified

Timeline

Tech Lead - Tech Mahindra
04.2023 - Current
Project Lead - ITSM - Clover Infotech Pvt Ltd
08.2021 - 04.2023
High Severity Incident Manager - DXC Technology
05.2021 - 08.2021
Team Lead - Major Incident and Problem Management - Clover Infotech Pvt Ltd
03.2018 - 05.2021
Tech Associate - Incident and SACM - Tata Consultancy Services (TCS)
01.2015 - 03.2018
Incident Manager - Altisource Business Solutions Pvt Ltd
07.2013 - 01.2015
Tech Associate - Process Management - Clover Infotech Pvt Ltd
05.2012 - 07.2013
IT Helpdesk Coordinator at Kalyx InfoTech (Kalyani - Kalyx InfoTech (Kalyani Informix)
07.2011 - 05.2012
TVPM Pune University - Bachelors of Computer Applications,
12.2008 - 5 2011
RJ Thakur Jr Collage - Higher Secondary Cert - 12th,
06.2007 - 2 2008
Maharashtra State Board - ,
06.2005 - 3 2006
- Management Problem Management Change Management ITSM IT Infrastructure Operations End User Support ITIL 05 CERTIFICATION ITIL Foundation, Incident
- ITSM, ITIL.,

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Swapnil Shravan ManeTech Lead Seeking Roles In Incident Management, Escalation Management, IT Infrastructure Operations, Problem Management, Change Management, Technical Support, End User Support, Configuration Management, SLA Management, ITSM, ITIL.