ServiceNow
Vishal Ramdas Shinde
Service Integration Manager
Mumbai
Summary
Experienced IT professional seeking challenging assignments in IT Service Management and Client Services with a reputable organization. Dedicated to delivering exceptional customer experiences and ensuring seamless operations through expertise in IT service delivery and client relationship management. Committed to driving efficiency, improving service quality, and optimizing processes to achieve organizational goals. Strong technical acumen, problem-solving skills, and passion for customer satisfaction contribute to making a positive impact within the company.
Overview
18
18
years of professional experience
1
1
Certificate
3
3
Languages
Work History
Service Integration Manager
Capgemini Technologies Services Ltd
01.2022 - Current
- Working as Service integration Manager for one of the UK based customer and leading a team of Service Management Process owners
- As integration manager handle management and integration of data, various tools and supplier teams
- Act as single point of contact for the customer and supplier for all the integrated services
- Manage delivery of services from Internal Capgemini Teams (Service Desk, SI team) and External Supplier Teams to ensure that they are aligned with Customers objectives
- Governance and compliance: Ensuring that all integrated services adhere to industry standards, regulatory requirements, and organizational policies, maintaining a secure and compliant IT environment
- Incident and problem management: Overseeing the resolution of incidents and problems across all service areas, ensuring minimal disruption to business operations and improving overall service resilience
- Change management: Managing changes to the service ecosystem in a controlled manner, ensuring that changes are implemented effectively without adverse impacts on service quality
- Continuous improvement: Identifying opportunities for service improvement, driving innovation, and ensuring that the integration of services evolves in line with technological advancements and business requirements
- Service level management: Monitoring and managing service levels to meet agreed-upon targets, including the negotiation and management of service level agreements (SLAs) with both internal and external providers
- Vendor management: Acting as the central point of contact between the customer and its service providers, managing relationships, contracts, and performance to ensure that services are delivered in alignment with business needs
- Coordination and integration: Facilitating the seamless integration of services, ensuring that all components work together cohesively, regardless of being sourced internally or from third-party vendors
Incident Manager
Acma Computers Pvt Ltd
04.2021 - 12.2021
- Incident Management: Driving the efficiency and effectiveness of the incident management process
- Worked as Major Incident Manager on Client site ie SonyLiv Application Wiz Customer complaints, Incidents reported by internal Sony Team, Incidents reported by QA teams
- Managed Incident Management for Infrastructure Incident & Application related incidents
- Managed critical incidents to ensure consistent and effective engagement of technical teams, quality troubleshooting actions and timely restoration of services
- Drive severity incident bridge call to ensure proper engagement, coordination and performance of extended support teams
- Carried out quality communication during incidents to both internal and external audience, including upper management and CIO-level customer contact
- Managed high visibility customer escalations requiring immediate follow-up
- Ensuring that all IT teams follow the incident management process for every incident
- Make sure all the impacted parties have been informed about the ongoing incidents and if any service outage will be there while troubleshooting
- Oversee all critical incidents and customer requests for timely service restoration and effective incident follow-up
- Proceed with the problem management process upon service restoration by opening problem record to ensure root cause is identified and remediation actions are applied to prevent future reoccurrence of incident
- Chair RCA meeting with relevant technical teams to work on root cause detection and proceed with necessary action plan to fix the issue permanently, close the problem record
- Ensured effective tracking and documentation of incidents for organizational and executive review follow-up and strategic planning
- Complied information of Incidents
- Change Management: Receive and maintain a record of all technical change requests, ensuring records provide complete information as is required for quality assurance testing, deployment planning, roll back processes and risk mitigation
- Monitor change requests for scheduling conflicts with other changes and business events, providing oversights of change implementation and coordination and monitor open change requests for missed target dates and other exceptions
- Facilitate weekly Change Advisory Board (CAB) Meetings
- Documents all CAB actions
- Oversee the change review and approval process with technical teams and business stakeholders to ensure that all impacted systems, sub-systems and functions are aware of proposed change (s) and engaged with the review/approval process
- Schedule and host meetings including facilitating conversation around planning, execution and post-change validation
- Facilitate Emergency CAB meetings for Emergency changes
- Validate and review the change request for Emergency Change
- Validate the request for quality assurance testing, deployment planning, roll back processes and risk mitigation
- Ensure that all impacted systems and functions are aware of the emergency change
Team Lead
Team lease Digital Pvt Ltd
02.2020 - 04.2021
- Incident Management: Driving the efficiency and effectiveness of the incident management process
- Worked as Major Incident Manager on Client site ie Ocwen Financial Pvt Ltd
- Managed Global Incident Management for Infrastructure Incidents including Servers, Databases, Network etc
- Managed critical incidents to ensure consistent and effective engagement of technical teams, quality troubleshooting actions and timely restoration of services
- Drive severity incident bridge call to ensure proper engagement, coordination and performance of extended support teams
- Carried out quality communication during incidents to both internal and external audience, including upper management and CIO-level customer contact
- Managed high visibility customer escalations requiring immediate follow-up
- Ensuring that all IT teams follow the incident management process for every incident
- Make sure all the impacted parties have been informed about the ongoing incidents and also if any service outage will be there while troubleshooting
- Oversee all critical incidents and customer requests for timely service restoration and effective incident follow-up
- Proceed with the problem management process upon service restoration by opening up problem record to ensure root cause is identified and remediation actions are applied to prevent future reoccurrence of incident
- Chair RCA meeting with relevant technical teams to work on root cause detection and proceed with necessary action plan to fix the issue permanently, close the problem record
- Ensured effective tracking and documentation of incidents for organizational and executive review follow-up and strategic planning
- Complied information of Incidents
- Change Management: Receive and maintain a record of all technical change requests, ensuring records provide complete information as is required for quality assurance testing, deployment planning, roll back processes and risk mitigation
- Monitor change requests for scheduling conflicts with other changes and business events, providing oversights of change implementation and coordination and monitor open change requests for missed target dates and other exceptions
- Facilitate weekly Change Advisory Board (CAB) Meetings
- Documents all CAB actions
- Oversee the change review and approval process with technical teams and business stakeholders to ensure that all impacted systems, sub-systems and functions are aware of proposed change (s) and engaged with the review/approval process
- Schedule and host meetings including facilitating conversation around planning, execution and post-change validation
- Facilitate Emergency CAB meetings for Emergency changes
- Validate and review the change request for Emergency Change
- Validate the request for quality assurance testing, deployment planning, roll back processes and risk mitigation
- Ensure that all impacted systems and functions are aware of the emergency change
Sr Tech Lead
HCL Technologies Pvt Ltd
10.2017 - 08.2019
- Incident Management: Driving the efficiency and effectiveness of the incident management process
- Worked as Major Incident Manager on Client site ie Nomura Pvt Ltd
- Managed Global Incident Management for all the regions including ASIA, US & UK for Infrastructure Incidents including Servers, Databases, Network etc
- Managed critical incidents to ensure consistent and effective engagement of technical teams, quality troubleshooting actions and timely restoration of services
- Drive severity incident bridge call to ensure proper engagement, coordination and performance of extended support teams
- Carried out quality communication during incidents to both internal and external audience, including upper management and CIO-level customer contact
- Managed high visibility customer escalations requiring immediate follow-up
- Ensuring that all IT teams follow the incident management process for every incident
- Make sure all the impacted parties have been informed about the ongoing incidents and also if any service outage will be there while troubleshooting
- Oversee all critical incidents and customer requests for timely service restoration and effective incident follow-up
- Proceed with the problem management process upon service restoration by opening up the problem record to ensure root cause is identified and remediation actions are applied to prevent future reoccurrence of incident
- Chair RCA meeting with relevant technical teams to work on root cause detection and proceed with necessary action plan to fix the issue permanently, close the problem record
- Ensured effective tracking and documentation of incidents for organizational and executive review follow-up and strategic planning
- Complied information of Incidents handled for reporting, analysis and continued service improvements purposes
- Change Management: Receive and maintain a record of all technical change requests, ensuring records provide complete information as is required for quality assurance testing, deployment planning, roll back processes and risk mitigation
- Monitor change requests for scheduling conflicts with other changes and business events, providing oversights of change implementation and coordination and monitor open change requests for missed target dates and other exceptions
- Facilitate weekly Change Advisory Board (CAB) Meetings
- Documents all CAB actions
- Oversee the change review and approval process with technical teams and business stakeholders to ensure that all impacted systems, sub-systems and functions are aware of proposed change (s) and engaged with the review/approval process
- Schedule and host meetings including facilitating conversation around planning, execution and post-change validation
- Facilitate Emergency CAB meetings for Emergency changes
- Validate and review the change request for Emergency Change
- Validate the request for quality assurance testing, deployment planning, roll back processes and risk mitigation
- Ensure that all impacted systems and functions are aware of the emergency change
Incident Manager
Collabra Technologies Pvt Ltd
04.2016 - 05.2017
- Incident Management: Driving the efficiency and effectiveness of the incident management process
- Worked As Major Incident Manager for client ie Reliance Jio for PAN India region for Infrastructure incidents
- Managed critical incidents to ensure consistent and effective engagement of technical teams, quality troubleshooting actions and timely restoration of services
- Drive severity incident bridge call to ensure proper engagement, coordination and performance of extended support teams
- Carried out quality communication during incidents to both internal and external audience, including upper management and CIO-level customer contact
- Managed high visibility customer escalations requiring immediate follow-up
- Ensuring that all IT teams follow the incident management process for every incident
- Make sure all the impacted parties have been informed about the ongoing incidents and also if any service outage will be there while troubleshooting
- Oversee all critical incidents and customer requests for timely service restoration and effective incident follow-up
- Proceed with the problem management process upon service restoration to ensure root cause is identified and remediation actions are applied to prevent future reoccurrence of incidents
- Ensured effective tracking and documentation of incidents for organizational and executive review follow-up and strategic planning
- Complied information of Incidents handled for reporting, analysis and continued service improvements purposes
- Change Management: Receive and maintain a record of all technical change requests, ensuring records provide complete information as is required for quality assurance testing, deployment planning, roll back processes and risk mitigation
- Monitor change requests for scheduling conflicts with other changes and business events, providing oversights of change implementation and coordination and monitor open change requests for missed target dates and other exceptions
- Facilitate weekly Change Advisory Board (CAB) Meetings
- Documents all CAB actions
- Oversee the change review and approval process with technical teams and business stakeholders to ensure that all impacted systems, sub-systems and functions are aware of proposed change (s) and engaged with the review/approval process
- Schedule and host meetings including facilitating conversation around planning, execution and post-change validation
- Facilitate Emergency CAB meetings for Emergency changes
- Validate and review the change request for Emergency Change
- Validate the request for quality assurance testing, deployment planning, roll back processes and risk mitigation
- Ensure that all impacted systems and functions are aware of the emergency change
Application Support Manager
Iksula Pvt Ltd
04.2015 - 09.2015
- Application Support Operation: - Managed E-Commerce android application support operation on client site
- Managed day to day support operation and tech team on client location
- Incident Management: - Assigned appropriate resources in each service Incidents, drove escalation when necessary and followed up with appropriate resources to facilitate timely resolution
- Acted as primary point of contact for all service escalations and provided status updates for critical Incidents
- In case of Major incidents as incident manager, initiate Conference Bridge with relevant internal teams for quick resolution
- Co-ordinate with internal stakeholders till the resolution
- As incident manager take charge of all incidents from logging to resolution, make sure the affected service resorted as quickly as possible
- New Feature Development: - Handled new feature request from client
- Analyze the requirements; forward the requirement to development team
- Work in coordination with developers to meet client satisfaction
- Reporting(Dashboard): - Created daily, weekly & monthly report for performance dashboard
- Attended weekly performance review meeting
- Gave required feedback to tech team
- Created weekly schedule for the tech team
- Team Management: - Manage Team of support technicians on client site and team of developers
Strategic Account Manager
Eclinicalworks Pvt Ltd
01.2012 - 04.2014
- Account Management & Client Servicing: - Responsible for managing the support and post implementation activities of the Clients after Go-Live that includes planning for server maintenance, future growth, Server moves and periodic application and content updates
- Performed initial practice assessment to identify practice demographics, culture, expectations and resources
- Responsible for gathering new business requirement and working with development and product management team to implement new client requirements
- Project Management: - Handled implementation projects from start to end
- Scope of project, requirement gathering, overall budget
- Managed scheduling of tech team
- Follow up with Client & Tech teams for the completions of Tasks as per the schedule
- Incident Management: - Assigned appropriate resources in each service Incidents, drove escalation when necessary and followed up with appropriate resources to facilitate timely resolution
- Acted as primary point of contact for all service escalations and provided status updates for critical Incidents
- Maintain a high level of awareness of service issues affecting software within the customer environment
- In case of Major incidents as incident manager, initiate Conference Bridge with relevant internal teams for quick resolution
- Co-ordinate with internal stakeholders till the resolution
- As incident manager takes charge of all incidents from logging to resolution, make sure the affected service resorted as quickly as possible
- Change Management Request: - Handling change management request for new feature deployment and for changes to resolving the ongoing incidents
- Authorize the change and Co-ordinate with clients’ IT personals for deployments
- Inform clients about the change window and downtime if required
- Performance Reports: - Provide centralized support management consisting of daily review of service requests and weekly service request activity reports
- Workload Handling: - Managed a Team of Support engineers and responsible for their workload, productivity and ensured that the Service requests they are working on are being responded and resolved with quality and in a timely fashion
- As a senior Strategic Account Manager help new team members whenever needed
- Team Management: - Manage Team of support technicians on similar location and remote location
- All Co-ordinate with Implementation techs for any change related tasks
Sr Customer Service Associate
First source Pvt Ltd
08.2008 - 01.2012
- Customer Service: - Worked in Voice & back office operations process for Tel-communication & Home Insurance Process
Education
BSc - IT
Mumbai University
Diploma - Industrial Electronics
Mumbai University
Skills
Service Integration
IT Service Management
Stakeholder Management
Client Service Management
Team Handling
ServiceNow
Certification
ITIL 4 Foundation
Personal Information
Date of Birth: 09/10/83
Software
Timeline
ITIL 4 Foundation
12-2025
Service Integration Manager
Capgemini Technologies Services Ltd
01.2022 - Current
Incident Manager
Acma Computers Pvt Ltd
04.2021 - 12.2021
Team Lead
Team lease Digital Pvt Ltd
02.2020 - 04.2021
Sr Tech Lead
HCL Technologies Pvt Ltd
10.2017 - 08.2019
Incident Manager
Collabra Technologies Pvt Ltd
04.2016 - 05.2017
Application Support Manager
Iksula Pvt Ltd
04.2015 - 09.2015
Strategic Account Manager
Eclinicalworks Pvt Ltd
01.2012 - 04.2014
Sr Customer Service Associate
First source Pvt Ltd
08.2008 - 01.2012
BSc - IT
Mumbai University
Diploma - Industrial Electronics
Mumbai University