Vishal Shinde
Pune
Summary
Accomplished Incident Manager with 12 years of experience in the ITIL domain, specializing in managing critical incidents and improving service availability in banking and IT sectors. Proficient in handling P1 and P2 outages, conducting root cause analysis, and communicating effectively with stakeholders to minimize business impact. Expertise in implementing and optimizing ITIL Incident Management processes to reduce incidents and enhance operational efficiency. Skilled in client relationship management, coordinating bridge calls, and delivering structured incident reports to meet SLA commitments. Proficient in using industry-standard tools like ServiceNow, MS Excel, and Bugzilla for documentation, dashboard creation, and trend analysis. Demonstrated leadership in overseeing L1/L2 support teams, conducting training sessions, and aligning team efforts with organizational objectives and ITIL best practices. Recognized for excelling in high-pressure environments through strong communication, organizational skills, and problem-solving abilities.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Manager
Axis Bank
08.2021 - Current
- Spearheaded the institutionalization of ITIL-based Incident Management frameworks within the banking IT environment, enhancing response efficiency and process standardization.
- Drove incident trend analysis and root cause initiatives to proactively reduce recurring disruptions, achieving measurable improvements in system stability and uptime.
- Played a pivotal role in strengthening governance of L1 and L2 support operations, ensuring adherence to escalation protocols and seamless cross-team collaboration.
- Championed the creation and dissemination of actionable insights through real-time dashboards and management reports, enabling leadership to make data-driven decisions.
- Partnered with cross-functional stakeholders to streamline issue triaging and knowledge dissemination, accelerating resolution timelines across critical services.
- Oversaw resource performance tracking and shift adherence, contributing to consistent SLA compliance and service reliability.
- Led regular readiness and audit reviews for compliance with internal controls and industry regulations in the ITSM landscape.
- Fostered a culture of accountability and learning by mentoring team members on ITIL principles and operational excellence.
- Key Result Areas:
Sr. Consultant
Wipro Technologies
03.2019 - 08.2021
- Led end-to-end management of high-severity P1 and P2 incidents, ensuring swift engagement through crisis bridges and real-time stakeholder communication, resulting in a 30% reduction in mean time to resolution (MTTR).
- Delivered consistent and timely client updates during outages, earning recognition for transparency and responsiveness under pressure.
- Streamlined outage communication workflows by standardizing SMS and email alerts (initial, update, resolution), significantly improving awareness and coordination across impacted business units.
- Collaborated with cross-functional technical teams to drive root cause analysis (RCA) for critical outages, enabling actionable insights and reducing repeat incidents by 20% quarter-over-quarter.
- Maintained accurate and audit-ready documentation of major incident lifecycles, supporting compliance and continuous service improvement.
- Significant Accomplishments:
Team Leader
Indus Technologies Software Pvt. Ltd.
10.2018 - 02.2019
- Monitored and triaged critical issues via mailbox and Bugzilla, ensuring timely assignment of new tickets to appropriate support teams and seamless follow-ups beyond business hours.
- Ensured SLA compliance through proactive escalation protocols and effective stakeholder communication for high-priority incidents.
- Delivered accurate and timely daily/monthly operational reports, improving visibility into issue trends and team performance.
- Played a key role in client satisfaction by consistently providing clear status updates and support team alignment during urgent cases.
- Strengthened team capability by coordinating and scheduling targeted training sessions, fostering a culture of continuous improvement.
- Significant Accomplishments:
IT Operations Analyst
Accenture Pvt. Ltd.
10.2015 - 07.2018
- Led real-time coordination of major and minor IT incidents, including IVR outage broadcasting and rapid engagement of technical bridges, ensuring swift resolution and minimized downtime.
- Managed full incident lifecycle for P1 and Major Incidents, documenting detailed chronologies and maintaining whiteboards for effective stakeholder visibility.
- Created and maintained ‘Circle’ communication updates to keep all stakeholders aligned throughout the incident process.
- Delivered monthly consolidated outage reports with actionable insights, supporting trend analysis and continuous service improvement for client-facing reviews.
- Significant Accomplishments:
Associate
ATOS India Ltd.
12.2010 - 08.2015
- Oversaw end-to-end Incident Management for KPN & SLB projects, ensuring seamless coordination across teams and consistent adherence to defined SLAs.
- Directed incident response operations, including call handling and resource management, to deliver high service availability and minimal SLA breaches.
- Implemented structured escalation protocols, ensuring timely stakeholder notifications and driving accountability throughout the incident lifecycle.
- Monitored SLA compliance and led initiatives to address violations, contributing to measurable improvements in service delivery and client satisfaction.
- Significant Accomplishments:
Education
Bachelor of Commerce - undefined
Pune University
01.2010
Skills
- Incident Resolution Strategies
- Escalation Matrix Handling
- Crisis Management
- Service Level Agreement Compliance
- Team Leadership
- Crisis Communication
- Root Cause Analysis
- Process Improvement
- Stakeholder Management
- People Management
- Training and Development
- Quality Assurance
- Performance Metrics
Certification
ITIL V3 Foundation
KEY HIGHLIGHTS
- Successfully reduced incident counts by implementing the ITIL incident process at Axis Bank, Pune, resulting in improved efficiency and client satisfaction.
- Led a team of L1 and L2 support staff, ensuring timely incident resolution and adherence to ITIL processes, contributing to a high-performance work environment.
Timeline
Senior Manager
Axis Bank
08.2021 - Current
Sr. Consultant
Wipro Technologies
03.2019 - 08.2021
Team Leader
Indus Technologies Software Pvt. Ltd.
10.2018 - 02.2019
IT Operations Analyst
Accenture Pvt. Ltd.
10.2015 - 07.2018
Associate
ATOS India Ltd.
12.2010 - 08.2015
Bachelor of Commerce - undefined
Pune University
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