Vishwashil V Lawhale

Professional Summary.

ITIL-certified Problem Manager with 12+ years of experience in IT Service Management, specializing in Problem, Incident, and Root Cause Analysis. Proven ability to reduce recurring incidents, improve service stability, and drive continuous improvement across enterprise and managed services environments. Strong stakeholder management and cross-functional coordination skills.

Core Competencies.

• ITIL Problem Management.
• Root Cause Analysis (RCA, 5 Whys, Fishbone).
• Major Incident and Post-Incident Review (PIR)
• Known Error Database (KEDB)
• Incident and Change Management Integration
• ServiceNow, BMC, Remedy.
• SLA / OLA Governance.
• Trend Analysis and Reporting
• Continuous Service Improvement (CSI)

Key Responsibilities.

• Managed the Problem Management process in alignment with ITIL standards to ensure effective resolution of incidents.
• Identify, log, and prioritize problems, including trend analysis of recurring incidents.
• Lead and facilitate Root Cause Analysis (RCA), Post-Incident Reviews (PIR), and Major Problem Reviews.
• Ensure timely identification and implementation of permanent fixes, and workarounds.
• Maintain the Known Error Database (KEDB) with documented root causes and resolutions.
• Collaborated with the Incident, Change, Release, and Service Desk teams to facilitate comprehensive problem resolution.
• Track problem progress, and ensure adherence to SLAs/OLAs.
• Drive continuous service improvement by analyzing problem trends, and recommending proactive actions.
• Developed and presented problem reports, metrics, and dashboards to stakeholders and leadership to inform decision-making.
• Ensure proper documentation and compliance with internal and regulatory requirements.

Skills

• Strong understanding of ITIL Problem Management principles and processes.
• Hands-on experience with ITSM tools (e.g., ServiceNow, Remedy, BMC).
• Excellent RCA techniques (5 Whys, Fishbone).
• Strong analytical, problem-solving, and decision-making skills.
• Ability to coordinate across multiple technical and business teams.
• Strong written and verbal communication skills.
• Experience working in enterprise or managed services environments.

Tools and Technologies.

• ITSM Tools: ServiceNow, Remedy, BMC.
• Monitoring Tools: Splunk, SolarWinds, Dynatrace.
• Reporting: Power BI, Excel, and ServiceNow Dashboards.
• Documentation: Confluence / SharePoint

Responsibilities:

• Incident Declaration and Management: Identified high-priority, critical service interruptions, and initiated formal response procedures to minimize downtime.
• Acted as the central point of contact for stakeholders, provided regular updates, and managed business expectations during incidents.
• Coordinated technical teams, established virtual and physical war rooms, and facilitated technical bridges.
• Process Compliance: Ensuring incident resolution complies with ITIL frameworks, specifically managing urgent changes to restore service.
• Post-Incident Analysis: Led post-mortem meetings (PIR) to document the root cause, actions taken, and recommended process improvements for future incident management.
• Communication: Strong verbal and written skills to translate technical issues into business impact.
• Leadership and Coordination: Proven ability to manage cross-functional teams and external suppliers.

Responsibilities

• Implemented the Incident Management process and executed reporting procedures to enhance incident resolution.
• Creation of incidents and service requests for the supported applications, first point analysis on tickets, and assigning them to L2, L3, or other service lines based on the scope.
• Coordinate and manage conference calls, conference chats, and communications to ensure restoration activities progress continuously, with the right resources engaged.
• Communication with business clients and the first point of contact/interface for application issues and outages between the business and technology teams.
• Acted as the initial escalation point for incidents unresolved within agreed service levels, facilitating timely resolutions.
• Researched the root causes of incidents, resulting in the elimination of interruptions and improved system stability.
• Provided temporary solutions (workarounds) to incident management.
• Publishing new incidents in the Problem Management report, and updating the same in the Known Error Database and Root Cause Analysis report.
• Managed website operations for Toys R Us, ensuring a seamless user experience.

Responsibalities

• Managed incident notifications per agreed process, and led bridge calls for effective coordination, incident resolution, and service restoration.
• Escalated high-severity incidents to Customer Incident Managers and provided initial analysis or resolution reports to customers and higher management.
• Coordinated with vendors, the client problem management team, and other towers for incident resolution.
• Created and submitted incident and change tickets for identified issues, and conducted initial reproduction of the problems.
• Monitoring Jira, ServiceNow ticketing tool for incidents and SRs for any technical issues.
• Handover the ticket to the technical team (L2) for further investigation.
• Monitoring OpsGenie, a New Relic tool for CPU, disk, and memory management for threshold value.
• Attending calls on Skype with .NET developers and with Java developers for daily updates on tickets.
• Managed website content for kpn.com in the UK.