Yogesh Kale
Operations Manager
Pimpri
Summary
With over 16 years of experience in Technical Operations, I have a strong background in IT service management(ITIL), team management, reporting & documentation, training & development, as well as transition and reverse transition. As an effective leader, I have successfully led teams to showcase improvement in Incident/MTTR by training and while guiding team members and promoting knowledge base within the team. Additionally, I possess the ability to effectively manage stakeholders by informing them of future scenarios and maintaining key relationships. By acquiring feedback on critical issues and taking appropriate actions, I ensure the best customer experience possible.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
7
7
Certificates
3
3
Languages
Work History
Operations Manager
Infosys BPM
Pune, Maharashtra
07.2021 - Current
- Managed and coordinated the response to critical incidents impacting customer experience, resulting in a 30% reduction in resolution time.
- Developed and implemented a comprehensive incident management program, including emergency operating procedures and communication strategies. Collaborated with cross-functional teams to drive process improvements and automation, leading to a 20% increase in operational efficiency.
- Implemented and executed major incident management processes including invocation, ownership, escalation, communication, and restoration of service
- Communicated ongoing incidents to customers and internal stakeholders, translating technical jargon into easy-to-understand communications.
- Facilitated incident mitigation, recovery, and resolution for high-risk incidents, ensuring prompt and efficient response.
- Prepared post incident review documents and attend problem management review meetings to ensure determination of root cause; prepared accurate, appropriate, and timely communication to internal and external stakeholders
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging
skills.
• Reviewed and compared PIRs for relationships, dependencies, and trends, by creating pivot tables and supporting reports in Excel
Assistant Manager
Infosys BPM
Pune, Maharashtra
01.2019 - 06.2021
- Participated in and managed business projects, quality audits, and following ITSM framework.
- Overseeing all major incidents by coordinating with vendors and stakeholders in timely manner.
- Performed root cause analysis and implemented solutions to resolve incident and problem tickets
- Working with onshore counterpart to meet the deliverables.
- Implemented process improvements in incident management, resulting in a 25% reduction in response time.
- Monitored operational metrics and identified areas for improvement, implementing strategies to increase efficiency.
- Collaborated with cross-functional teams to optimize workflows and streamline communication processes.
Team Lead
Infosys BPM
Pune, Maharashtra
08.2015 - 12.2018
- Overseeing the escalation and critical incidents on priority . Responsible for involving the TAC and L3 team to
close the incident within the SLA - Led a team of 20+ resources engineers for 24/7 technical support for the customer
- Managed and supported 8+ queues as a part L1 support to deliver the resolution in timely manner
- Providing resolution of more than 300+ Incident across 8 queues within TAT through Service Now(SNOW) tool.
- Responsible for Resource Management, recruiting, training, performance management and development – driving the growth of the staff so that necessary standards are met and maintained.
- Provide detailed reports to management including metrics, staffing projections, root cause analysis.
- Coordinated with clients to author ITIL-compliant SOPs for Tier 2 incident response, resolution, and escalation, resulting in a 59% increase in Tier 2 effectiveness.
Education
Master - Computer Management
PUNE UNIVERSITY
01.2006 - 01.2008
Bachelor - Commerce
PUNE UNIVERSITY
01.2003 - 01.2005
Skills
Operations Management
undefinedCertification
ITIL certification : Incident, Problem, Change, Configuration, Service Transition, Service Operations, SLAs & KPIs, Vendor Management, CSI, IT Governance
Accomplishments
- ELF score of 7/7 for Claim and Member domain for 3 consecutive years
- Received HPI (High Performance Incentive CEO award) twice 2019 and 2022
Personal Information
- Marital Status: Married
- Visa Status: US Business Visa Valid Till 2028
Timeline
Operations Manager
Infosys BPM
07.2021 - Current
Assistant Manager
Infosys BPM
01.2019 - 06.2021
Team Lead
Infosys BPM
08.2015 - 12.2018
Master - Computer Management
PUNE UNIVERSITY
01.2006 - 01.2008
Bachelor - Commerce
PUNE UNIVERSITY
01.2003 - 01.2005
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