Aniket Jadhav
Major Incident Manager | 6+ Years in ITSM | ITIL Certified | Driving Operational Excellence, Automation & Cross-Functional Collaboration in High-Stakes Environments
- Role
- Major Incident Manager at Tech Mahindra
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Aniket Jadhav
Strategic and results-oriented Major Incident Manager with around 6 years ofexperience in IT Service Management (ITSM), driving operational excellenceacross large-scale, global enterprises. Proven expertise in leading majorincident resolution, enhancing ITIL-based processes, and spearheadingservice improvement initiatives. Adept at managing high-pressure situations,coaching teams, and fostering cross-functional collaboration. ITIL and ITSMcertified with a strong focus on automation, KPI-driven performance, andcustomer satisfaction
Experience
Major Incident Manager
Jan 2021 — Present
Lead and coordinate all Severity 1 and 2 incident resolutions, ensuringrapid triage, clear communication, and minimal business impact.Managed a 24/7 global incident response framework, including on-callrotations, escalation paths, and high-priority communication streams.Initiated cross-team collaboration workflows that improved incidenthandoff clarity and reduced communication delays.Assisted in building early ITIL-aligned processes and drove initialadoption of ServiceNow as the centralized ticketing platform.Delivered daily KPI reports to operations managers and suggested databacked improvements.Process knowledge of Problem, Change and Incident management.Serve as the first point of escalation, facilitating functional andhierarchical escalation processes and engaging appropriate teams.Monitor and report on KPIs and SLAs, contributing to serviceperformance reviews and continuous improvement initiatives.Coach support teams, keeping skill matrices up to date and ensuringreadiness for critical incidents.Drive improvements through incident trend analysis, RCA workshops,and process automation initiatives.Developing and managing a knowledge management portal, projectdocumentation and reporting served as a key member of theInfrastructure Team ensuring that the most effective resources are alignedto restore the Business service, including follow through root causeanalysis and future prevention/risk mitigation within ITIL disciplines.Matrix management of people, processes and resources including thirdparties – including resolving conflict to move forward to resolution.
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