Ashish Upadhyay
IT Service Manager @Tata Consultancy Services
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WORK HISTORY
IT Service Manager @Tata Consultancy Services
Mumbai, IN
As an IT Service Management Lead, I own the end-to-end governance of Incident, Problem, and Change Management across a large-scale, business-critical infrastructure. I serve as a strategic interface between technical operations and senior client stakeholders, regularly presenting service performance, risk posture, and transformation plans to VPs and Infra Heads.Core Responsibilities:Leading ITSM delivery across IPC processes with a focus on stability, compliance, and continuous service improvementDriving executive-level presentations on operational performance, SLA adherence, and service health metricsDefining and refining KPIs, reporting dashboards, and analytics to support data-driven decisionsManaging vendor performance, contractual compliance, and cross-tower coordination to ensure operational excellencePlaying a key role in capacity planning, demand management, and ensuring BCP/DR readinessLeveraging tools like AppDynamics, SolarWinds, and Oracle Performance Manager for proactive performance monitoring and RCAChampioning automation and process maturity initiatives aligned with ITIL 4 and organizational strategyNotable Contributions:Achieved a sharp reduction in SLA breaches via predictive incident trend analysis and tighter change controlStrengthened governance by introducing structured dashboards and stakeholder-specific reportingEnhanced stakeholder confidence through consistent, value-focused communication at leadership forums
EDUCATION
University of Mumbai
BSc.IT
University of Mumbai
M.Sc. IT
ABOUT ASHISH UPADHYAY
An experienced IT Service Manager with over 8 years of experience in managing major…
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