Nilesh M Dalvi

About Nilesh M Dalvi

Results-oriented IT professional with 12 years of experience across Service Delivery…

Experience

1. Major Incident Manager

   Kyndryl

   Nov 2023 — Present · Navi Mumbai, IN

   Efficiently manage P1 to P3 incidents, ensuring timely resolution and minimal business disruption.• Conducted daily calls to review and prioritize incident responses, ensuring alignment with service level agreements (SLAs).• Manage ownership of all high-priority incidents (P1 and P2) and make sure incidents are thoroughly explained and documented with a root cause, deficiencies and recommendations to prevent/mitigate the future loss of services. • Proficient in applying ITIL methodologies, encompassing Incident, Problem, Change and Service Level Management to optimize operational efficiency and service delivery.• Act as the primary point of contact during incidents, ensuring all relevant teams are engaged and informed throughout the resolution process.• Prepared documentation, Dashboard and reporting for the executive team on a weekly, Bi-Weekly and monthly basis using ServiceNow tools and PowerPoint presentations for Business partners. • Prepare post-incident resolution reports and collaborate with the Problem Management team to conduct root cause analysis (RCA).• Collaborate closely with Change Management and Problem Management teams to ensure smooth operations and effective incident resolution.• Keep senior leadership and customers updated on incident progress, resolution timelines, and key developments.• Ensure quality service delivery by overseeing the resolution process and confirming adherence to service standards.