Nilesh Pande
Major Incident Manager | 6+ Years in High-Velocity IT Environments | ITIL-Certified | Expert in Automation, Crisis Response & SLA Reporting
- Role
- Major Incident Manager at Capgemini
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Nilesh Pande
Seasoned Critical Incident Manager with 5+ years of experience in high-velocity ITenvironments, adept at minimizing downtime and enhancing system availability.Strong expertise in ITIL frameworks, crisis management, and critical communication.Proven track record in successfully leading company-wide recovery efforts during majoroutages, reducing recovery time.Automation to Ease Workload: Seamless integration of the automated Incident Resolution tool,Shoreline.io, leading to a 30% reduction in Mean Time to Restore Services and a 25% decrease inon-call workload.Informing management through diverse incident reports, including aging tickets, case types,SLA-based metrics, outage summaries and availability and performance reports.
Experience
Major Incident Manager
Aug 2024 — Present
Oversaw and managed critical incidents, ensuring swift resolution in compliance withestablished service-level agreements (SLAs).Take ownership of all high-priority incidents (SEV1 and SEV2), review the Post-Incident Report(PIR), and ensure incidents are comprehensively documented, including root cause analysis,identified deficiencies and actionable recommendations to prevent or mitigate future servicedisruptions.Coordinated across cross-functional teams including IT, operations and security to resolveincidents efficiently and restore services quickly.Led post-incident reviews (PIRs) to analyze root causes and recommended improvements toprevent recurrence.Provided clear and timely communication to stakeholders during major incidents, ensuringtransparency and alignment on actions and timelines.Monitored and reported incident metrics, identifying trends to improve the incidentmanagement process.Maintain strict compliance with the processes and governance of Incident, Problem and Change(IPC) Management.Proven success in achieving KPI goals while leading multiple projects within the ServiceManagement domain.
Education
Guru Nanak Khalsa College of Arts Science & Commerce
HSC, Science
Dr. Balasaheb Sawant Konkan Krishi Vidyaapeeth,(former Konkan Krishi Vidyapeeth) Ratnagiri
Bachelor of Science , Agriculture, Agriculture Operations, and Related Sciences
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