Rahul Pinjarkar

About Rahul Pinjarkar

Experienced IT Support and Major Incident Management professional with around 5 years of expertise in majorincident management, problem management and change management. Skilled at engaging support teams, drivingincident resolution and ensuring service continuity. Seeking to leverage hands-on experience in IT servicemanagement and incident handling to contribute to the success of a dynamic IT Services & Consulting organization.With a solid foundation in IT infrastructure, monitoring tools and ITIL best practices, I excel at incident classification,priority management and fostering collaboration across diverse stakeholders. Proven experience in leading majorincidents, driving continuous improvements and coordinating cross-functional teams. I am committed tocontributing to operational excellence and ensuring business continuity.

Experience

1. Senior Associate

   Tata Consultancy Services

   Sep 2020 — Present

   Managed IT service delivery for enterprise clients, ensuringthat all services were delivered on time, within scope and incompliance with SLAs- Manage multiple releases simultaneously, including major,minor, and emergency patches, ensuring minimal downtime- Manage the full life cycle of the ITIL Incident ManagementProcess to organization standards, including Severity-1 andSeverity-2 incidents- Implemented major incident management processes usingServiceNow, including tracking, prioritizing and resolvingservice requests- Lead the integration of services across multiple vendors andinternal teams, ensuring consistent service delivery- Implement post-release reviews to assess the success of thedeployment and document lessons learned.Coordinated service management functions such as changemanagement, problem management and incident resolution- Ensured consistent and high-quality client communication,providing status updates and addressing escalated issues- Developed and maintained service managementdocumentation, including Standard Operating Procedures(SOPs) for incident and change management processes- Acted as the single point of contact for service-relatedescalations, addressing issues and minimizing servicedisruptions- Log all Incident/Service Request details, assign appropriatecategorization and prioritization codes and provide users withstatus updates at agreed intervals.

Education

• Sant Gadge Baba Amravati University, Amravati

  Bachelor of Business Administration - BBA, Business Administration and Management, General