Ravi Surtani
Unified Service Management | Problem Management | Incident Management | Change Management | Knowledge Management
- Role
- Incident Management Lead at Tata Consultancy Services
- Location
- Mumbai, IN
- LinkedIn followers
- 500 followers
About Ravi Surtani
As an Major Incident Manager at Tata Consultancy Services (TCS), I oversee the escalation and major incidents, ensuring timely and efficient resolution of critical issues. I have more than five years of experience in end-to-end Incident Management, specializing in the orchestration of effective responses to high-impact incidents. I coordinate efforts between various teams, including escalation managers and major incident managers, to minimize downtime and mitigate the impact of incidents. I create and implement incident response plans, following a structured and consistent approach to incident resolution. I also proactively identify opportunities for process improvements to enhance overall incident management effectiveness. Additionally, I analyze incident data to derive insights for continuous enhancement of response strategies. I hold a Bachelor of Commerce degree from Savitribai Phule Pune University and an ITIL v4 Foundation certification from Axelos. I am passionate about delivering quality service and ensuring customer satisfaction.
Experience
Incident Management Lead
Apr 2012 — Present · Mumbai, IN
Currently working as an Incident Management Tower Lead, for major global chemical manufacturing partner. Already worked as a Change Manager, Problem Manager, and Knowledge Manager. Currently leading a Team of 16 full time_employee (FTEs) working as Major Incident Managers (L2) and Escalation Managers (L1). Streamlined Incident and Knowledge Management process workflow Directed Command Center projects including SAA Secure Authentication Access and Planned Power Outages at manufacturing sites. Analyzed 500+ incident records monthly using ServiceNow Reporting and Data Analytics skills, applied linear regression and feature engineering to predict outcomes with 85% accuracy and prioritized CMDB items using impact scoring. Drove Incident automation/transformation efforts, reduced overall Incident priority 1 and priority 2 creation by 30%. Ensured operational continuity through effective crisis handling. Reduced unwanted Knowledge Articles by 20% as part of Knowledge Management Waste Elimination efforts
Education
Savitribai Phule Pune University
Bachelor of Commerce - BCom, Business/Commerce, General
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