Sachin Shedage

Change and Incident Management Lead @Kyndryl India

Navi Mumbai, IN

Key Responsibilities:• Directed ITIL-aligned Change Management, Incident Management, and Problem Management processes across enterprise accounts, ensuring compliance, risk mitigation, and process governance.• Lead Major Incident Management (MIM) activities, conducted Root Cause Analysis (RCA), implemented Corrective and Preventive Actions (CAPA), and reduced Mean Time to Resolve (MTTR) to ensure business continuity.• Designed, executed, and monitored Service Improvement Plans (SIP) to optimize processes, enhance customer satisfaction (CSAT), and improve operational efficiency.• Facilitated Change Advisory Board (CAB) meetings, coordinated stakeholder communications, and oversaw end-to-end change lifecycle for seamless IT operations.• Implemented automation, workflow enhancements, and process improvements for Incident, Change, and Problem Management, improving efficiency, compliance, and SLA adherence.• Defined Key Performance Indicators (KPIs), monitored SLAs, and generated MIS and trend analysis reports for senior management and client reviews.• Managed and mentored a team of 10+ IT professionals, handling hiring, onboarding, training, performance management, and skill development.• Ensured RBI audit compliance by maintaining robust documentation, adhering to regulatory change controls, addressing audit observations, and coordinating with internal audit and risk teams to close compliance gaps.• Drove IT service integration for new accounts, managing solution design, transition, and BAU handover.

North Maharashtra University

Bachelor's degree

Manipal University Jaipur

Master of Business Administration - MBA

Doctor Babasaheb Ambedkar Technological University

Diploma in