Samadhan Rawale
Major Incident Manager with 3+ years of Experience || Certified ITIL professional || Handling Critical Incidents || SLA Management || Problem and Change Management
- Role
- Major Incident Manager at IBM
- Location
- Pune, MH, IN
- LinkedIn followers
- 500 followers
About Samadhan Rawale
Dedicated and result-driven Major Incident Manager with around 3+ years of experience in ITIL Service Management, Incident Management, Problem Management, Change Management, and Service Delivery.Skilled in leading and coordinating the resolution of critical incidents, ensuring adherence to SLAs and driving continuous improvement initiatives.Certified ITIL professional with a comprehensive grasp of IT services and processes.
Experience
Major Incident Manager
Jan 2022 — Present · Pune, IN
Major Incident Manager with a proven track record of managing day-to-day operations within the Major Incident Team, ensuring timely execution of tasks in accordance with SLA requirements. Skilled in guiding stakeholders, driving alignment and achieving KPI goals while successfully leading multiple projects within the service management domain.Major Incident Lifecycle Management: Responsible for overseeing the full lifecycle of major incidents, from initial detection through to resolution. Take charge of severity 1 and severity 2 incidents, driving swift resolution and minimizing service disruption.Tool Integration: Led the successful integration of the automated Incident Resolution tool shoreline.io, resulting in a 30% reduction in Mean Time to Restore Services and a 25% decrease in on-call workload.Stakeholder Communication: Maintain clear & consistent communication with users, documenting Incident and Service Request details, assigning correct categorization and prioritization and ensuring users are kept updated on incident status at agreed intervals.Problem and Change Management: Proven expertise in managing critical incidents & driving continues service improvement. Collaborate closely with Problem Management, Change Enablement and Configuration Management teams to address underlying issues and drive root cause analysis (RCA).Risk Management: Proactively assess and mitigate future risks and impacts to customers and stakeholders, ensuring proper triage and prioritization of incidents based on severity.Post-Incident Review: After incident resolution, lead the documentation of Post-Incident Reviews and transfer findings to the Problem Management team for RCA, helping to prevent future occurrences.
Education
GOVERNMENT COLLEGE OF ENGINEERING, JALGAON.
Bachelor of Technology
2017 — 2021
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