Satywan Jadhav
Operations & Service Delivery Manager | ITIL 4 Certified | 12 Yrs in ITSM | ServiceNow | Incident, Change & Problem Management |
- Role
- Incident Manager at Yotta Data Services Private Limited
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Satywan Jadhav
As a ITIL 4 Foundation Certified Change Management professional, my expertise lies in…
Experience
Incident Manager
Yotta Data Services Private Limited
Sep 2025 — Present · Mumbai, IN
Lead bridge calls during critical incidents, driving resolution with cross-functional technical teams and stakeholders.• Documented key actions, decisions, and timelines during conference calls for audit and transparency.• Shared timely incident updates with stakeholders via email/SMS to ensure business continuity.• Took quick decisions under pressure to minimize downtime and restore services effectively.• Collaborated with Problem Management Team to provide inputs for Root Cause Analysis (RCA) and validated with Tech Leads before sharing with customers.• Maintained Major Incident Tracker and ensured proper escalation handling across all service towers.• Prepared and circulated daily incident reports (open, aging, SLA breach) to support scheduled morning incident calls.• Conducted morning incident review calls, driving closure of long-pending incidents and coordinating cross-team dependencies.• Monitored critical alerts on Zabbix & Tussom dashboards and ensured prompt action by notifying relevant teams.• Managed Service Desk operations including ticket monitoring, resource allocation, SLA adherence, and escalations.• Acted as single point of contact (SPOC) for ticketing tool queries, providing guidance and support to IT team members.• Ensured SLA compliance and timely resolution of incidents through proactive tracking and escalation management.• Implemented Service Improvement initiatives, Knowledge Bank, SOPs, and new process requirements.• Conducted periodic tool reviews and collaborated with Business IT SPOCs to analyze call reports and SLA performance.• Delivered training and awareness sessions to Service Desk team members for efficient tool usage and incident handling.• Prepared and maintained daily/weekly/monthly call reports and captured feedback for process enhancements.• Oversaw task distribution and workload management within the support team to ensure smooth operations.
Education
Tilak Maharashtra Vidyapeeth, Pune
BCA (Bachelor of Computer Application)
Tilak Maharashtra Vidyapeeth, Pune
Bachelor of Computer Application, Computer Science
Skills
- Help Desk Support
- Troubleshooting
- Ticketing
- Networking
- Network Monitoring Tools
- Coordination
- Noc
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