Sayali G.

About Sayali G.

I am an outgoing, dedicated and creative professional with a strong background in Major IncidentManager. Having 6+ years, I have accumulated valuable experience in Major Incident Management,Incident Management, Problem Management, Change Management. My expertise lies in providingeffective solutions, services and resolutions to clients. I have gained extensive knowledge in handlingescalations, complaints, risk compliance and quality assurance, ensuring high standards of servicedelivery.Skilled in managing ITIL processessuch asIncident, Change and Problem Management.Certified ITIL practitioner with comprehensive expertise in IT service management and operations.I have been proactive in initiating the creation and refinement of process documentation and StandardOperating Procedures (SOPs), significantly contributing to the continuous improvement of IT Serviceoperations. In my role, I oversee and meticulously control services to uphold service targets whileseamlessly aligning with SLA requirements. My strong communication, interpersonal and leadershipskills converge to drive the successful achievement of our business objectives.

Experience

1. Major Incident Manager

   Tech Mahindra

   Jan 2021 — Present

   Skilled in effectively managing critical issues as both a Major Incident Manager and Problem Manager forincidents classified as Severity 1 and Severity 2.Manage the entire life cycle of critical incidents.Proficient in applying ITIL best practices including Incident, Problem, Change and Service LevelManagement.Introduced a post-mortem analysis practice for incidents, which provided insights for future preventionand reduced recurring issues.Produced weekly, monthly and quarterly documentation and reports for executive review usingServiceNow tools for clear communication.Escalation managementBeing accountable forresolving the outage via workaround or permanent fix.Resolving incidents within the specified Service Level Agreements/Operational Level Agreements.Incident Response Management:Leading the response to major incidents to minimize businessimpact and restore services swiftly.Ensuring adherence to incident management processes and SLAs.Coordinating with technical teams, vendors and stakeholders to expedite resolution.Root Cause Analysis and Problem Management:Conducting thorough root cause analysis (RCA) for major incidents to prevent recurrence.Initiating and managing problem management processes to address underlying issues.

Education

• Rashtrasant Tukadoji Maharaj Nagpur University Rtmnu

  Bachelors of Engineering, Computer Science

  2013 — 2018

• Internshala Trainings

  Data Science Course, Data Science

  2024 — 2025