Swati Patil

About Swati Patil

Driven and ITIL-certified professional with close to 6 years of experience in IT Service Management, with a strong focus on Major Incident and Change Management. Skilled in managing complete incident lifecycles, facilitating technical bridge calls, and performing root cause analysis using methods like the 5 Whys. Experienced in evaluating and validating Change Requests using the 7 R’s framework, leading CAB meetings, and ensuring smooth post-implementation through thorough reviews. Proficient in maintaining SLA adherence, managing stakeholder communication, and ensuring service stability in high-pressure environments. Possess a solid technical background and a strong understanding of event, problem, and knowledge management processes, complemented by excellent communication and escalation handling skills.

Experience

1. Major Incident Manager

   Dell Technologies

   Mar 2022 — Present

   Managed high-priority incidents (P1 & P2) as part of the Major Incident Management (MIM) team, ensuring swift resolution and minimal business impact. Led incident bridge calls and collaborated with technical teams to drive incident resolution within defined SLA timelines. Escalated issues to senior management when necessary, ensuring proper involvement and swift resolution. Conducted root cause analysis (RCA) for recurring and major incidents, liaising with resolver teams for Permanent Fix. Managed Post Incident Reviews (PIRs) to ensure continuous service improvement.

Education

• Nagpur University

  Bachelor's degree, B.sc