Headline

Lead Product Engineering at Lentra ITSM|ITIL|Incident Management

About

Dedicated ITSM specialist with 8+ years of progressive experience in managing critical incidents, root cause analysis, and change management processes. Skilled in leading incident command bridges, ensuring SLA compliance, and driving problem management initiatives to reduce recurrence. Seeking to leverage my analytical, leadership, and communication skills in a challenging role that drives service excellence and continuous improvement.

Location

Pune Division

Work experience

Lead-Product Engineering at Lentra, Aug 2025 - Present · 1 yr

Technical Support Specialist at Lentra, Jun 2022 - Aug 2025 · 3 yrs 3 mos, Pune District, Maharashtra, India, Production Support Ownership of IndiaBulls for HL Journey. As a Team lead ( Service Delivery ) responsible for Own & drive oversight of Priority incidents in real-time, with end to end accountability throughout the life-cycle. Effectively manage day to day critical incidents to successful completion within SLA's, managing escalations, driving root cause analysis and corrective actions to prevent recurrence and reduce ticket volume Perform Weekly Support Metric review with IT Service Owners Ensure Stakeholder Communication and facilitate coordination of Technical Team and hold Teams accountable while playing the role of an Incident Commander Evaluate performance against SLAs & KPIs Ensure timely Incident Analysis and problem Investigation Prioritize and monitor Implementation of follow-up action with Problem Management and Knowledge Management Process.•

Senior Analyst at Birlasoft, Sep 2020 - Jun 2022 · 1 yr 10 mos, Pune Division, Maharashtra, India, Manage Engine Application Support. Responsible for effective implementation of ITSM processes like Incident, Problem and Change Management.

Technical Support Analyst at Accelya Group, May 2018 - Apr 2020 · 2 yrs, Pune/Pimpri-Chinchwad Area, 1) Responsible for effective implementation of ITSM processes like Incident, Problem and Change Management. 2) Responsible for administration of business-critical applications like Support Center Plus, Service Desk Plus Managed Service Provider, Service Now, Applications Manager, Net Flow Analyzer and Site24x7. 3)SDP,MSP application L1 support. 4)Tools customization as per customer requirements.

Service Associate at Softenger, Jan 2017 - May 2018 · 1 yr 5 mos, Pune/Pimpri-Chinchwad Area, 1) Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines. 2) Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA. 3) Investigation and diagnosis of the incident. 4) Major incident management, RCA and Alert Monitoring. 5) Take ownership for an incident and act as the primary level of escalation. 6) Service Request Management, Monitoring and reporting. 7) Incident management,Change Management,Problem Management, Service request management and Service Desk co-ordination.

Education

Bachelor of Engineering (BE), Information Technology, Savitribai Phule Pune University

High School Diploma, Information Technology, Pimpri chinchwad polytechnic