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Piyush Salve

ITIL Certified Incident Problem & Change Manager | Client Relations Specialist | SLA & RCA Specialist

Pune City

4+ years of work experience

Mphasis
Apr 20224 yrs 2 mosPresent

Remote

- Managed 300+ P1/P2 major incidents, ensuring rapid recovery, minimal business impact, and customer satisfaction. - Organized and facilitated Major Incident War Room calls, engaging application support, network, cloud, database, and third-party vendors. - Provided end-to-end ownership from incident logging to final resolution, using ServiceNow and ITIL frameworks. - Led real-time communication to stakeholders, including C-level executives, with accurate updates and incident summaries. - Authored over 100+ Major Incident Reports (MIRs) and Root Cause Analysis (RCAs), ensuring transparency and accountability. - Coordinated with the Problem Management team to transition recurring issues for longterm resolution. - Developed Incident Trend Dashboards using Excel/Power BI to identify patterns and drive preventive measures. - Received “Star Performer of the Quarter” for proactive incident containment strategies and minimal SLA breaches. - Mentored 5+ junior incident analysts and provided hands-on ITIL training for internal upskilling initiatives. - Supported Disaster Recovery (DR) drills and high-availability test scenarios for businesscritical applications.

Education

DY Patil University

Bachelor of Business Administration - BBA

DY Patil University

20193 yrs2022

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Piyush Salve on Tal

Headline

ITIL Certified Incident Problem & Change Manager | Client Relations Specialist | SLA & RCA Specialist

About

• Cumulative experience of more than 4+ years in the realm of IT Service Management, encompassing proficiency in handling Incident, Change, Problem, and request fulfillment. • Proficient in Service Level Management (SLM), Service Design (SD), and providing Infrastructure Support. • Adept in generating comprehensive management reports to facilitate effective decision-making. • Acting as a Single Point of Contact for the Client, Stakeholders & End User. • Monitoring KPIs, Measuring SLAs • Holder of an ITIL certification, showcasing a strong grasp of IT services and their associated processes. • Demonstrated history of achieving KPI targets while taking the lead in projects within the realm of Service Management. • Entrusted with the responsibility to monitor and manage services to meet service targets as per the SLA, Strong communication, interpersonal, and leadership skills to achieve business objectives. • Major Incident Management expertise (driving operational bridges and producing Post Incident reviews reports). • My entrusted responsibility involves overseeing and meticulously controlling services to uphold service targets while aligning seamlessly with SLA requirements. This endeavor is underpinned by my strong communication, interpersonal, and leadership skills, all of which converge to drive the successful achievement of our business objectives.

Location

Pune City

Work experience

Major Incident Manager at Mphasis, Apr 2022 - Present · 4 yrs 2 mos, Remote, - Managed 300+ P1/P2 major incidents, ensuring rapid recovery, minimal business impact, and customer satisfaction. - Organized and facilitated Major Incident War Room calls, engaging application support, network, cloud, database, and third-party vendors. - Provided end-to-end ownership from incident logging to final resolution, using ServiceNow and ITIL frameworks. - Led real-time communication to stakeholders, including C-level executives, with accurate updates and incident summaries. - Authored over 100+ Major Incident Reports (MIRs) and Root Cause Analysis (RCAs), ensuring transparency and accountability. - Coordinated with the Problem Management team to transition recurring issues for longterm resolution. - Developed Incident Trend Dashboards using Excel/Power BI to identify patterns and drive preventive measures. - Received “Star Performer of the Quarter” for proactive incident containment strategies and minimal SLA breaches. - Mentored 5+ junior incident analysts and provided hands-on ITIL training for internal upskilling initiatives. - Supported Disaster Recovery (DR) drills and high-availability test scenarios for businesscritical applications.

Education

Bachelor of Business Administration - BBA, DY Patil University

Piyush Salve - Major Incident Manager in Pune City | Tal