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Rohit Chauhan

IT Service desk /Operations Team Lead || Major Incident Manager || ITIL || ITSM || Cross functional Services ||ServiceNow || Incident Management || Change Management || ActiveDirectory || SLA& KPI Metrics Specialist

Pune Division

8+ years of work experience

Wipro
Mar 20251 yr 4 mosPresent

Experienced in leading and resolving critical P1/P2 incidents with minimal business impact. Skilled in coordinating cross-functional teams, driving swift service restoration, and ensuring clear stakeholder communication. Proficient in ITIL processes, RCA documentation, and performance improvement through analysis of MTTR, FCR, and SLA compliance. Strong in decision-making under pressure and maintaining service stability across global operations.
Wipro
Jan 20223 yrs 3 mosMar 2025

Managed day-to-day IT operations, ensuring seamless support for business processes. Led a team of IT support professionals, monitoring performance metrics, resolving escalated issues, and implementing process improvements. Coordinated with cross-functional teams to maintain system availability, optimize workflows, and enhance operational efficiency. Oversaw incident resolution, change management, and service delivery to ensure high-quality IT support aligned with organizational goals.
Vodafone
Jan 20211 yr 1 moJan 2022

India

Amazon
Feb 20201 yrJan 2021

Jaipur

Amazon
Jun 20199 mosFeb 2020

Jaipur, Rajasthan, India

Al shamal Gold Factory
Oct 20188 mosMay 2019

Dubai, United Arab Emirates

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Headline

IT Service desk /Operations Team Lead || Major Incident Manager || ITIL || ITSM || Cross functional Services ||ServiceNow || Incident Management || Change Management || ActiveDirectory || SLA& KPI Metrics Specialist

About

Results-driven IT Operations Leader with 7+ years across Major Incident Management and Service Desk Leadership at Wipro, serving global clients including Citi Bank, Visteon, and Etihad Airways. Managed 50–100 P1/P2 incidents monthly as SPOC, drove 15% MTTR reduction, and led 25–30 analysts to consistently meet SLA targets. ITIL-certified with deep expertise in RCA, stakeholder management, and global incident command across US/Europe time zones.

Location

Pune Division

Work experience

Major Incident Manager at Wipro, Mar 2025 - Present · 1 yr 4 mos, Experienced in leading and resolving critical P1/P2 incidents with minimal business impact. Skilled in coordinating cross-functional teams, driving swift service restoration, and ensuring clear stakeholder communication. Proficient in ITIL processes, RCA documentation, and performance improvement through analysis of MTTR, FCR, and SLA compliance. Strong in decision-making under pressure and maintaining service stability across global operations.

IT Service Desk / Operations Team Lead at Wipro, Jan 2022 - Mar 2025 · 3 yrs 3 mos, Managed day-to-day IT operations, ensuring seamless support for business processes. Led a team of IT support professionals, monitoring performance metrics, resolving escalated issues, and implementing process improvements. Coordinated with cross-functional teams to maintain system availability, optimize workflows, and enhance operational efficiency. Oversaw incident resolution, change management, and service delivery to ensure high-quality IT support aligned with organizational goals.

Vodafone CR-UK at Vodafone, Jan 2021 - Jan 2022 · 1 yr 1 mo, India

Subject Matter Expert at Amazon, Feb 2020 - Jan 2021 · 1 yr, Jaipur

AMAZON SELLER SUPPORT EXECUTIVE at Amazon, Jun 2019 - Feb 2020 · 9 mos, Jaipur, Rajasthan, India

Junior Accountant at Al shamal Gold Factory, Oct 2018 - May 2019 · 8 mos, Dubai, United Arab Emirates

Rohit Chauhan - Major Incident Manager in Pune Division | Tal