Service Now
ILESH KHATRI
Technical Lead
Mumbai
Summary
Dynamic professional with extensive experience in incident management, ensuring rapid resolution and minimizing downtime through strategic problem-solving and effective team leadership. Skilled in clear communication to coordinate responses and maintain stakeholder confidence in high-pressure situations. Proven track record of leading teams to success by fostering collaboration and driving technical excellence. Eager to contribute expertise to Cognizant Technology Solutions, enhancing operational efficiency and supporting organizational success.
Overview
6
6
years of professional experience
2
2
Certifications
1
1
Language
Work History
Major Incident Manager
Cognizant Technology Solutions, CTS
12.2024 - Current
- Provided immediate emergency response and incident management.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Streamlined incident management procedures with the development of clear guidelines and standardized workflows.
- Conducted post-resolution reviews with team members.
- Developed and coordinated response processes.
- Successfully managed high-pressure situations involving multiple parties, demonstrating excellent conflict resolution and negotiation skills.
- Improved major incident resolution times by implementing efficient processes and communication strategies.
- Reduced downtime during incidents by proactively identifying potential risks and mitigating them in advance.
- Played a critical role in disaster recovery planning efforts, ensuring that systems were resilient enough to withstand potential challenges from unforeseen circumstances or emergencies related to infrastructure failures or natural disasters.
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Increased visibility of major incidents through the creation of comprehensive dashboards and reports for senior leadership review.
Technical Lead
3M INC
01.2023 - 12.2024
- Lead a team of IT professionals responsible for managing ITSM processes, including Incident Management and Problem Management, ensuring adherence to industry best practices and client requirements.
- Collaborated with stakeholders to define project requirements, scope, and objectives, ensuring alignment with organizational goals and priorities.
- Implemented and optimized ITIL-based processes to streamline incident resolution and problem resolution, resulting in improved service levels and client satisfaction.
- Provided technical guidance and mentorship to team members, fostering a culture of continuous learning and development.
- Acted as a liaison between technical teams, business stakeholders, and clients to facilitate effective communication and problem resolution.
Senior ITSM Analyst
KINETIC CONCEPT INC
12.2019 - 12.2022
- Played a key role in the implementation and customization of ITSM tools, including ServiceNow and BMC Remedy, to support incident and problem management processes.
- Analyzed incident trends and root causes to identify opportunities for process improvement and risk mitigation.
- Developed and maintained documentation, including standard operating procedures (SOPs) and knowledge base articles, to support incident and problem resolution activities.
- Conducted regular training sessions for end-users and support teams to promote awareness of ITSM processes and best practices.
Education
Bachelor - Computer Engineering
SINHGAD INSTITUTE OF TECHNOLOGY
01.2019
Skills
- Proficient in IT Service Management (ITSM) principles and best practices
- Strong understanding of Incident Management and Problem Management processes
- Experience with ITSM tools such as ServiceNow, BMC Remedy, etc
Effective communication
Root-cause analysis
Time management abilities
Adaptability and flexibility
Critical incident handling
Certification
AWS CLOUD PRACTITIONER 2023-2026
Software
ITIL
Incident Management
AWS
Active Directory
SQL
Linux
Windows Server
Timeline
Major Incident Manager
Cognizant Technology Solutions, CTS
12.2024 - Current
Technical Lead
3M INC
01.2023 - 12.2024
Senior ITSM Analyst
KINETIC CONCEPT INC
12.2019 - 12.2022
Bachelor - Computer Engineering
SINHGAD INSTITUTE OF TECHNOLOGY