Harsh Salvatkar Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Expertly managed critical issues as a Major Incident Manager, overseeing Severity 1 and 2 incidents with precision. Led firm-wide Change Management operations, ensuring compliance and governance for all change requests across environments. Directed incident escalations, coordinated troubleshooting efforts, and engaged support teams for swift resolution. Developed and implemented a strategic Change Management plan aligned with ITIL framework and organizational standards, balancing compliance with efficiency and productivity.Managed the entire ticket lifecycle, ensuring effective issue tracking and resolution. Conducted training sessions to enhance staff knowledge of IT Service Management processes. Created standardized change request forms, streamlining the analysis of impacted areas.Monitored critical incident queues to ensure escalations were addressed within SLAs, meeting customer expectations. Maintained clear communication with internal and external stakeholders, providing timely updates throughout the resolution process. Collaborated with stakeholders to identify and deliver process improvements aligned with business goals, and prioritized change conflicts in scheduling.Served as the escalation contact for engineers, departments, and customers on service issues. Facilitated RCA generation and distribution, ensuring Incident Timeline Reports were promptly created post-resolution. Managed Post Incident Review (PIR) processes to identify root causes and prevent recurrence. Mentored service management teams, ensuring efficient service delivery and seamless handover to Problem Management.Led technical conference calls, evaluated severity levels, conducted root cause analysis, and supervised change management processes, ensuring seamless operations across teams and systems.

Bengaluru, Karnataka, India

Responsible for ownership and coordination of actions identified within the MIM and problem analysis. Handle the life cycle of a major incident. Lead Sev1 & Sev2 incidents and drive them towards resolution. Responsible to analyze root cause, identify known errors and coordinating actions to fix said errors. Manage and coordinate activities during overall ticket life cycle. Responsible to review problem trends and planning and driving improvements Responsible to identify trends and potential problem source. Handle client escalations and take necessary actions to prevent the same. Once the incident is resolved, prepare “Post Incident Review” and handover to Problem management team for RCA. Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution. Responsible for providing timely and accurate executive/stakeholder communications for all SLA impacting incidents.

Bengaluru, Karnataka, India

Taking resolution confirmation and resolving the Incident record. Engage an Incident Manager when an incident has been reported. Open/close incident bridge call. Recording and elevating risks and issues to the Service Delivery Manager for appropriate action. Coordinated with client success teams to deliver tailored solutions that reduced critical incident frequency. Documenting the events during an incident in a log. Serving as a focal point for addressing and resolving escalated incidents managed by support teams. Analyzing and diagnosing incidents with the aim of swiftly restoring a disrupted IT service. Applying diverse problem-solving techniques to achieve customer satisfaction by resolving issues effectively. Driving, facilitating and chairing all investigation activities, meetings and conference calls. Conducted education and training sessions for new team members and support staff, empowering them to proficiently manage incident responsibilities.