Hemant Resume (New)

HEMANT T.
KHIRDEKAR
ITIL Consultant
Personal Profile
Dynamic and results-driven Major Incident Manager, Problem Manager,
and Change Manager with over 4 years of extensive experience in
7499935758 managing critical incidents, driving problem resolution, and overseeing
change management processes. Adept at coordinating cross-functional
[email protected] teams, communicating effectively with stakeholders, and implementing
strategic solutions to enhance operational efficiency and service quality.
wwww.linkedin.com/in/hemant- Proven expertise in incident lifecycle management, root cause analysis,
khirdekar-94a7292a4 and continuous improvement initiatives. Highly skilled in developing and
executing change management strategies that minimize risk and ensure
seamless transitions. Recognized for strong analytical skills, attention to
EDUCATION detail, and the ability to thrive in fast-paced, high-pressure environments.
Experience
Bachelor of Science Jan 2024 - till date
ITIL Consultant
Amravati university
Alice Blue Financial Service Pvt. Ltd.
2016-2019 Implemented incident management protocols, including incident
logging, prioritization, and escalation processes.
Led the coordination and resolution of all major incidents, ensuring
LANGUAGES minimal disruption to business operations and customer experience.

Conducted thorough investigations into the root causes of major
incidents, employing systematic methodologies to identify underlying
issues.
English Prepared detailed RCA reports, outlining findings, contributing factors,
Marathi and recommended corrective actions to prevent recurrence.
Ensure all services meet agreed-upon performance standards by
Hindi
actively monitoring and managing SLA compliance, regularly reviewing
key performance indicators (KPIs) to assess service efficiency and
effectiveness.
CORE SKILLS Maintain transparent communication with clients and stakeholders
regarding SLA performance, providing regular updates and addressing
concerns promptly.
Major Incident Management Manage the end-to-end change management process, ensuring
Problem Management smooth and efficient implementation with minimal disruption.
Lead Change Advisory Board (CAB) meetings, facilitating discussions,
Change Management
assessing change requests, and making informed decisions.
Root Cause Analysis Conduct thorough impact analysis and risk assessments for proposed
changes, ensuring robust mitigation plans.
Incident Lifecycle Management
Comprehensive Reporting: Prepare detailed reports on incident,
Stakeholder Communication problem, and change management on a weekly, monthly, and quarterly
basis.
Cross-functional Team Data Analysis and Insights: Analyze data from incidents, problems, and
Leadership changes to identify trends, patterns, and areas for improvement,
providing actionable insights to management.
Skilled in managing Business Continuity Planning (BCP) and Disaster
Recovery (DR) projects, ensuring seamless operational resilience and
swift recovery from disruptions.
SKILLS Major Incident Manager 0ct 2019 - Jan 2024
ZENSAR TECHNOLOGIES LTD
Management of escalations. Delivered prompt feedback to senior management on issues
Effective collaboration and impacting service quality to clients. Facilitated teleconference and
weekly staff meetings, ensuring coordination across different time
team-oriented approach. zones for timely communication.
Generated post-incident review documents and participated in
Management of incidents. problem management review meetings to ascertain the root cause.
Record-keeping and Reporting. Crafted accurate, suitable, and timely communications for both
internal and external stakeholders.
Adaptability Compiled documentation and reports for the executive team on a
weekly, monthly and quarterly basis utilizing ServiceNow tools and
Prioritization
PowerPoint presentations.
Resolution of conflicts. Implemented standards and procedures to optimize operational
responses to incidents and minimize service availability interruptions.
Contributed to a cross-functional team to ensure that procedure
manuals and incident playbooks were up-to-date and accurate.
Leveraged ITIL best practices to aid affected business units by
overseeing, directing, coordinating and communicating across
various technical and non-technical teams, including application,
infrastructure, third-party suppliers and business units.
Implemented and executed processes for major incident
management, encompassing invocation, ownership, escalation,
communication and service restoration.
Led initiatives to promptly restore service for critical business
functions, applications, and infrastructure services within a 15-
member remote team, comprising professionals from various
countries and time zones.
Experienced in managing high-priority issues in the roles of both Major
Incident Manager and Problem Manager, specifically addressing
Severity 1 and Severity 2 incidents
Training & Certificate
Holds the ITIL 4 Foundation Certificate in IT Service Management
Possesses an Advanced Lean Six Sigma Yellow Belt Certification.
Possesses an ISO 20000 - Principles of IT Service Management System

(ITSM) Certification.
Declaration
I hereby declare that the above-mentioned information is correct up to my
knowledge and I bear the responsibility for the correctness of the above-mentioned
particulars.
Date :
Signature:

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HEMANT T.

LANGUAGES minimal disruption to business operations and customer experience.

Training & Certificate

Holds the ITIL 4 Foundation Certificate in IT Service Management

Possesses an Advanced Lean Six Sigma Yellow Belt Certification.

Possesses an ISO 20000 - Principles of IT Service Management System

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