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Mahesh N. Pawar Contact: 07709399748
Passport No: M3899027 Email: mahesh.n.pawar@live.com
Core Competencies:
ITIL Framework
IncidentManagement
ProblemManagement
Change Management
Service Management
Seeking for opportunity in the field of Service Management that will help leverage my skill set
in a manner beneficial both to the organization’s objective as well as to my personal career
development growth.
Major Responsibility
 Handlingof Major Incidents (Crisis),Prio1,Prio2,Prio3infollowingtechnical areas Cloud,
Oracle,SQL, UNIX, Linux,Storage,SAP,andN/W.
 IncidentQueue Management.
 Validate dailyincidentreports, ProgressKnowledge contributions.
 Creationof problemrecordsand trackingof actionspoints.
 Managing bridge callsforRCA to get themfinishedintimeframe.
 EscalationManagementduring Majorissues.
 Collectactionsfromthe dailyservice meetingandfollow uponcompliance issuesand
escalations.
 Assessand prioritizationof Incidents.Initiate EnhancementRequests.
 Incidenttrendanalysis,HoldPostIncidentReviews.Fortrending.
Work Experience:
Atos India Pvt Ltd. – Pune, Maharashtra – December 2011 to Till Date
Role: Incident Manager and Escalation Manager
Client: AHS (Atos Internal Tower) DSM, DSP Philips, BAM.
 Provided first level technical and IT support to a NL client DSM, DSP, Philips, and BAM
and AHS (Application Hosting Services); also have the experience in dealing with NL
clients.
 Provide support to Global cloud; storage; server and Database teams across India,
Netherland and Poland for smooth service. Daily calls with all technical teams to get exact
picture of performance of services and do proactive issue tracking.
 Handling MI, P1 & P2 incidents as per defined process of company & Adherence of it.
Managing/Driving all Sev. 1 and Sev. 2 incidents until the Incident are resolved; driving

group chats, this includes real time incident management, triage service inquiries, field
escalations, and performing incident research.
 Escalation management during Major Incidents.
 Takes ownership of the incident in terms of monitoring, tracking and communicating timely
resolution and recovery. Collaborates with the Technical Domains and Operations team to
get the incidents resolved within SLA.
 Ensures incidents and service requests are properly escalated and assigned to appropriate
individual/groups.
 Monitor open Incidents and Incidents with Third party suppliers to ensure SLA’s are
adhered.
 Communicate with users to ensure that Service Requests get closed, Ensuring Incident
resolution or recovery using workarounds, Incident closure after verification from users,
 Support the major incident and Problem process by joining the IMG (incident manageme nt
group teleconferences) and Progress incident escalations to Team Managers. Managing
major incidents efficiently, setting up effective communication ( group chats and bridge calls
) between resolver groups, managing communication with key stakeholders on progress of
major incidents
 Ensuring that the process is followed as designed.
 Sending Sev1 initial, pending and resolved notifications as per the process to stake holders.
 End to End follow up of the incidents raised and provide regular updates on the o pen
Crisis incidents to Management.
 Responsible to ensure incidents are resolved effectively, with minimum disruption to the
Client, according to process flow based on ITIL.
 Responsible to ensure progression of all incidents according to account specific SLAs;
driving the team and ensuring SLA are met as per contract.
 Providing bi-Weekly Major Incidents Report (SPQR (Severity Priority Quality Review)) to the
higher management/stake holders.
 Handling Escalation based on priority incidents and business criticality, Monitoring queue and
maintaining SLA of Incidents.
 Interact with Change management to get PIR (Post Implementation Review.) report for the
failed changes as well as for the incidents which reported due to change request.
 Involving change management during Crisis and Prio1 situations for urgent change
implementations.
 Providing proper status updates to Stake holders during Atos internal crisis and to SDM
(Service delivery Managers) during customer base Crisis and Prio1 situation.
 Managing third party calls and communicating the status with technical teams and
management.
Role: Problem Manager (AHS and BAM) March 2012 to Till Date
 Managing bridge calls for RCA creation, investigation and diagnosis of the incident as
Problem Manager.
 Keep Knowledge Management (KEDB) up to date for future reference.

 Leading call with Stake holders on bi-weekly basis for SPQR meeting to provide Prio1
details and problem status update.
 Monitor open Problems with Third party suppliers to ensure SLA’s are adhere d.
 Creation of Pro-active tickets and tracks their progress.
 Weekly trend analysis for SAP and Oracle related file system and table space incidents for
permanent fix.
 Problem management daily activities like creation of problem record for recurring incidents,
getting RCA updates within time and tracking of the corrective Actions of the Problem.
 Making recommendations for Service Improvement Plans. Creation of various reports and
helping to reduce recurring incidents count.
 Uploading of RCA’s on RCA knowledge database.
 Tracking action points for permanent resolutions of problem with technical teams as well as
with third party vendors.
 Conduction call with third party vendors for RCA investigation if require.
 Conducting call with stake holders about the problem ticket status on weekly basis for quick
support in completion of action points.
ACADEMIC CREDENTIALS
 Bachelorof ComputerApplication (BCA) fromShivaji UniversityKolhapur.
Certifications:
 ITIL V3 Foundation: 2011 refresh (Aug:2012)
 MSCIT
Personal Details:
Name: Mahesh Narayan Pawar
DOB: 25th
March 1991
Current Address: Bungalow No 4, Krishna Housing Society:Siddhi Vinayak Nagari,Behind Appu Ghar.
Nigadi Pradhikaran,Pune 44.
Marital Status: Unmarried
Alternate Mobile. : 09096963093
Declaration:I herebydeclare thatthe above-mentionedinformationistrue tothe bestof my
knowledge andbelief.
Date:
Place: Pune Mahesh Pawar

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Mahesh Pawar Resume

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