Prem Gane

Dynamic IT Service Management professional with over 5.5 years of experience, specializing in Incident Management and production support specialist. Adept at ensuring seamless business continuity through strategic coordination, precise documentation, and effective stakeholder engagement. Recognized for a results-driven approach, innovative problem-solving, and a commitment to enhancing service delivery, operational efficiency, and process excellence in fast-paced IT environments.

Consultant (Incident Manager) at Capgemini (2023-12 – Present)

Extensive experience is gained as an Incident Manager at Capgemini, providing critical service management support to the client. Key responsibilities include ensuring seamless business continuity by leading Major Incident Bridge Calls and distributing timely notifications.

• Managed end-to-end Incident & Problem Management lifecycle, ensuring timely resolution and prevention of recurring issues.
• Coordinated checkpoint communications for P1/P2 incidents, providing structured and timely updates to stakeholders through email and bridge calls.
• Join major calls with clients on daily basis for giving latest update on the critical tickets.
• Led Major Incident Management (MIM) bridges, driving resolution with technical teams while maintaining professionalism during escalations.
• Prepared detailed Post-Incident Reports (PIR) and Major Incident Reports (MIR) including RCA, corrective actions, and preventive measures.
• Performed quality audits on incident handling, ensuring adherence to ITIL best practices and organizational protocols.
• Monitored P1 and P2 incidents in real-time, preventing SLA breaches through proactive escalation and coordination.
• Collaborated with Problem and Change Management teams to ensure long-term resolution of critical issues and smooth change implementation.
• Maintained and enhanced knowledge base and documentation, improving operational efficiency and team readiness.
• Generated monthly performance and trend reports, highlighting improvement areas for senior management.
• Managed stakeholder communication and escalation processes, ensuring transparency and alignment during critical situations.
• Provided 24/7 support (weekends and after-hours) for major incidents to minimize business impact.
• Supported continuous improvement initiatives for government and enterprise clients by identifying recurring issues and implementing preventive strategies.

Production Support Engineer / Incident Manager at LTIMindtree (2019-10 – 2023-12)

• Served as an active L1 Production Support Engineer and later as the primary Incident Manager, acting as the point of contact for all major incidents, service requests, and problem tickets.
• Led the end-to-end incident management process, ensuring timely resolution of high-priority issues and adherence to SLAs.
• Created and maintained a comprehensive knowledge base to enable faster troubleshooting and consistent resolution of recurring issues.
• Collaborated with stakeholders and cross-functional teams to effectively resolve application, infrastructure, and network-related problems.
• Delivered knowledge transfer (KT) sessions to the team on upcoming application releases, ensuring smooth deployments and minimal disruption.
• Prepared and presented detailed weekly, monthly, and quarterly incident reports for performance tracking, trend analysis, and decision-making.
• Maintained incident logs, analyzed recurring issues, and implemented process improvements to strengthen incident management protocols.
• Assessed and prioritized incidents based on urgency and business impact, ensuring optimal resource allocation.
• Coordinated with the incident management team to ensure strict adherence to protocols and best practices.
• Documented incidents and resolutions to identify patterns and prevent recurrence.
• Escalated critical IT system issues to senior management for immediate intervention.
• Generated and analysed ServiceNow reports to identify process improvement opportunities, sharing actionable insights with clients weekly.
• Managed and supported incident team members by reallocating workloads and adjusting schedules for non-urgent tasks to maintain focus on critical issues.

B.Sc in IT – Mumbai University (2019)

Diploma – MSBTE (2016)