Rajdeep Bhalerao

Dynamic and results-oriented professional with over 5 years of combined experience in Incident Management and Change Management. Skilled in devising strategic plans, optimizing processes, and ensuring seamless IT service delivery. ITIL certified and superior facility with ITIL V4 processes and life cycles with Sound knowledge of Incident management, Service Now.

In depth understanding of ITIL processes Incident Management and Major Incident Management. Good at Identifying potential service issues and failures, along with monitoring and providing end to end solutions. Outstanding grasp of ITIL principles and processes.

Experience in providing support and assistance to other Operations team members including participating in weekly Lead meetings. Excellent verbal and written communication skills with the ability to present information, status and issues in clear and concise manner with the goal of driving to a decision. Attention to detail and complex problem-solving abilities from an operational and technical perspective.

Aptitude for learning and rapidly mastering new applications and technology. Excellent analytical skills with proficiency in debugging and problem solving.

Major Incident Management & MIS Coordinator at Soffit (2025-04 – Present)

• Coordinating incident management bridge calls with support teams, on-call application teams, and management
• Organising and managing the drive to resolve every incident and satisfy customer service level agreements
• Regularly handling of Service Requests of low, Medium & High Priority
• Initiating in resolution of C TASK requests

Incident manager at Techno-cipher IT Solutions (2021-01 – 2025-04)

• Managed incident management bridge calls with support teams, on-call support application teams and management
• Worked as part of the Incident Management team to ensure that the performance of the Team achieves the defined performance targets and KPIs
• Resolved issues by applying known fixes and work around
• Created incident related performance analysis and reporting for review by IT management
• Developed processes and procedures that ensured Incident Management and Service Desk related action items are tracked and completed
• Generated accurate and informative incident communications and updates regularly throughout the incident life cycle
• Coordinated and managed driving for resolution of all incidents to meet customer SLA
• Ensured operational pre/post shift readiness and co-coordinating shift handovers
• Managed Incident Reporting Coordinator entering incident reports into the Incident Management System (IMS) and ensured the initial information entered IMS is accurate as reported, and provides consistency in information within the region
• Had Received and Reviewed change requests Initiated by various departments or stake holders
• Ensured all necessary information is provided, including the scope, Impact and Urgency of the proposed change
• Validated requests for completeness and conformity with established policies and procedures
• Assessed the potential Impact of proposed changes on the existing systems, processes, and operations
• Collaborated with relevant teams to evaluate risks associated with the change and identify potential conflicts

B.F.sc in Fisheries Science – Maharashtra Animal and Fisheries Science University (2016 – 2020)

Higher Secondary Education in Science – C.T. Bora College of Arts, Commerce & Science (2016 – 2016)