Sagar Gujrathi

ITIL Foundation Certified Major Incident & Change Management Professional with 4.5+ years of experience in IT Service Management (ITSM) supporting global enterprise environments. Proven expertise in Major Incident Management, Incident Lifecycle Management, Change Governance, CAB coordination, SLA-driven service restoration, and Root Cause Analysis (RCA). Experienced in managing Severity 1 & Severity 2 incidents, coordinating cross-functional technical teams, and leading incident bridge calls to restore business-critical services.

Skilled in ServiceNow, BMC Helix, and ITIL service operations within 24x7 global production environments, ensuring operational stability and continuous service improvement.

Incident & Change Manager at Kyndryl (2021-10 – 2026-05)

• Manage Severity 1 & Severity 2 major incidents across global enterprise environments ensuring rapid service restoration within SLA targets.
• Act as incident commander during major outages, coordinating cross-functional technical teams including infrastructure, network, application, and vendor partners.
• Lead major incident bridge calls (war rooms) to drive incident resolution and minimize business impact.
• Maintain real-time communication with stakeholders and leadership teams during critical incidents.
• Prepare Incident Timeline Reports, Post-Incident Reviews, and Root Cause Analysis (RCA) documentation.
• Ensure proper incident lifecycle management including categorization, prioritization, escalation, and closure compliance.
• Track MTTR metrics and major incident trends to support operational improvements.
• Coordinate transition of recurring incidents into Problem Management for permanent resolution.
• Maintain accurate incident records within ServiceNow and BMC Helix ITSM platforms.
• Support 24x7 global production operations ensuring high service availability.
• Coordinate end-to-end ITIL Change Management lifecycle including request validation, risk assessment, impact analysis, scheduling, implementation, and post-implementation review.
• Facilitate Change Advisory Board (CAB) and Pre-CAB meetings with global technology teams.
• Evaluate standard, normal, and emergency changes ensuring proper risk mitigation and approval workflows.
• Ensure change scheduling during approved maintenance windows to minimize operational disruption.
• Maintain accurate change documentation and audit compliance within ITSM platforms.
• Monitor change success rates and identify opportunities for process improvement.
• Monitor incident and change queues to maintain SLA compliance and operational efficiency.
• Escalate risks, delays, and service disruptions to senior leadership and service delivery managers.
• Generate daily, weekly, and monthly operational reports for incident and change performance metrics.
• Support continuous service improvement initiatives to enhance operational reliability.
• Perform quality reviews on incident and change records to ensure adherence to ITIL standards.
• Identify process gaps and recommend operational improvements to reduce recurring incidents.
• Support audit readiness, governance reviews, and compliance reporting for ITSM processes.

Master of Science (MSc) in Information Technology – Wilson College, Mumbai (2019 – 2021)

Bachelor of Science (BSc) in Information Technology – Wilson College, Mumbai (2016 – 2019)