Shivmurthy Kamble

Experienced IT professional with 4+ years of strong hands-on experience in ITIL-based Incident, Change, and Problem Management processes.

System Engineer at Infosys Limited (2021-01 – 2026-01)

Experienced IT professional with 4+ years of strong hands-on experience in ITIL-based Incident, Change, and Problem Management processes.

• Successfully managed the full lifecycle of ITIL Incident Management, handling over 50 major and 300 critical incidents annually with a 97% SLA compliance rate.
• Collaborated with cross-functional technical teams to troubleshoot and resolve complex incidents, minimizing business impact and driving timely resolutions.
• Developed communication plans, provided real-time status updates, and published knowledge articles, resulting in a 30% increase in stakeholder satisfaction.
• Provided guidance on best practices for handling complex incidents, mentored 8 junior staff members, improved team performance, and contributed to the hiring of 5 key support engineers.
• Designed and led training programs for upskilling team members. Acted as a Subject Matter Expert (SME) and escalation point, resolving 500+ escalated incidents and reducing ticket backlog by 40%.
• Prepared monthly/quarterly/yearly reports for trend analysis and service health reviews for stakeholders using ServiceNow and PowerPoint presentations.
• Led and managed over 20 Emergency and 10 Normal changes, including critical activities such as software upgrades and hardware replacements.
• Supported project management activities such as DILO (Day in the Life Of) and contributed to CAR (Corrective Action Report) and CAPA (Corrective and Preventive Action) documentation, ensuring effective root cause resolution and process enhancement.
• Conducted root cause analysis for more than 100 incidents, developing actionable insights that led to a reduction of repeat issues and service downtime.

Bachelor of Computer Engineering in Computer Engineering – Universal College of Engineering, Pune (2024-01 – 2027-01)

Diploma in Computer Engineering in Computer Engineering – Jayawantrao Sawant Polytechnic, Pune (2016-01 – 2020-01)