Falguni Lokhande

IT Service Delivery professional with 6+ years of experience in service desk operations, incident and change management, and server administration within enterprise banking environments. Skilled in ITIL practices, root cause analysis (RCA), Incident and Change management practices and cross-functional support delivery. Experienced in server infrastructure administration. Seeking to bring this ITIL-driven, incident-management background into an IT Service Delivery.

Server Administrator at Kyndryl (Lloyds Banking Group) (2022-01 – 2023-01)

• Served as incident management coordinator for server-related incidents, managing tickets end-to-end in ServiceNow (SNOW), leading root cause analysis (RCA), and implementing corrective and preventive actions to minimize downtime, in line with ITIL best practices.
• Coordinated and facilitated regular Change Advisory Board (CAB) meetings, assessing the impact of proposed changes on IT infrastructure with cross-functional teams and tracking change management adherence.
• Managed and monitored 50+ Lenovo bare-metal servers using the XClarity tool, covering provisioning, firmware updates, and performance monitoring as part of a SAP HANA infrastructure project.
• Conducted regular audits of server infrastructure to proactively identify potential issues and vulnerabilities before they impacted service availability.
• Delivered training sessions for IT staff on server tooling and ITIL-aligned incident/change processes, supporting team capability growth.

Service Delivery Specialist at IBM India Pvt. Ltd.(ABN AMRO) (2016-08 – 2021-12)

• Owned incident management for customer-facing applications, proactively identifying, escalating, and resolving incidents via ServiceNow to restore defined service levels and maintain production availability.
• Administered and upgraded HP Business Availability Center (BAC) to HP Business Service Management (BSM), an end-to-end monitoring platform spanning network, server, application, and business-transaction layers – directly comparable to the observability/monitoring stack this role requires.
• Managed platform installation, configuration, upgrades, user/profile management, and Business-as-Usual operations for client monitoring systems.
• Handled Standard Schedules Information Manual (SSIM) requests and supported day-to-day service desk operations for a banking client.

Bachelor of Engineering in Electronics Engineering – G.H. Raisoni College of Engineering, Nagpur, Maharashtra (2016)