Falguni Lokhande

Incident and Change Management professional with 6 years of experience in regulated banking environments. Managed the full incident and change lifecycle end-to-end on the ServiceNow platform, diagnosing hardware and infrastructure-level incidents and chairing bi-weekly Change Advisory Board (CAB) meetings to assess change impact and drive go/no-go decisions. Experienced applying ITIL-aligned incident, change, and problem management processes to minimize downtime, reduce change-related risk, and restore services within SLA.

Certified

ScrumMaster (CSM) with experience in Agile facilitation and stakeholder communication.

Incident & Change Management Specialist - Kyndryl — Client: Lloyds Banking Group

Owned end-to-end incident and change lifecycle management within ServiceNow as a lead of a 4-member team handling 10-15 incidents daily, maintaining accurate records from intake through resolution and closure and serving as an escalation point.

• Led root cause diagnosis and risk management for a degraded RAID array following a physical drive failure, coordinating with Lenovo support to expedite replacement parts while maintaining production availability.
• Directed incident response and recovery for a failed firmware update that left a server unresponsive, partnering with Lenovo support to restore service and implementing preventive measures to reduce recurrence by 25%.
• Managed change planning and execution for installing and configuring 50 SAP HANA servers on LXCA over a 2–3-month timeline, managing incidents triggered during the rollout.
• Prepared bare metal servers via LXCA for handoff to OS installation teams (Windows/Linux) and coordinating with the incident monitoring team, sequencing readiness across teams through go-live.
• Facilitated daily Scrum standups for 4 infrastructure teams as Certified ScrumMaster, maintaining sprint backlog and driving alignment on blockers, priorities, and progress.
• Chaired bi-weekly Change Advisory Board (CAB) meetings, coordinating stakeholders to assess change impact, evaluate risk, and drive go or no-go decisions on production changes.
• In depth understanding of ServiceNow functionality and how ITIL processes can be implemented in ServiceNow including, but not limited to Incident Management, Change Management, Problem Management, Asset Management, CMDB Management, Service Catalog, Knowledge Management, and Service Portal modules.

Service Delivery Specialist - IBM India Pvt. Ltd., Pune, India — Client: ABN AMRO - Pune, India

Owned incident response for customer application issues using ServiceNow, triaging, escalating, and resolving incidents to restore defined service levels and maintain application performance in production.

• Restored IT service disruptions within agreed Service Level Agreements (SLAs), maintaining accurate incident documentation throughout the resolution lifecycle.
• Executed change-related activities during platform upgrades and migrations, including installation, configuration, and profile/user management on the HP Business Availability Center (BAC) / Business Service Management (BSM) platform.
• Performed application migration of BAC platform to BSM managing incidents triggered during the migration.

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