Avinash Kelam

I am an ITIL-aligned IT Service Management professional with 7+ years of experience managing Incident, Major Incident, Problem, and Change Management across complex enterprise environments. I specialize in driving rapid restoration for P1/P0 and P2 incidents through effective technical-bridge coordination and cross-functional collaboration.

At Kotak Mahindra and prior engagements, I led resolution of 100+ high-impact major outages annually, facilitated 200+ incident bridge calls per year, and consistently achieved >98% SLA compliance while reducing repeat incidents and P1 volume through RCA and preventive actions. I chair executive incident governance forums and produce executive-ready PIRs and dashboards to support strategic decision-making.

I focus on continuous process improvement, SLA governance, and clear stakeholder communication to mitigate risk and improve service stability. I bring hands-on operational leadership, structured RCA discipline, and a recovery-first troubleshooting approach to ensure resilient IT operations aligned with business objectives.