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Hemant Khirdekar

@hemantkhirdekar

Service Program Manager at HCL TECH who reduced MTTR by 15% for critical outages and governs production change risk.

At HCL TECH, I optimized war-room response protocols and reduced MTTR by 15% for P0/P1 outages. I also maintain 99.5%+ SLA compliance across global 24/7 support operations.

I lead end-to-end Problem Management, including root cause analysis and preventive actions, and govern more than 100 production changes monthly through CAB/ECAB. Cross-functional RCA actions reduced recurring chronic platform incidents by 20% year-over-year.

Previously, at Alice Blue Financial Service Pvt. Ltd., I implemented incident management protocols and introduced a ticketing tool with internal support. At ZENSAR TECHNOLOGIES LTD, I managed Severity 1 and 2 incidents and led service restoration with a 15-member remote team. I hold ITIL 4 Foundation and Lean Six Sigma Yellow Belt certifications and use Gemini and NotebookLM for incident and change-management work.

Experience

Work history, roles, and key accomplishments

Current

Associate Manager (SPM)

Current

HCL Tech

Aug 2024 - Present (2 years 2 months)

Driven incident resolution efficiency by optimizing war-room response protocols, achieving a 15% reduction in MTTR for P0/P1 business-critical outages. Managed team schedules, led end-to-end Problem Management activities, and governed the Change Management lifecycle adhering to ITIL 4 frameworks.

Major Incident Management Problem Management Change Management ITIL Root Cause Analysis SLA Management Team Management Stakeholder Communication ServiceNow Gemini NotebookLM

ITIL Consultant

Alice Blue Financial Service Pvt. Ltd.

Jan 2024 - Jul 2024 (6 months)

Implemented and updated incident management protocols, led major incident coordination and resolution, and conducted root cause investigations. Prepared detailed RCA reports, monitored SLA compliance, and led Change Advisory Board meetings.

Incident Management Problem Management Change Management Root Cause Analysis SLA Management ITIL Reporting Ticketing Platform Development

Major Incident Manager

Zensar Technologies Ltd

Oct 2019 - Jan 2024 (4 years 3 months)

Executed end-to-end Major Incident Management processes including invocation, ownership, escalation, communication, and restoration. Led service restoration efforts for critical functions with a 15-member remote team and managed Severity 1 & 2 incidents.

Major Incident Management Problem Management Post Incident Review Stakeholder Communication Teleconferencing Impact Analysis Change Management