Open to opportunities

Pranay Shinde

@pranayshinde

Senior Technical Analyst and IT Service Desk Shift Lead, specializing in ITSM incident response, RCA, and access provisioning at scale.

India

Message

What I'm looking for

I’m looking to grow in ITSM/Service Desk leadership—owning incident lifecycle, RCA, and access provisioning at scale—while mentoring teams and driving automation via ServiceNow dashboards, SOPs, and knowledge base improvements in high-impact environments.

I’m a Senior Technical Analyst and current Shift Lead for Warner Bros. Discovery’s Global Service Desk, with 5+ years of hands-on experience running incident response and leading critical escalations across APAC, EMEA, and US time zones. I’ve owned shift operations for a 40-member global team, ensuring SLA adherence through real-time triage, escalation management, and stakeholder communication.

I deliver measurable outcomes—most notably zero-breach access provisioning for 6,000+ requests for the Paris 2024 and Winter 2026 Olympics, with no SLA breaches or escalations under event-critical deadlines. Deep in Active Directory (ARS) and ServiceNow ITSM, I also drive Root Cause Analysis, post-incident reviews, and post-event documentation, and I’ve reduced repeat incidents by 18% through knowledge base improvements and SOP design/training.

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Analyst

Current

Warner Bros. Discovery

Jul 2024 - Present (1 year 9 months)

Serve as Shift Lead for a 40-member global service desk, owning real-time queue management and critical escalations across APAC/EMEA/US to ensure SLA adherence. Delivered zero-breach access provisioning for 6,000+ requests for Paris 2024 and Winter 2026 Olympics, and managed end-to-end incident lifecycle in ServiceNow with RCA and post-incident actions.

ServiceNow ITSM Incident Management Root Cause Analysis SLA Management Team Leadership Post Incident Review

Technical Analyst

Progressive Infotech Pvt. Ltd.

Jun 2022 - Jul 2024 (2 years 1 month)

Supported incident triage and escalation workflows for WBD platforms in line with ITIL practices, ensuring timely resolution and accurate ServiceNow documentation. Managed SOX-compliant access requests in Active Directory and reduced repeat incident volume by 18% through process documentation and knowledge base improvements.

ServiceNow ITSM Triage Escalation Management ITIL Active Directory Customer Support

Service Engineer

SRSG Broadcast Pvt. Ltd.

Mar 2021 - May 2022 (1 year 2 months)

Diagnosed and resolved hardware/software incidents on Apple devices (MacBook, iMac, Mac Pro) while keeping end-user downtime minimal. Installed, configured, and maintained enterprise macOS environments for broadcast clients, delivering frontline support within agreed SLAs.

MacOS Support SLA Management Enterprise Support Technical Diagnostics