Pinak Dange

Product Manager

Pune, Maharashtra, India20 yrs 8 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

11 years of experience in IT and BPO sectors.
Expertise in Operational Risk Auditing and ITIL processes.
Proven track record in incident management and service improvement.

Stackforce AI infers this person is a Fintech professional with strong expertise in IT governance and operational risk management.

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Skills

Core Skills

Incident ManagementIt GovernanceIt Service Management

Other Skills

Major Incident ManagementIncident ReportingProcess ImprovementIncidentReportingitil v4Incident ResponseIT ServicesRequirements AnalysisCustomer CommunicationInternal CommunicationsITILRisk ManagementSlaSecurity

About

Overall work experience – 11 Years in reputed Information Technology & BPO Sector. • Worked in Financial services, Tech support and IT services domains. • Outstanding success in building and maintaining professional relationships with individual at all levels in the organizations. • Showed work efficiency in fast paced work environments with demanding client expectations. Specialties: Operational Risk Auditor. Consultancy for Operational Risk identification and its Mitigation. ITIL V2-V3 Process consultant and ITIL Internal Trainer. ISO 20000 Lead Auditor. Technology based Auditing.

Experience

Mastercard

Product Manager

Dec 2021 – Present · 4 yrs 3 mos · India

Working with Mastercard as a Product Manager for Incident and Service Event Management process. Federated Incident Manager for multiple programs aligned with business unit.
Responsibility includes, Executive Business Communication for Significant impacts or outages, collaberating with different teams for speedy resolution of incidents around the globe, incident prioritizing, customer communication pertaining infrastructure activities, IT Governance based on impact assessment (Financial / non-financial), Executive Management reporting for Incident exceptions, creating customer facing Incident reports partnering with technical teams after performing Incident post mortems. Host knowledge sessions across different Business Units. Work across programs for service improvements.

Major Incident ManagementIncident ReportingProcess ImprovementIncidentIT GovernanceReporting+6

Collabera technologies

Incident Management Specialist

Apr 2021 – Dec 2021 · 8 mos

Worked at Mastercard Technologies, Pune as a Incident Management Specialist as part of Contingent workforce. Responsibilities includes collaborating with business for fast recovery of incidents happening around the globe for different applications/programs. Communications for significant outages with Executive Management, prioritizing incidents, creating incident reports for management and clients. Conducting impact assessment partnering with business teams.

Major Incident ManagementCustomer CommunicationIncident ReportingInternal CommunicationsIT Service ManagementIncident Response+1

Hsbc software development (india) private limited

3 roles

Senior IT Operational Risk Analyst

Sep 2006 – Apr 2017 · 10 yrs 7 mos

IT Service management - Team Leader

Sep 2006 – Apr 2017 · 10 yrs 7 mos

Senior ITSM Consultant

Sep 2006 – Sep 2011 · 5 yrs

Work with IT Service Management team responsible for ISO20000 Implementation across Global Technologies India
Have Implemented ISO20000 standards and framed ITIL best practices for several support projects.
Conduct in-house ITIL Trainings.
Perform ISO 20000 audits.
Handle/Approve all the Service Improvement Plans for Service Level Management Process of the organization.
HSBC GLT Certified Internal Auditor for Integrated Management Systems.
Working as a active member of Internal Audit Committee for the Group Sustainable Development cell has undertaken the task of obtaining the ISO 14001-2004 standard for GLT, along with implementing the OHSAS 18000 and SA 8000 standards ( HSBC Group initiatives).
Working as a active member of Emergency Response Committee, comprised of members of the Security Fraud and Risk team. (Committee members have been given training in the procedures to be followed in case of various kinds of emergencies.)

Cms computers ltd.

Technical :- Support Engineer

Feb 2005 – Sep 2006 · 1 yr 7 mos

a. Desktop Management
b. Inventory Management
c. Asset Management
d. Incident Management
e. SLA Management
f. Vendor Management
a. First point of escalations from client to CMS Computers Ltd.
b. Handling MD and his directs, systems/ Laptops related issues and problems

Allied digital services pvt. ltd

Customer Support Engineer

Feb 2004 – Feb 2005 · 1 yr

a. Call co-ordination & senior as well as escalation level call handling.
b. Troubleshoot different telnet session.
c. Desktop Management
d. Inventory Management
e. SLA Management.

Blutech (india) solutions pvt. ltd

Senior Service Engineer

Sep 2003 – Feb 2004 · 5 mos

a. Planning, Management & Distribution of Calls.
b. Successfully migrated responsibility for IT purchasing, system & network administration, & facilities management to other personnel.
c. Responsible for evaluating, testing, & creating implementation plans for all new technology, hardware, software, & processes to be implemented within the IT organization