ABHIJIT GANPATRAO KOHALE
Pune
Summary
Technical product analyst with over 5 years of experience in cloud operations, specializing in problem and incident management. Certified in SAFE POPM, proficient in agile and scrum methodologies, product backlog management, and KPI tracking. Demonstrated success in facilitating communication between technical teams and stakeholders in global payments, and aiming for a product owner or manager position to create scalable and reliable platform solutions.
Overview
8
8
years of professional experience
3
3
Certification
Work History
Product & Problem Analyst
Global Payments
Pune, Maharashtra
10.2020 - Current
- Drove platform reliability improvements by analysing 100+ recurring production incidents, identifying systemic patterns, and converting RCA insights into prioritised backlog initiatives, reducing incident recurrence by 60%.
- Conducted backlog prioritisation for platform stability by aligning incident trends, business impacts, and engineering constraints, ensuring delivery of high-value improvements in each sprint cycle.
- Partnered with SREs and engineering leads during Sprint planning to translate operational pain points into roadmap-level initiatives.
- Improved service recovery performance by tracking and acting on key KPIs (MTTR, availability, alert noise), reducing MTTR from 6 hours to 2 hours through focused backlog execution.
- Led a platform stability initiative (Stability Task Force) to address late file delivery issues, reduced related incidents by 50%, and improved SLA adherence from 94% to 98.8%.
- Applied a product mindset to AWS platform services, balancing reliability, scalability, security, and cost optimisation while prioritising technical investments.
- Led stakeholder management efforts by acting as the interface between business stakeholders and engineering teams, ensuring clarity on priorities, trade-offs, and delivery timelines.
- Strengthened backlog quality by defining clear acceptance criteria, identifying dependencies, and mitigating risks ahead of sprint planning.
- Conducted biweekly sprint reviews aimed at improving team performance and stakeholder engagement by leveraging Jira and Confluence to assess completed backlog items.
- Facilitated team collaboration during quarterly infrastructure upgrades over 18 months, utilising Teams and Jira to increase project delivery speed by 30%.
IT Analyst (Associate)
Tech Mahindra Ltd
Pune, Maharashtra
04.2019 - 10.2020
- Facilitated support for enterprise SaaS and infrastructure applications for global clients to uphold reliable performance and client satisfaction.
- Resolved over 100 tickets per month involving VPN, Active Directory, MFA, servers, and Microsoft ecosystems, ensuring consistent quality with minimal escalation.
- Coordinated with cross-functional teams for issue escalation, resolution, and change management implementation.
- Translated complex technical issues into clear stakeholder updates, building strong communication and analytical capabilities.
- Introduced standardised response protocols for incident management, facilitating quicker ticket resolution and enhancing overall operational consistency.
- Collaborated with diverse teams in devising solutions to problems and directed organisational resources towards implementing identified solutions.
Senior Associate - Tech Support Engineer
Wipro Technology
Pune, Maharashtra
05.2018 - 01.2019
- Provided L1/L2 technical support through remote sessions, emails, and calls.
- Assisted users with requests while adhering to defined SLAs.
- Collaborated with technical teams and managers to conduct root cause analysis for recurring issues.
- Gained practical experience in system administration, technical troubleshooting, and ITSM tools.
- Supported incident management workflows using ITSM platforms to enhance efficiency.
Education
B.E. - Electronics
Walchand Institute of Technology
Solapur01.2016
H.S.C. - Science
Smt. J.H.D. Junior College
Amravati01.2012
S.S.C. - Science
V.N. Highschool
Amravati01.2010
Skills
- Backlog management
- Roadmap development
- User story creation
- Sprint planning
- SAFe PI planning
- Metrics-driven delivery
- Agile methodologies
- Product management
- Stakeholder engagement
- Cross-functional teamwork
- Process improvements
- Trend forecasting
- Risk analysis techniques
- ITIL incident management
- Root cause analysis
- MTTR optimization
- SLA oversight
- Platform reliability
- Jira expertise
- Confluence proficiency
- ServiceNow utilization
- ICD knowledge
- AWS fundamentals
- Backlog prioritisation
Certification
- SAFe Product Owner / Product Manager (POPM)
- SAFe 6 Practitioner
- ITIL Foundation Certified
- AWS Bootcamp
Websites, Portfolios and Profiles
https://www.linkedin.com/in/abhijit-kohale-8850a2102/
Languages
English
Advanced
C1
Hindi
Advanced
C1
Marathi
Advanced
C1
Hobbies and interests
- Singing and music
- Reading non-fiction books on technology and personal growth
- Exploring cloud technologies and emerging trends in digital platforms
- Problem-solving and analytical thinking through real-world scenarios
Timeline
Product & Problem Analyst
Global Payments
10.2020 - Current
IT Analyst (Associate)
Tech Mahindra Ltd
04.2019 - 10.2020
Senior Associate - Tech Support Engineer
Wipro Technology
05.2018 - 01.2019
B.E. - Electronics
Walchand Institute of Technology
H.S.C. - Science
Smt. J.H.D. Junior College
S.S.C. - Science
V.N. Highschool