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About

Incident management professional focused on Major Incident Management, Severity-1 / Severity-2 Incident Management, and Major Incident Bridge Management. Acts as a customer and stakeholder SPOC, coordinating Resolver Group Coordination and SME engagement to drive timely service restoration and SLA/OLA compliance. Skilled in incident escalation, crisis communication, RCA and post-incident review to support continuous service improvement.

Experience3

  1. Major Incident Manager

    Mar 2025 — Present

    Optwist Technologies – Client: Capgemini

    Lead end-to-end management of Severity-1 and Severity-2 Major Incidents to restore services and minimize business impact. Act as single point of contact for customers and senior stakeholders, providing timely updates on impact, status, risks, and expected restoration. Drive Major Incident bridge calls by coordinating Resolver Groups and technical SMEs across multiple domains. Monitor incident progress against SLA and initiate escalations to accelerate resolution. Prepare Major Incident Reports, RCA documentation, and Post-Incident Reviews for leadership.

  2. Major Incident Manager

    Feb 2024 — Feb 2025

    HCLTech

    Managed end-to-end Major Incident lifecycle to restore service and minimize business impact. Served as escalation contact for critical incidents and coordinated cross-functional technical teams. Led incident coordination to ensure clear ownership and accelerate actions. Communicated incident status, impact, and next steps to stakeholders throughout lifecycle. Prepared management reports on incident trends, SLA performance, recurring issues, and improvement opportunities.

  3. Incident Manager P1 and P2 incident

    Jul 2022 — Jan 2024

    IDC Technologies – Client: Wipro

    Owned Incident Management for desktops, laptops, printers, mobile devices, batch jobs, and scheduled tasks to restore services quickly. Tracked incidents from logging through closure to ensure SLA adherence and user satisfaction. Escalated unresolved incidents to technical teams and coordinated cross-team work. Prepared reports on recurring issues, service performance, and service desk trends. Supported release and deployment activities applying controls to minimize operational risk.

Education1

  • Bachelor of Engineering

    2015

    Visvesvaraya Technological University

    Mechanical Engineering