About
IT Service Management professional with 9+ years of experience across Major Incident Management, Problem Management, Change Management, SIAM-aligned service governance, service delivery, and ITSM transformation within global enterprise environments. Currently working as an IT Service Manager at Unisys, leading Major Incident Management activities across customer environments and providing governance and operational leadership to MIM teams.
Experience6
IT Service Manager - Major Incidents
06/2026 — PresentUnisys India Private Limited · Bangalore
Manage and provide governance oversight for the Major Incident Management function across enterprise customer environments. Lead and guide Major Incident Managers during P1/P2 incidents, ensuring effective escalation, stakeholder communication, technical coordination, and timely service restoration. Monitor MIM process adherence, incident quality, SLA performance, and operational effectiveness, identifying opportunities for continual improvement.
ITSM Lead – MIM, Problem, Change & SIAM Governance
10/2023 — 05/2026ITC Infotech · Bangalore
Lead the ITSM service governance function for a UK-based enterprise customer, with Major Incident Management, Problem Management, and Change Management teams aligned under the service management operating model. Govern end-to-end ITSM process performance across MIM, Problem, and Change, ensuring process discipline, SLA adherence, escalation control, stakeholder communication, and continual service improvement.
- Progressed from hands-on Major Incident Management into an ITSM Lead role governing MIM, Problem, and Change functions for a UK-based enterprise customer.
- Strengthened service governance by bringing greater structure, accountability, and process control across Major Incident, Problem, and Change Management.
- Improved MIM operating discipline through stronger escalation models, stakeholder communication, incident governance, and post-incident review practices.
Major Incident Manager
01/2022 — 09/2023NTT Global Private Limited · Bangalore
Led end-to-end management of high-priority (P1/P2) incidents, ensuring rapid service restoration and minimal business disruption. Facilitated major incident bridges and war rooms, coordinating cross-functional teams, vendors, and stakeholders. Acted as the central point of escalation, ensuring timely communication and effective incident resolution.
- Improved incident response coordination, reducing delays and enhancing service restoration efficiency.
- Strengthened incident governance and reporting frameworks, improving visibility and decision-making.
Incident Management Specialist
08/2019 — 01/2022Kyndryl Solution Private Ltd. · Bangalore
Progressed from L2 Technical Support Engineer to Incident Lifecycle Coordinator, expanding from technical resolution support into process coordination and incident governance. Managed end-to-end incident lifecycle activities, including logging, prioritization, assignment, escalation, SLA tracking, resolution follow-up, and closure validation.
- Successfully transitioned from technical support into incident lifecycle coordination and process governance.
- Improved incident reporting quality and visibility, enabling better stakeholder understanding of business impact.
L1 Technical Support
09/2015 — 11/2016Hewlett Packard Global Soft Pvt Ltd · Bangalore
Provided first-level technical support for enterprise users across hardware, software, access, network, and application-related issues. Diagnosed and troubleshot incidents, ensuring timely resolution within SLA targets and proper escalation for complex issues.
Remote Network Planning Engineer
02/2012 — 11/2012Accenture Private Ltd. · Bangalore
Supported network planning and RF optimization activities for telecom environments. Assisted in IP allocation, network configuration, and feasibility analysis.
Education1
Bachelor of Engineering
2007 — 2011Kodagu Coorg Institute of Technology (VTU)
Information Science