Sanjay T.

Operations Associate

Pune, Maharashtra, India4 yrs 4 mos experience

Highly Stable

Key Highlights

Proven ability to resolve incidents promptly
85% reduction in incident resolution time
Expert in Major Incident Management and ITIL processes

Stackforce AI infers this person is a Major Incident Management expert in IT Service Management with a focus on crisis resolution.

Contact

Skills

Core Skills

Major Incident ManagementIncident Management

Other Skills

Incident problem managementIncident ReportingITIL Process ImplementationIT Service Management ToolsServiceNowJiraKPI ReportingProblem ManagementPost incident ReportITIL Service StrategyIT Infrastructure ManagementITIL CertifiedCritical Incident ManagementProblem and change managementIT Service Management

About

Highly skilled major incident management professional with a proven ability to provide effective leadership in resolving incidents promptly. Over 4 years of experience in ITIL, Incident, Problem, and Change Management, as well as Customer Experience. Demonstrated success in managing incidents for critical services, displaying strong leadership, ownership, and effective collaboration with customers and internal support teams, often across multiple functions. Specialized in Major Incident Management, including driving technical bridges and preparing comprehensive post-incident summary reports.

Experience

Cognizant

Major Incident maneger

Oct 2021 – Feb 2026 · 4 yrs 4 mos · Pune, Maharashtra, India · Hybrid

Lead and manage high-impact incidents from detection to resolution, ensuring timely communication with internal teams, business stakeholders, and external vendors.
Coordinate cross-functional teams, including infrastructure, development, operations, and business units, to quickly address incidents and restore services.
Monitor incident progress and escalate unresolved issues, ensuring that critical incidents are handled within defined service level agreements (SLAs).
Implement best practices and ensure compliance with ITIL processes to optimize incident resolution and minimize downtime.
Conduct post-incident reviews (PIR) to identify root causes, document lessons learned, and implement improvements to prevent recurrence.
Maintain a detailed record of major incidents, providing periodic reports and metrics to leadership to improve incident management performance.
Define and enforce escalation protocols to ensure timely issue resolution and Escalate incidents based on impact and severity to minimize downtime.
Reduced incident resolution time by 85% by optimizing escalation processes and enhancing team collaboration.
Successfully managed major incidents, with a focus on maintaining business continuity and mitigating customer impact.
Improved incident management workflows, leading to a 95% reduction in incident occurrence.
Managed critical IT incidents, leading root cause analysis and ensuring that recovery actions were performed swiftly and effectively.
Developed incident management playbooks and response strategies for different scenarios to reduce time to resolution.
Acted as the primary point of contact during major incidents, providing status updates to executives and ensuring that the right resources were deployed.
Manage ITSM processes using ServiceNow, BMC Remedy, JIRA, and PagerDuty. And ensure efficient ticket handling for incidents, problems, and changes.