Sarfaraj S

Product Manager

Bengaluru, Karnataka, India4 yrs experience

Most Likely To Switch

Key Highlights

Expert in ITIL-based Incident Management
Proven track record in P1/P2 incident handling
Strong stakeholder communication skills

Stackforce AI infers this person is a Major Incident Manager in IT Service Management with a focus on operational efficiency.

Contact

sarfarazjagadal07@gmail.com LinkedIn

Skills

Core Skills

Major Incident ManagementItilIncident Management

Other Skills

RCAServiceNowSLA adherencePost-Incident ReviewsITIL best practicesIncident CoordinationITSM toolsSLA complianceTime ManagementIT ManagementMicrosoft Power BIMicrosoft ExcelTroubleshootingTechnical Support

About

Major Incident Manager with 4.2 years of experience in IT Service Management, specializing in P1/P2 incident handling, SLA adherence, and MTTR optimization. Experienced in leading end-to-end incident bridge calls, acting as SPOC during critical outages, and driving quick resolution with minimal business impact. Strong expertise in ITIL-based Incident and Problem Management, Root Cause Analysis (RCA), and stakeholder communication. Hands-on experience with ServiceNow for incident tracking and workflow management. Proven ability to coordinate with cross-functional teams, vendors, and leadership for timely resolution and effective escalation handling. Focused on service excellence, operational efficiency, and continuous improvement.

Experience

4 yrs

Total Experience

1 yr 4 mos

Average Tenure

2 yrs 5 mos

Current Experience

Computacenter

Incident Manager

Jan 2024 – Present · 2 yrs 5 mos · Bengaluru, Karnataka, India · Hybrid

Roles & responsibilities
Independently led end-to-end major incident bridge calls, ensuring quick coordination and resolution across teams.
Took ownership of high-severity (P1/P2) incidents, driving them from identification to closure with minimal supervision.
Acted as Incident Commander during critical outages, managing communication flow and decision-making on bridge calls.
Provided timely and clear updates to stakeholders and leadership during major incidents.
Ensured effective coordination between multiple support teams and vendors to avoid delays in resolution.
Handled escalation management by proactively identifying risks and driving faster resolution.
Ensured proper documentation of incident timelines, actions taken, and resolution details.
Supported continuous improvement by sharing observations from major incidents to prevent recurrence.

Major Incident ManagementRCAIncident ManagementITILServiceNow

Kyndryl india

Incident Manager

Jul 2023 – Jan 2024 · 6 mos · Bengaluru, Karnataka, India · Hybrid

Roles & Responsibilities
Managed major incidents end-to-end, ensuring rapid resolution and minimal impact on business operations.
Acted as the Single Point of Contact (SPOC) for critical/high-priority incidents, driving communication across stakeholders.
Led incident bridge calls with cross-functional teams, vendors, and senior leadership to expedite issue resolution.
Ensured strict adherence to SLAs by tracking incident timelines, prioritizing tasks, and initiating timely escalations.
Conducted Post-Incident Reviews (PIRs) to identify root causes and implement corrective and preventive actions.
Maintained detailed incident records, dashboards, and reports to analyze trends and improve service performance.
Collaborated with problem management teams to identify recurring incidents and drive permanent fixes.
Enhanced incident management processes by aligning with ITIL best practices and continuous service improvement initiatives.
Mentored and trained junior analysts on incident handling, communication protocols, and escalation procedures.

Major Incident ManagementSLA adherencePost-Incident ReviewsITIL best practicesITIL

Gleam global services india pvt ltd

Incident Coordinator

May 2022 – Jun 2023 · 1 yr 1 mo · Bengaluru, Karnataka, India · Hybrid

Roles & Responsibilities
Monitored, logged, and categorized IT incidents received through multiple channels including calls, emails, and ITSM tools.
Performed initial troubleshooting and ensured timely escalation of unresolved issues to appropriate support teams.
Maintained SLA compliance by tracking incident progress, prioritizing tickets, and conducting regular follow-ups.
Coordinated between technical teams, vendors, and end-users to ensure efficient and timely incident resolution.
Documented incidents, identified recurring issues, and supported problem management initiatives.
Assisted in post-incident reviews and contributed to continuous service improvement processes.
Managed incident workflows using ITSM tools such as ServiceNow, BMC Remedy, and JIRA.

Incident CoordinationITSM toolsSLA complianceIncident Management