10/15/2026 updated
100 % available
Major Incident Manager | ITSM Expert | ServiceNow | ITIL v4 Certified
Bangalore, India
Only remote
B. Tech in Computer Science and Engineering (CSE)ServiceNow Security OperationsIBM Tivoli Storage ManagerApplication Lifecycle ManagementAudit TrailIntelligent Platform Management InterfaceCase ManagementCertified Information Security ManagerChange ManagementConfiguration ManagementComputerized Maintenance Management SystemsMicrosoft Management ConsoleContact Manager (Data Management Software)Crisis ManagementEmergency ManagementEnterprise Information Management
IT Service Management (ITSM) & Incident Management
Over 7 years of hands-on experience in Incident, Major Incident, Problem, and Change Management. End-to-end ownership of the incident lifecycle including logging, triage, escalation, resolution, and closure, with a strong focus on SLA compliance and critical incident handling (P1-P4) in a 24x7 Command Centre environment.
ServiceNow
Extensive use of ServiceNow for monitoring and responding to alerts, coordinating with resolver teams, maintaining accurate incident records, and supporting Problem Management processes including RCA initiation and documentation of known errors.
Root Cause Analysis (RCA) & Problem Management
Proven expertise in initiating and conducting Root Cause Analysis, documenting known errors, and implementing preventive solutions. Recognized by Microsoft leadership for RCA accuracy and awarded for exceptional performance in critical case handling.
ITIL v4 Framework
Certified in ITIL v4 Foundation, with practical application of ITIL best practices in governance forums, incident reviews, and compliance initiatives across multiple organizations.
Agile Methodologies
Skilled in Agile methodologies and cross-functional collaboration, working effectively with globally dispersed teams to drive process improvements and quality initiatives.
Change Management
Experience managing Change Management processes, including tracking actions, ensuring minimal customer impact, and establishing clear escalation paths for incidents at risk of SLA breach.
Technical Support & CRM Tools
Background in backend technical support using ICRM, Salesforce, and Axiom software. Managed case flow, escalations, and customer queries while coordinating across DSL departments such as MDF and NOC.
Automation & Process Improvement
Involvement in driving automation and quality improvement initiatives, including co-creating automated processes and serving as POC for labor report automation, resulting in time savings and error reduction.
Leadership & Mentoring
Recognized for exceptional leadership and mentoring new hires. Promoted as Floor Supervisor, responsible for mentoring teams and monitoring performance. Led the Moonshot Program to uplift mediocre performers, earning client appreciation.
Over 7 years of hands-on experience in Incident, Major Incident, Problem, and Change Management. End-to-end ownership of the incident lifecycle including logging, triage, escalation, resolution, and closure, with a strong focus on SLA compliance and critical incident handling (P1-P4) in a 24x7 Command Centre environment.
ServiceNow
Extensive use of ServiceNow for monitoring and responding to alerts, coordinating with resolver teams, maintaining accurate incident records, and supporting Problem Management processes including RCA initiation and documentation of known errors.
Root Cause Analysis (RCA) & Problem Management
Proven expertise in initiating and conducting Root Cause Analysis, documenting known errors, and implementing preventive solutions. Recognized by Microsoft leadership for RCA accuracy and awarded for exceptional performance in critical case handling.
ITIL v4 Framework
Certified in ITIL v4 Foundation, with practical application of ITIL best practices in governance forums, incident reviews, and compliance initiatives across multiple organizations.
Agile Methodologies
Skilled in Agile methodologies and cross-functional collaboration, working effectively with globally dispersed teams to drive process improvements and quality initiatives.
Change Management
Experience managing Change Management processes, including tracking actions, ensuring minimal customer impact, and establishing clear escalation paths for incidents at risk of SLA breach.
Technical Support & CRM Tools
Background in backend technical support using ICRM, Salesforce, and Axiom software. Managed case flow, escalations, and customer queries while coordinating across DSL departments such as MDF and NOC.
Automation & Process Improvement
Involvement in driving automation and quality improvement initiatives, including co-creating automated processes and serving as POC for labor report automation, resulting in time savings and error reduction.
Leadership & Mentoring
Recognized for exceptional leadership and mentoring new hires. Promoted as Floor Supervisor, responsible for mentoring teams and monitoring performance. Led the Moonshot Program to uplift mediocre performers, earning client appreciation.
Experience
Professional experience10+ years
Freelancer since2024
Languages
EnglishFluentHindiFluent
Project history
Own end-to-end incident lifecycle including logging, triage, escalation, resolution, and closure. Drive bridge calls for P1-P4 incidents in a 24x7 Command Centre environment. Monitor and respond to alerts using ServiceNow and coordinate with resolver teams for rapid restoration. Maintain accurate incident records and ensure SLA compliance. Support Problem Management by initiating RCA, documenting known errors, and implementing preventive solutions. Provide incident trend analysis and insights to reduce repeat issues. Act as escalation point for high-impact incidents and ensure timely leadership communication. Participate in governance forums, incident reviews, and ITIL compliance initiatives. Drive automation and quality improvement initiatives.
Managed Incident, Change, and Problem Management processes. Acted as primary contact during major incidents, ensuring stakeholder communication. Led bridge calls, tracked actions, and ensured minimal customer impact. Escalated incidents at risk of SLA breach and established clear escalation paths. Monitored and tracked major incidents from initiation to resolution. Identified process improvement opportunities and implemented enhancements. Collaborated with R&D and support teams for cloud customer programs.
Provided backend technical support using ICRM, Salesforce, and Axiom software. Allocated and resolved faults within SLA, coordinating across DSL departments (MDF, NOC). Managed case flow, escalations, and customer queries. Ensured quality by identifying errors from L1 associates and mentoring teams. Assisted US/UK clients with online bookings, billing, and escalations.