Ajay

Major Incident Manager with 2 years and 11 months of experience supporting the coordination and resolution of high-priority Sev-1 and Sev-2 IT incidents. Experienced in coordinating cross-functional teams, maintaining stakeholder communication, facilitating incident bridge calls, tracking incident progress, and supporting timely service restoration. Knowledge of ITIL V4 incident management processes, SLA compliance, escalation management, Root Cause Analysis (RCA), Post-Incident Reviews (PIR), incident documentation, and continual improvement.

Experienced with ITSM tools including ServiceNow, Jira, Confluence, and Salesforce.

MAJOR INCIDENT MANAGER - INFIGROW Technology Pvt Ltd

(2023-12)

• Coordinated the response and resolution of Severity-1 and Severity-2 incidents, supporting timely service restoration and minimizing business impact.
• Worked with technical teams and senior stakeholders during critical outages to maintain clear communication and coordinate incident-resolution activities.
• Facilitated incident bridge calls, provided real-time status updates, and followed up on actions to support timely progress toward resolution.
• Maintained incident reports and documentation, including incident updates and Root Cause Analysis (RCA) information.
• Supported Post-Incident Reviews (PIRs) to identify process gaps, capture lessons learned, and contribute to preventive actions.
• Coordinated with Problem Management and Change Management teams on follow-up activities and longer-term resolution.
• Supported SLA compliance, incident escalation, and consistent incident documentation and reporting.
• Contributed to improvements in escalation workflows and incident-handling processes.
• Supported knowledge-sharing activities and junior team members on incident-management practices and stakeholder communication.

Bachelor of Computer Science (BCS) - Savitribai Phule Pune University, Pune, India (2018)