Major Incident Manager - Mphasis Ltd (Client: JP Morgan Chase Bank) - Pune, Maharashtra
(2022-01 - 2025-08)
Led end-to-end Major Incident Management operations for JP Morgan Chase Bank in a mission-critical US Banking infrastructure environment serving 50,000+ daily transactions across Core Banking, Wealth Management, Payment Systems, and Digital Banking platforms.
- Led end-to-end Major Incident Management operations for JP Morgan Chase Bank, handling 50+ P1/P2 incidents per month across mission-critical banking applications and infrastructure in a highly regulated environment.
- Managed Severity-1 and Severity-2 incidents using ServiceNow from initial detection through resolution and closure — maintaining average MTTR of under 90 minutes for P1 incidents.
- Facilitated technical bridge calls and war rooms involving 8-12 cross-functional teams: Application, Middleware, Database, Network, Cloud, Storage, Security, and External Vendor teams — coordinating parallel workstreams to accelerate resolution.
- Served as single point of escalation for all major outages and unresolved incidents — accountable to JPMC senior management and Mphasis leadership for real-time incident status.
- Drove executive-level communications — delivered accurate, timely, and business-impact-focused updates to C-suite and senior stakeholders within 15 minutes of P1 detection, maintaining zero surprise policy.
- Ensured 99.8% SLA compliance across all managed incidents — enforced strict adherence to SLA, OLA, and JPMC regulatory compliance standards throughout the incident lifecycle.
- Prepared and distributed comprehensive Post-Incident Review (PIR) reports within 48 hours of P1 resolution — handing off to Problem Management with documented RCA, timeline, and 3 preventive action items per incident.
- Leveraged ServiceNow dashboards and trend reports to identify recurring incident patterns — proactive analysis reduced repeat P1 incidents by 35% over 12 months through Problem Management collaboration.
- Supported production releases and coordinated with Change Management teams to ensure successful, low-risk deployments.
- Performed impact and risk assessment prior to production changes and ensured rollback readiness for high-severity scenarios.
- Achieved zero repeat P1 incidents for 8 consecutive months — recognized with written client appreciation letter from JP Morgan Chase Bank management acknowledging service quality excellence.
- Supported continuous service improvement (CSI) initiatives — contributed to MIM process enhancements, knowledge documentation, and ServiceNow workflow optimization, improving team efficiency by 20%.
Incident Manager - Mphasis Ltd (Client: First Republic Bank) - Pune, Maharashtra
(2018-09 - 2021-12)
Managed day-to-day incident operations for First Republic Bank in a US Banking environment covering Personal Banking, Investment & Wealth Management platforms.
- Managed day-to-day incident operations for First Republic Bank — handled 30+ incidents per day including ticket triaging, priority classification, escalation, and resolution tracking via ServiceNow.
- Monitored ServiceNow incident queues continuously — ensured 95%+ SLA compliance for all incident categories by proactively identifying at-risk tickets and escalating before SLA breach.
- Acted as primary liaison between technical resolver teams and business end-users during service disruptions — translated technical impact into business language for non-technical stakeholders.
- Maintained accurate incident logs with complete categorization and prioritization in ServiceNow — conducted weekly data quality audits to ensure CMDB integrity and reporting accuracy.
- Performed monthly incident trend analysis — identified top 5 recurring incident categories and collaborated with Problem Management to drive root cause elimination, reducing incident volume by 15%.
- Worked closely with Problem Management team to support RCA investigations — contributed to 20+ formal Problem Records with documented workarounds and permanent fix recommendations.
- Provided structured status updates to stakeholders via ServiceNow notifications and weekly status reports — maintained complete transparency on incident backlog and resolution timelines.
- Supported Knowledge Management by documenting 50+ known issues and resolutions in the ServiceNow knowledge base — reduced mean time to diagnose (MTTD) for repeat incidents by 25%.
Senior Test Engineer (IT Quality & Validation) - Mphasis Ltd (Internal — PeopleSoft Campus Solutions) - Pune, Maharashtra
(2009-02 - 2018-08)
Earlier IT career in quality assurance providing strong foundation in system behavior, defect analysis, and IT process understanding.
- Developed and executed test plans covering functional, integration, and regression testing for PeopleSoft Campus Solutions modules — built systematic approach to IT validation that directly supports current incident diagnosis skills.
- Used SQL and PeopleSoft Query Manager for data validation — strong database querying skills applied for incident impact assessment and data integrity validation during major incidents.
- Coordinated with technical teams to resolve defects — developed cross-functional collaboration skills and technical communication capabilities directly applied in current incident bridge calls.
- Facilitated UAT sessions with business stakeholders — built stakeholder communication skills foundational to current executive incident communication responsibilities.
