Mathi S
Major Incident Manager / Incident Commander with 10 years of experience in IT Service Management and 24×7 production environments
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About
Major Incident Manager / Incident Commander with 10 years of experience in IT Service Management and 24×7 production environments. Expert in P1/P2 incident management, enterprise war room coordination, SLA governance, and stakeholder communication. Handled 15+ major incidents monthly, coordinated 10+ teams, reduced MTTR, and maintained 99.9% SLA compliance.
Experience
Major Incident Manager / Incident Commander - UST Global - Chennai
(2023-03)
- Lead end-to-end management of P1/P2 major incidents in a 24×7 environment
- Act as Major Incident Commander coordinating 10+ cross-functional teams
- Handle and drive resolution of 15+ major incidents monthly ensuring minimal business impact
- Provide executive updates and business impact analysis
- Drive MTTR reduction through proactive coordination
- Ensure 99.9% SLA compliance
- Lead PIR and RCA activities
- Collaborate with teams to prevent recurring incidents
- Led major incident response efforts, coordinating cross-functional teams to restore services swiftly
- Analyzed incident trends, identifying root causes to drive continuous improvement initiatives across the organization
SR Associate Support Engineer - Tech Mahindra - Chennai
(2020-06 - 2023-02)
- Managed P1/P2 incidents and service disruptions
- Participated in war room and bridge calls
- Coordinated with cross-functional teams
- Ensured SLA compliance and escalation handling
- Supported RCA and post-incident reviews
- Mentored junior associates, fostering professional growth and team collaboration
- Facilitated training sessions on new technologies and methodologies for team members
Associate Incident Management - Tech Mahindra - Chennai
(2019-07 - 2020-05)
- Handled P1/P2 incidents in production
- Coordinated with teams for resolution
- Supported incident communication
- Maintained documentation and tracking
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Learned and adapted quickly to new technology and software applications
- Organized and detail-oriented with a strong work ethic
Tech Support - Ample Technologies - Chennai
(2016-05 - 2019-04)
- Provided technical support and incident resolution
- Handled troubleshooting and service disruptions
- Maintained SLA-based resolution
- Managed documentation and records
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency
- Assisted in the development of standard operating procedures to ensure consistent service quality across all cases handled by the tech support team
Education
B.E - ECE - Er. Perumal Manimakalai College of Engineering
