Mathi S

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.

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

B.E - ECE - Er. Perumal Manimakalai College of Engineering