Mehar J

Incident Management and IT Operations professional with 13+ years of experience across three organizations, including 5 years in Major Incident Management, 4 years in Incident Management, and 4 years in Production Support. Experienced in handling P1, P2, P3, and P4 incidents, coordinating technical and business stakeholders, managing escalations, performing root-cause analysis, and driving preventive actions. Strong background in SLA management, incident prioritization, service restoration, change and problem management, and 24x7 production operations.

Immediate joiner, available to support business-critical environments.

Major Incident Manager - [Company Name 3 — Most Recent] - [Location]

• Led end-to-end management of P1/P2 major incidents across business-critical production environments, ensuring rapid service restoration and minimal business impact.
• Acted as incident commander during major outages; established incident bridges, assigned technical workstreams, tracked actions, removed blockers, and drove resolution.
• Coordinated application, infrastructure, database, network, security, vendor, and business teams throughout the incident lifecycle.
• Performed business-impact assessment, severity classification, and escalation; provided timely and accurate updates to senior leadership and business stakeholders.
• Prepared incident timelines, business-impact summaries, technical status reports, and executive communications during major incidents.
• Conducted root-cause analysis and led post-incident reviews; implemented corrective and preventive actions to reduce repeat incidents.
• Monitored SLA compliance, incident aging, and escalation thresholds; escalated risks before SLA breach.
• Improved major-incident runbooks, communication templates, escalation matrices, and knowledge articles.
• Supported 24x7 operations, including on-call rotations, maintenance windows, and business-critical release support.

Incident Manager & MFT Production Support - Cognizant Technology Solutions - Chennai

(2015-12 - 2020)

• Managed the complete incident lifecycle for P1, P2, P3, and P4 incidents, from detection and triage through resolution, closure, and post-incident review.
• Performed incident triage, severity assessment, business-impact analysis, and prioritization based on affected users, services, and business criticality.
• Handled P3/P4 incidents by coordinating application, infrastructure, database, network, and vendor teams; tracked resolution progress and ensured timely closure within SLA.
• Escalated high-impact incidents to Major Incident Management, providing accurate initial assessment, impact details, and required technical context.
• Provided regular incident updates to business stakeholders, technical teams, and management; ensured clear ownership and accountability throughout resolution.
• Monitored SLA compliance, incident aging, and resolution quality; followed up with resolution groups to prevent delays and SLA breaches.
• Administered and supported enterprise MFT platforms, ensuring secure and reliable file exchange between internal systems, partners, vendors, and customers.
• Monitored scheduled and ad-hoc file transfers; investigated failed or delayed jobs and performed end-to-end troubleshooting across source, network, MFT platform, and destination systems.
• Troubleshot transfer issues involving authentication, connectivity, permissions, file naming, encryption, certificates, disk space, and partner-side failures.

IT Production Support Engineer - TATA Consultancy Services - Chennai

(2011-08 - 2015-08)

• Provided L1/L2 production support for business-critical applications, infrastructure, batch jobs, and integrated systems.
• Monitored system health, alerts, scheduled jobs, application logs, and service availability; identified and resolved issues before major business impact.
• Monitored and supported CA7 and AutoSys batch scheduling environments, ensuring timely execution of critical business batch jobs and production workflows.
• Troubleshot failed, delayed, abended, and dependency-related batch jobs; coordinated with application, infrastructure, and business teams for resolution.
• Performed job restarts, re-runs, ad-hoc submissions, calendar maintenance, dependency validation, and production batch-cycle support.
• Performed root-cause analysis for recurring batch failures and implemented preventive actions to improve batch stability.

BEM - Env Management - Andhra University (2004)