Monish R N

Service Management & Major Incident Management professional with 5+ years of progressive experience leading critical incident bridge calls, coordinating cross-functional technical teams, and driving incidents to swift resolution. Expert in ITIL Service Management Practices (Incident, Problem, and Change Management). Skilled in incident prioritization, business impact assessment, Root Cause Analysis (RCA), Post-Incident Reviews (PIR), SLA monitoring, stakeholder communication, and vendor/third-party coordination.

Recognized for maintaining composure during high-pressure incidents and driving continuous service improvement within enterprise IT environments.

Technical Application Specialist at Birlasoft (2025-03 – Present)

Major Incident Management & Service Operations Leadership

• Lead Major Incident bridge calls for enterprise clients, ensuring structured communication, timely escalations, and technical engagement with cross-functional teams (infrastructure, application, vendors)
• Coordinate recovery actions with infrastructure, application development, and vendor support teams to drive incidents to swift resolution while maintaining SLA compliance
• Assess business impact and deliver executive-level incident updates to business stakeholders, service owners, and leadership teams during critical incidents
• Capture comprehensive incident lifecycle documentation in ServiceNow including impact analysis, error traces, and recovery steps
• Escalate and manage critical incidents with internal teams and third-party vendors, ensuring process compliance and resource allocation
• Maintain SLA adherence and communicate service metrics dashboards to clients and stakeholders for transparency
• Administer SaaS applications including user provisioning, access management, and configuration updates
• Create Standard Operating Procedures (SOPs) and maintain knowledge base articles for support processes
• Drive continuous improvement initiatives through process optimization and incident trend analysis

Application Support Engineer at Cognizant Technology Solutions (2019-01 – 2025-03)

Enterprise Incident Management, Problem Management & Continuous Improvement

• Provided L2+ support for web-based applications, batch processes, and file/data feeds in SLA-driven production environments
• Managed incident prioritization using BMC Helix, assessing business criticality to optimize resource allocation and response times
• Led Major Incident response for critical production issues, coordinating infrastructure, development, and vendor teams for rapid resolution
• Maintained structured communication with business stakeholders during high-priority production incidents through daily cadence calls
• Supported FIS Cleared Derivatives Platform (mission-critical application) – trade processing, risk management, system monitoring, DR/Failover testing
• Conducted Root Cause Analysis (RCA) on recurring and critical incidents, identifying systemic gaps and driver issues
• Drove Post-Incident Reviews (PIR) to capture lessons learned and implement preventive corrective actions (PCA)
• Monitored incident trends and recommended process improvements and architectural changes to enhance operational resilience
• Improved application stability through proactive monitoring and early issue detection, reducing recurring incidents by 30%
• Led Single Sign-On (SSO) implementations across multiple applications, enhancing security and user experience
• Designed and implemented automated certificate renewal notification system using Power Automate, reducing unplanned incidents by ~40% annually
• Created Excel-based SLA dashboards and incident summary reports for executive and client stakeholder consumption
• Maintained compliance with ITIL-aligned Service Management practices and participated in operational audits

Bachelor of Engineering in Electrical & Electronics Engineering – Muthayammal Engineering College