Sagar Mane
Incident Management Specialist
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About
Started my career at Cognizant as a Programmer Trainee in February 2022, specializing in Incident Management. I have honed my skills in analysis, handling incident management activities using ServiceNow, ensuring timely resolution within SLA. Created, assigned, tracked, and updated incident tickets based on priority (P1–P4).
Performed initial troubleshooting, coordinated with L2/L3 support teams for complex issues, and ensured proper escalation for critical incidents. Maintained accurate documentation, provided regular status updates to stakeholders, and conducted closure with resolution details to improve knowledge base and future incident handling. As a self-motivated and self-taught professional, I excel in problem-solving and am eager to leverage my evolving skills and proactive approach to contribute to the success of challenging projects.
Experience
Application support Analysis - Cognizant Technology Solutions India Private Ltd
(2022-02)
- Managed end-to-end incident lifecycle using ServiceNow, from ticket creation to closure, ensuring adherence to SLA timelines.
- Handled priority-based incidents (P1–P4), with strong focus on resolving critical (P1/P2) production issues.
- Performed initial troubleshooting and root cause analysis (RCA) to identify and resolve application/system issues efficiently.
- Coordinated with L2/L3 support teams and cross-functional stakeholders for faster resolution of complex incidents.
- Monitored incident queues, ensured timely escalation, and minimized downtime through proactive actions.
- Provided regular status updates to clients and internal teams during major incidents and outages.
- Maintained accurate ticket documentation, closure notes, and knowledge base articles for future reference.
- Participated in major incident bridges (war rooms) to support critical production environments.
- Ensured SLA compliance and service quality, contributing to improved operational efficiency.
- Supported continuous service improvement (CSI) through post-incident reviews and preventive measures.
Education
Master of Computer Science - Computer Science - Asian College Pune (2020-01 - 2022-01)
Bachelor Of Computer Science - Computer Science - VP College (2017-01 - 2020-01)
Higher of Secondary Certificate - SHHP, Pusegaon (2015-01 - 2017-01)
School of Secondary Certificate - SHHP, Pusegaon (2014-01 - 2015-01)
