Suraj Vaidya

Seasoned ITSM professional with 7 years' experience in incident and problem management. Recognized for effectively managing the problem management lifecycle, resulting in a 15% decrease in system downtime and increased customer satisfaction. Proficient in stakeholder management, root cause analysis, escalation management, and ITIL best practices. Holds a Bachelor of Science degree and ITIL 4 Foundation certification.

Major Incident Manager - Capgemini

(2025-06)

Owned the end-to-end Problem Management lifecycle, executing proactive problem detection, root cause analysis (RCA), workaround documentation, and KEDB maintenance.

• Coordinated cross-functional engineering responses to critical IT incidents, successfully reducing system downtime by 15%.
• Established structured communication matrices between IT support groups and senior leadership to streamline real-time updates during critical outages.
• Led comprehensive Post-Incident Reviews (PIR) and designed tailored corrective action plans to foster continuous service improvement.
• Maintained data integrity within the documentation system to support rigorous post-incident evaluations and compliance standards.
• Elevated overall customer satisfaction scores by ensuring swift, highly organized restoration timelines for major incidents.

Relationship Officer (CBS) - Utkarsh Small Finance Bank

(2024-03 - 2025-06)

Managed day-to-day IT Operations and L1/L2 infrastructure support, overseeing Core Banking System (CBS) availability, user access management, and technical escalations for decentralized bank branches.

• Monitored critical branch network connectivity (Leased Lines/VSAT) and infrastructure health parameters to proactively address potential service disruptions.
• Collaborated with L3 IT operations and system administrators to troubleshoot high-impact batch processing issues, ensuring minimal downtime for banking operations.
• Orchestrated Identity and Access Management (IAM) workflows, auditing and provisioning user permissions in strict compliance with banking security policies.
• Served as the operational liaison between retail business units and the central IT service desk to communicate infrastructure maintenance windows and estimated restoration timelines (ETR).
• Maintained meticulous tracking logs for hardware deployments and production environment incidents, driving swift time-to-resolution metrics.

Incident Manager - Cognizant Technology Solutions, CTS

(2021-11 - 2024-03)

• Chaired over 50 high-priority P1/P2 critical incident bridge calls, successfully driving down Mean Time to Resolve (MTTR).
• Liaised with L2/L3 resolver groups, third-party vendors, and senior stakeholders to minimize business disruption and safeguard strict SLAs.
• Authored and distributed comprehensive Major Incident Reports (MIRs) and technical post-mortem reviews for enterprise leadership.
• Analyzed incident trends to identify underlying systemic issues, routing recurring tickets to Problem Management for permanent resolution.
• Maintained high compliance rates by implementing ITIL best practices to streamline ticket escalation workflows and minimize queue leakage.

Senior Representative - Incident Management - Concentrix

(2021-03 - 2021-10)

Managed end-to-end incident lifecycles for enterprise clients, ensuring accurate ticket prioritization and seamless escalation tracking via ServiceNow.

• Monitored open incident queues to enforce strict SLA compliance and systematically reduced aged ticket backlogs.
• Coordinated with L2/L3 resolver teams, and maintained real-time updates via MS Teams and ServiceNow.
• Maintained real-time incident status tracking and stakeholder updates utilizing MS Teams and dedicated ITSM communication channels.

Senior Associate - IT Support - Wipro Limited

(2018-02 - 2020-03)

Provided comprehensive multi-tier technical infrastructure support, logging, tracking, and resolving hardware, software, and network issues within standard ITSM environments.

• Monitored system health metrics proactively to flag potential service disruptions and assist the IT operations team in risk mitigation.
• Logged and categorized incidents inside the ITSM toolset, ensuring accurate routing to minimize overall user downtime.
• Championed first-contact resolution (FCR) strategies for enterprise end-users to optimize support workflows and boost customer satisfaction scores.

Bachelor of Science - Shri Krishna University (2021)