Yuvaraj M
Incident management, end user support, Command Center monitoring
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About
Experienced Incident Manager / Command Center Specialist with 15+ years of experience in End User Support, NOC Monitoring, and Major Incident Management within 24x7 enterprise environments. Proven ability to reduce MTTR, maintain 98%+ SLA compliance, and effectively manage P1/P2 incidents. Strong expertise in stakeholder communication, bridge call leadership, and cross-functional coordination to minimize business impact.
Experience
Tech Lead – Incident Management / Command Center at Cognizant Technology Solutions (2013-01 – 2024-12)
Managed Major Incidents (P1/P2) in 24x7 Command Center environment, leading incident bridge calls and coordinating cross-functional teams to ensure quick resolution and minimal business impact.
- Managed Major Incidents (P1/P2) ensuring quick resolution and minimal business impact
- Worked in 24x7 Command Center monitoring applications and infrastructure
- Led incident bridge calls and coordinated with cross-functional teams
- Ensured timely communication with stakeholders and leadership
- Owned complete incident lifecycle (detection → resolution → RCA)
- Prepared RCA reports and drove preventive and corrective actions
- Reduced MTTR by 30–35% through improved coordination and prioritization
- Maintained 98%+ SLA compliance consistently across critical incidents
- Handled 1000+ critical incidents annually in high-pressure environments
- Improved system stability by reducing repeat incidents by 25%
- Recognized for strong client communication and crisis management during outages
- Streamlined incident reporting, saving 10–15 hours/week of manual effort
System Engineer – End User Support (L2) at Tata Consultancy Services (TCS) (2007-01 – 2013-12)
Provided L1/L2 support for desktops, laptops, and enterprise applications, resolving hardware, software, and network-related issues while managing Active Directory operations.
- Provided L1/L2 support for desktops, laptops, and enterprise applications
- Resolved hardware, software, and network-related issues
- Managed Active Directory (user accounts, access, password resets)
- Supported remote users and ensured minimal downtime
- Achieved 95%+ First Call Resolution (FCR) improving user productivity
- Reduced repeat incidents through proactive troubleshooting and documentation
- Maintained high customer satisfaction (CSAT) across support services
