Yuvaraj M

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.

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

Bachelor of Business Administration