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Incident & Service Operations Manager | Major Incident Management (MIM) | ITSM (ServiceNow) | Problem & Change Management | SaaS Operations | Service Reliability
🚀 Incident & Service Operations Manager specializing in Major Incident Management (MIM), IT Service Management (ITSM), ServiceNow, Problem Management, Change Management, and SaaS Operations. With 13+ years of experience across AI-powered SaaS, Banking, FinTech, Cloud, E-commerce, and Enterprise IT environments, I have successfully led executive escalations, service restoration, operational resilience initiatives, and continuous service improvement programs for mission-critical platforms supporting global customers across the US, UK, APAC, and EMEA. 🔹 Core Expertise • Major Incident Management (P1/P2/Sev-1) • ITSM & ServiceNow • Problem & Change Management • Root Cause Analysis (RCA) & Post-Incident Reviews (PIR) • Service Delivery & Operational Governance • SaaS Operations & Production Support • Executive Stakeholder Management • Service Reliability & Operational Resilience • Escalation Management • Observability & Monitoring 🔹 Key Achievements ✔ Led end-to-end Major Incident Management for global AI-powered SaaS banking platforms, orchestrating cross-functional response teams, executive stakeholder communications, RCA initiatives, and continuous service improvement. ✔ Reduced MTTR by 25% through proactive incident management and streamlined escalation processes. ✔ Reduced recurring incidents through RCA, PIR, and operational improvement initiatives. ✔ Maintained 99.9% service availability across business-critical production environments. 🔹 Technology Stack ServiceNow • Azure DevOps • Grafana • Kibana • Azure Monitoring • RabbitMQ • Jira • Log Analytics • GitHub • Python 📩 Open to opportunities in: Major Incident Management | ITSM Process Management | Service Delivery Management | Service Operations Management | SaaS Operations | Production Support Leadership
Govt. Degree College, Waidhan
Bachelor of Commerce (B.Com.), Business Administration and Management, General
January 1, 2008 – January 1, 2011
IACM Smart Learn Limited
Diploma in Computer Hardware,Networking & Security Systems
January 1, 2008 – January 1, 2010
St. Josephs Convent Hr. Sec. School, Waidhan
Science
January 1, 1993 – January 1, 2008
Cleareye.ai
Incident Manager
September 1, 2022 – Present
India
Amazon
Information Technology Support Engineer
September 1, 2020 – August 1, 2022
Bengaluru, Karnataka, India
Concentrix
Senior Technical Support Representative
September 1, 2018 – August 1, 2020
Bengaluru, Karnataka, India
HCL Technologies
Senior Analyst - Data Centre Operations
October 1, 2016 – February 1, 2018
Chennai
Sutherland
Senior Consultant
October 1, 2015 – September 1, 2016
Nirmal Infotech Pvt Ltd
Desktop Support Engineer
October 1, 2013 – July 1, 2015
Greater Bengaluru Area
Fidelity National Financial
Process Analyst
December 1, 2011 – March 1, 2013
Greater Bengaluru Area
Introduction to Object-oriented Programming with Python
Microsoft
June 25, 2026 – Present
Microsoft Azure AI Fundamentals
Microsoft Azure
June 25, 2026 – Present
Introduction to Azure DevOps
Microsoft Azure
June 25, 2026 – Present
Designing Model Deployment Solution
Microsoft | Azure Cloud | AI | Partner
June 25, 2026 – Present
Building Natural Language Solutions with Azure OpenAI Service
Microsoft Azure
June 25, 2026 – Present
Designing Machine Learning Model Training Solution
Microsoft
June 25, 2026 – Present
ChatGPT Prompt Engineering for Developers
DeepLearning.AI
June 25, 2026 – Present
Introduction to Generative AI
Google Cloud Skills Boost
June 25, 2026 – Present
Master Course in Artificial Intelligence & Deep Learning
Udemy
June 25, 2026 – Present
Graph Analytics for Python Developers - Certificate of Attendance
Memgraph
June 25, 2026 – Present
Introduction to AWS for Non-Engineers: 1 Cloud Concepts
June 25, 2026 – Present
Intro to Service Management with ITIL® 4
June 25, 2026 – Present
CompTIA A+ (220-1001) Cert Prep 8: Internet and the Cloud
June 25, 2026 – Present
Diploma In Computer Hardware, Networking & Security Systems
IACM SmartLearn Ltd.
June 25, 2026 – Present
Cultural Fit Analysis
The candidate's diverse experience across multiple companies (Cleareye.ai, Amazon, Concentrix, HCL Technologies, Sutherland, Nirmal Infotech, Fidelity National Financial) demonstrates adaptability and exposure to various organizational cultures. Their continuous pursuit of certifications in emerging technologies like AI/ML and cloud platforms indicates a growth mindset and a willingness to learn, which aligns well with dynamic and innovative environments. The roles primarily focus on support and operations, which might require a shift in mindset for a pure software engineering role, but the underlying problem-solving and system understanding are transferable.
Soft Skills & Operational Fit
The candidate's experience in incident management, production support, and client-facing roles suggests strong problem-solving, analytical, and communication skills. Their history of handling escalated tickets and managing IT incidents indicates resilience and operational effectiveness. The certifications in ITIL® 4 further support a structured approach to service management.