Pankaj Singh profile photo 1 on Tal

Pankaj Singh

Major Incident Manager (MIM) | Problem Management Lead (PM) | P1/P2 Incident Command | ITSM & ITIL | SLA, MTTR, ServiceNow | Global Operations

Pune City

4+ years of work experience

Neev
Aug 202511 mosPresent

Pune, Maharashtra, India

Lead end-to-end Major Incident Management (MIM) for Zscaler security services, ensuring rapid service restoration and minimal business impact across global clients. Act as the single point of coordination (SPOC) during P1/P2 incidents, managing technical teams, vendors, and stakeholders across multiple time zones. Drive incident bridges, ensure structured troubleshooting, and enforce ITIL Incident Management best practices. Coordinate with Network, Security, Cloud, SOC, and Zscaler Engineering teams to identify root causes and implement corrective actions. Manage and coordinate day-to-day global incidents for Zscaler services, primarily supporting L2.5 / L3 technical teams across regions. Act as the central coordination point for incident triage, prioritization, and assignment, ensuring timely investigation and resolution. Monitor incident queues and service dashboards to identify impact, urgency, and potential escalation risks. Ensure Zscaler Support teams are engaged and actively working on incidents, especially for complex or high-impact cases. Facilitate incident bridges and technical discussions for critical issues, maintaining structure and focus during troubleshooting. Provide clear and timely incident status updates to stakeholders, customers, and internal leadership as required. Track incidents against SLA / OLA commitments and proactively highlight risks or delays. Ensure accurate and complete incident documentation in ITSM tools in line with ITIL processes. Collaborate with Problem and Change Management teams to support root cause identification and long-term fixes. Identify recurring incident patterns and contribute to continuous service improvement initiatives.
Infosys
Aug 20241 yr 1 moAug 2025

India

"Skilled in handling high-priority incidents, performing root cause analysis, and driving permanent fixes to minimize business impact. Proven ability to collaborate with cross-functional teams, ensure SLA adherence, and deliver process improvements aligned with ITIL best practices. Adept at incident reporting, trend analysis, and implementing proactive problem management strategies to enhance service reliability and customer satisfaction." Key Achievements & Responsibilities: Managed the end-to-end incident lifecycle, ensuring SLA compliance and minimal business disruption. Conducted RCA for recurring issues and implemented preventive solutions that reduced repeat incidents. Facilitated Major Incident Management (MIM) calls, coordinating with cross-functional technical teams and stakeholders for rapid resolution. Developed and presented trend analysis reports, RCA documents, and performance dashboards to senior management. Led post-incident reviews (PIRs) and applied key learnings to drive continuous process improvements. Improved incident resolution time by 15% through proactive monitoring and process optimization. Collaborated with application, infrastructure, and network teams to ensure seamless problem resolution Facilitated Major Incident Management (MIM) calls, coordinating with cross-functional technical teams and stakeholders for rapid resolution. Developed and presented trend analysis reports, RCA documents, and performance dashboards to senior management.
Infosys
Jul 20231 yr 2 mosAug 2024

Pune District

Key Achievements & Responsibilities: Acted as a liaison between business stakeholders and technical teams to gather, document, and validate requirements. Translated business needs into functional and technical specifications for IT development and support teams. Analyzed incident trends and business impact to provide insights for problem management and process optimization. Assisted in preparing process flow diagrams, requirement documents, and reports for ITSM operations. Supported the incident and problem management team by analyzing ticket data and identifying recurring issues. Collaborated with project managers and consultants to deliver solutions aligned with ITIL best practices. Prepared status reports, dashboards, and presentations for stakeholders to track progress and highlight risks. Contributed to process documentation and SOP development, ensuring standardization across IT operations. Assisted in implementing automation and tool improvements (ServiceNow, HPSM) to streamline incident workflows.
Infosys
Aug 20221 yrJul 2023

Pune District

Key Achievements & Responsibilities: Acted as a liaison between business stakeholders and technical teams to gather, document, and validate requirements. Translated business needs into functional and technical specifications for IT development and support teams. Analyzed incident trends and business impact to provide insights for problem management and process optimization. Assisted in preparing process flow diagrams, requirement documents, and reports for ITSM operations. Supported the incident and problem management team by analyzing ticket data and identifying recurring issues. Collaborated with project managers and consultants to deliver solutions aligned with ITIL best practices. Prepared status reports, dashboards, and presentations for stakeholders to track progress and highlight risks. Contributed to process documentation and SOP development, ensuring standardization across IT operations. Assisted in implementing automation and tool improvements (ServiceNow, HPSM) to streamline incident workflows.
AskTech (Pvt) Ltd.
Jun 20212 mosJul 2021

Bhopal, Madhya Pradesh, India

Worked as a Financial analyst

Education

Barkatullah University, Bhopal

Master of Business Administration - MBA, Accounting and Finance

Barkatullah University, Bhopal

20202 yrs2022
Barkatullah University, Bhopal

Bachelor of Business Administration - BBA, Finance, General

Barkatullah University, Bhopal

20173 yrs2020

Join Pankaj and 10k+ other professionals on

Tal Boss

Tal is the app where bosses meet engineers & builders directly, without middlemen

Download Tal Boss

Pankaj Singh on Tal

Headline

Major Incident Manager (MIM) | Problem Management Lead (PM) | P1/P2 Incident Command | ITSM & ITIL | SLA, MTTR, ServiceNow | Global Operations

About

I am an IT Service Management professional with 3+ years of experience in Incident & Problem Management, specializing in Root Cause Analysis (RCA), Major Incident Management, and Continuous Service Improvement. With expertise in ITIL best practices and tools like ServiceNow and HPSM, I excel at driving service reliability, process optimization, and proactive problem resolution. I’ve successfully led initiatives that reduced incident resolution times by 15%, minimized recurring issues, and improved cross-team collaboration — resulting in greater customer satisfaction and cost savings. Key strengths include: End-to-end incident & problem lifecycle management Performing RCA & trend analysis to prevent disruptions Leading post-incident reviews (PIRs) and implementing learnings Facilitating Major Incident calls with stakeholders and technical teams Delivering clear, customer-focused communication during critical escalations I am passionate about driving operational excellence, ensuring IT stability, and enabling organizations to deliver reliable, customer-focused solutions. Let’s connect to explore how I can contribute to building robust IT operations and continuous service improvement in your organization.

Location

Pune City

Work experience

Incident Management Specialist at Neev, Aug 2025 - Present · 11 mos, Pune, Maharashtra, India, Lead end-to-end Major Incident Management (MIM) for Zscaler security services, ensuring rapid service restoration and minimal business impact across global clients. Act as the single point of coordination (SPOC) during P1/P2 incidents, managing technical teams, vendors, and stakeholders across multiple time zones. Drive incident bridges, ensure structured troubleshooting, and enforce ITIL Incident Management best practices. Coordinate with Network, Security, Cloud, SOC, and Zscaler Engineering teams to identify root causes and implement corrective actions. Manage and coordinate day-to-day global incidents for Zscaler services, primarily supporting L2.5 / L3 technical teams across regions. Act as the central coordination point for incident triage, prioritization, and assignment, ensuring timely investigation and resolution. Monitor incident queues and service dashboards to identify impact, urgency, and potential escalation risks. Ensure Zscaler Support teams are engaged and actively working on incidents, especially for complex or high-impact cases. Facilitate incident bridges and technical discussions for critical issues, maintaining structure and focus during troubleshooting. Provide clear and timely incident status updates to stakeholders, customers, and internal leadership as required. Track incidents against SLA / OLA commitments and proactively highlight risks or delays. Ensure accurate and complete incident documentation in ITSM tools in line with ITIL processes. Collaborate with Problem and Change Management teams to support root cause identification and long-term fixes. Identify recurring incident patterns and contribute to continuous service improvement initiatives.

Senior Associate Consultant | Incident & Problem Manager at Infosys, Aug 2024 - Aug 2025 · 1 yr 1 mo, India, "Skilled in handling high-priority incidents, performing root cause analysis, and driving permanent fixes to minimize business impact. Proven ability to collaborate with cross-functional teams, ensure SLA adherence, and deliver process improvements aligned with ITIL best practices. Adept at incident reporting, trend analysis, and implementing proactive problem management strategies to enhance service reliability and customer satisfaction." Key Achievements & Responsibilities: Managed the end-to-end incident lifecycle, ensuring SLA compliance and minimal business disruption. Conducted RCA for recurring issues and implemented preventive solutions that reduced repeat incidents. Facilitated Major Incident Management (MIM) calls, coordinating with cross-functional technical teams and stakeholders for rapid resolution. Developed and presented trend analysis reports, RCA documents, and performance dashboards to senior management. Led post-incident reviews (PIRs) and applied key learnings to drive continuous process improvements. Improved incident resolution time by 15% through proactive monitoring and process optimization. Collaborated with application, infrastructure, and network teams to ensure seamless problem resolution Facilitated Major Incident Management (MIM) calls, coordinating with cross-functional technical teams and stakeholders for rapid resolution. Developed and presented trend analysis reports, RCA documents, and performance dashboards to senior management.

Associate Consultant at Infosys, Jul 2023 - Aug 2024 · 1 yr 2 mos, Pune District, Key Achievements & Responsibilities: Acted as a liaison between business stakeholders and technical teams to gather, document, and validate requirements. Translated business needs into functional and technical specifications for IT development and support teams. Analyzed incident trends and business impact to provide insights for problem management and process optimization. Assisted in preparing process flow diagrams, requirement documents, and reports for ITSM operations. Supported the incident and problem management team by analyzing ticket data and identifying recurring issues. Collaborated with project managers and consultants to deliver solutions aligned with ITIL best practices. Prepared status reports, dashboards, and presentations for stakeholders to track progress and highlight risks. Contributed to process documentation and SOP development, ensuring standardization across IT operations. Assisted in implementing automation and tool improvements (ServiceNow, HPSM) to streamline incident workflows.

Associate Business Analyst at Infosys, Aug 2022 - Jul 2023 · 1 yr, Pune District, Key Achievements & Responsibilities: Acted as a liaison between business stakeholders and technical teams to gather, document, and validate requirements. Translated business needs into functional and technical specifications for IT development and support teams. Analyzed incident trends and business impact to provide insights for problem management and process optimization. Assisted in preparing process flow diagrams, requirement documents, and reports for ITSM operations. Supported the incident and problem management team by analyzing ticket data and identifying recurring issues. Collaborated with project managers and consultants to deliver solutions aligned with ITIL best practices. Prepared status reports, dashboards, and presentations for stakeholders to track progress and highlight risks. Contributed to process documentation and SOP development, ensuring standardization across IT operations. Assisted in implementing automation and tool improvements (ServiceNow, HPSM) to streamline incident workflows.

Intern at AskTech (Pvt) Ltd., Jun 2021 - Jul 2021 · 2 mos, Bhopal, Madhya Pradesh, India, Worked as a Financial analyst

Education

Master of Business Administration - MBA, Accounting and Finance, Barkatullah University, Bhopal

Bachelor of Business Administration - BBA, Finance, General, Barkatullah University, Bhopal