Headline

Tech Lead | Major Incident Management | P1/P2 Incident Handling | Production Support | ITIL | ServiceNow

About

With 4.3 years of hands-on experience in IT Operations and Major Incident Management, I specialize in keeping enterprise systems running — even when things go wrong. At Cognizant, I lead end-to-end incident management for a global Life Sciences IT infrastructure. My day-to-day involves owning P1/P2 critical incidents, driving technical bridge calls with 30+ engineers across cloud, network, and software teams, and making sure services are restored with minimal business impact. I don’t just manage incidents — I work to eliminate them through structured Root Cause Analysis and Problem Management. What I bring beyond the technical: the ability to stay calm under pressure, communicate clearly with both domain experts and senior leadership, and translate complex operational data into decisions that actually move the needle. I’m ITIL4 Foundation certified and well-versed in ServiceNow, ManageEngine, and SLA governance frameworks — but what I’m most proud of is the operational reliability I’ve helped build for the teams that depend on these systems daily. If you’re looking for someone who takes ownership seriously and thrives in high-stakes IT environments — let’s connect.

Location

Pune District

Work experience

Associate at Cognizant, Oct 2025 - Present · 9 mos, Pune, Maharashtra, India

Program Analyst at Cognizant, Feb 2022 - Present · 4 yrs 5 mos, Hybrid, - Utilized data retrieval techniques to support crucial decision-making processes. - Collected, cleaned, and analyzed diverse data sets to solve problems and address key questions. - Proficient in Structured Query Language (SQL) and Microsoft Excel for efficient data processing. - Expertise in data visualization techniques to present findings and insights effectively. - Implemented performance monitoring and quality control plans to identify areas for improvement.

Executive at Hexaware Technologies, Feb 2021 - Sep 2021 · 8 mos, Nagpur, Maharashtra, India, Conducted comprehensive background checks on present and former employees as well as students for a US-based third-party background verification company. Ensured accuracy and timely delivery of results to clients. Collaborated with team members to streamline processes and improve efficiency. Implemented quality control measures resulting in enhanced client satisfaction. Continuously demonstrated attention to detail and adherence to industry standards.

Education

Bachelor of Engineering - BE, Electronics and Telecommunication, Rajiv Gandhi College of Engineering and Research