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Santosh Kumar

SIAM Manager | Major Incident Manager | Problem Manager | Operation Manager | ITIL V4 | ServiceNow | ITSM | P1/P2 Incident Resolution | MTTR Reduction | Cloud and Infrastructure Operations

Pune District

6+ years of work experience

Cognizant
May 20251 yr 3 mosPresent

Pune City, Maharashtra, India

•Led end to end management of all P1/P2 production incidents for a 24×7 global environment supporting over 80000 users / 3000 applications, ensuring business continuity. •Facilitate major incident bridges involving application, infrastructure, network, and vendor teams, driving rapid decision making and reducing P1 MTTR by 20% over 12 months. •Own executive communication during critical outages, providing real time updates and post incident summaries to client leadership / internal directors. •Coordinate RCA and PIRs with Problem/Change teams, ensuring closure of corrective and preventive actions within agreed timelines and updating the KEDB. •Perform incident trend analysis and contribute to CSI initiatives, resulting in a 15% reduction in recurring incidents in key services.
Cognizant
Apr 20241 yr 1 moApr 2025

Pune District, Maharashtra, India

RENOVISION AUTOMATION SERVICES PVT.LTD
Jul 20221 yr 9 mosMar 2024

Noida, Uttar Pradesh, India

• Managed lifecycle of P1/P2 incidents impacting critical business services, coordinating between support teams, vendors, and clients to achieve >98% SLA adherence. • Led priority bridges and ensured accurate incident notifications, updates, and documentation from detection to closure. • Produced weekly and monthly incident trend reports, escalation decks, and outage summaries for service managers and client stakeholders. • Supported Problem and Change teams by providing incident data for RCA and identifying candidates for problem records. • Tracked device downtime, complete outages, and false alerts, and discussed observations with the RFO team during weekly review calls with the Service Manager.
Concentrix
Feb 20211 yr 6 mosJul 2022

Noida, Uttar Pradesh, India

• Coordinated P1/P2 incidents within [environment type], ensuring timely escalation to appropriate L2/L3 teams. • Maintained up‑to‑date incident documentation, playbooks, and aging reports, improving visibility of open risks. • Drove follow‑ups to ensure incidents were progressed within SLAs and kept stakeholders informed.
Tech Mahindra
Nov 201810 mosAug 2019

Noida, Uttar Pradesh, India

• Delivered first‑level support via phone, email, and remote tools, resolving 25+ tickets per day with 90% FCR (First Call Resolution). • Logged and categorized incidents in CRM, ensuring accurate routing and prioritization. • Password‑related requests, such as resets and account unlocks, were routinely handled and ensured that users verified their identity before making any account‑related changes.

Education

sharda university

Bachelor's of Science, Mathematics

sharda university

20153 yrs2018

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Headline

SIAM Manager | Major Incident Manager | Problem Manager | Operation Manager | ITIL V4 | ServiceNow | ITSM | P1/P2 Incident Resolution | MTTR Reduction | Cloud and Infrastructure Operations

About

6+ Years of experience mastering the chaos of high-priority production outages. I specialize in turning critical system failures into resolved incidents within strict SLAs. My core focus is minimizing downtime and ensuring 24/7 service availability for global enterprise. I thrive in high-pressure environments, acting as the bridge between technical teams and business stakeholders to drive rapid resolution and continuous improvements. Key highlights: Orchestrated resolution for 20–25 high-priority (P1/P2) production incidents each month across cloud and infrastructure environments. Reduced MTTR by 20-25 % by streamlining incident response workflows and implementing proactive problem management. Expert in ITIL V4 frameworks, ServiceNow ITSM, and conducting deep dive root cause analysis (RCA) to prevent recurrence. Proven ability to lead cross-functional bridges and keep stakeholders informed with clear business-focused communications. I am always looking to elevate critical incident management excellence. Let's connect if you need someone who can keep your system stable while the world is burning.

Location

Pune District

Work experience

SIAM Major Incident Manager at Cognizant, May 2025 - Present · 1 yr 3 mos, Pune City, Maharashtra, India, •Led end to end management of all P1/P2 production incidents for a 24×7 global environment supporting over 80000 users / 3000 applications, ensuring business continuity. •Facilitate major incident bridges involving application, infrastructure, network, and vendor teams, driving rapid decision making and reducing P1 MTTR by 20% over 12 months. •Own executive communication during critical outages, providing real time updates and post incident summaries to client leadership / internal directors. •Coordinate RCA and PIRs with Problem/Change teams, ensuring closure of corrective and preventive actions within agreed timelines and updating the KEDB. •Perform incident trend analysis and contribute to CSI initiatives, resulting in a 15% reduction in recurring incidents in key services.

Major Incident Manager at Cognizant, Apr 2024 - Apr 2025 · 1 yr 1 mo, Pune District, Maharashtra, India

Incident Coordinator at RENOVISION AUTOMATION SERVICES PVT.LTD, Jul 2022 - Mar 2024 · 1 yr 9 mos, Noida, Uttar Pradesh, India, • Managed lifecycle of P1/P2 incidents impacting critical business services, coordinating between support teams, vendors, and clients to achieve >98% SLA adherence. • Led priority bridges and ensured accurate incident notifications, updates, and documentation from detection to closure. • Produced weekly and monthly incident trend reports, escalation decks, and outage summaries for service managers and client stakeholders. • Supported Problem and Change teams by providing incident data for RCA and identifying candidates for problem records. • Tracked device downtime, complete outages, and false alerts, and discussed observations with the RFO team during weekly review calls with the Service Manager.

Operation Representative at Concentrix, Feb 2021 - Jul 2022 · 1 yr 6 mos, Noida, Uttar Pradesh, India, • Coordinated P1/P2 incidents within [environment type], ensuring timely escalation to appropriate L2/L3 teams. • Maintained up‑to‑date incident documentation, playbooks, and aging reports, improving visibility of open risks. • Drove follow‑ups to ensure incidents were progressed within SLAs and kept stakeholders informed.

Service Desk Analyst at Tech Mahindra, Nov 2018 - Aug 2019 · 10 mos, Noida, Uttar Pradesh, India, • Delivered first‑level support via phone, email, and remote tools, resolving 25+ tickets per day with 90% FCR (First Call Resolution). • Logged and categorized incidents in CRM, ensuring accurate routing and prioritization. • Password‑related requests, such as resets and account unlocks, were routinely handled and ensured that users verified their identity before making any account‑related changes.

Education

Bachelor's of Science, Mathematics, sharda university