Headline

Major Incident Commander & Problem Manager │ ITIL v4 │ RCA · PIR · VSM │ Stakeholder Engagement | 10+ Yrs in Enterprise ITSM

About

When production goes down and everyone's looking for answers, I'm the person who stays calm and gets the room moving toward resolution. I'm an IT Service Management professional with 10+ years leading Incident Management, Problem Management, and Change Management for global enterprise environments at GE Aerospace and GE Corporate. What that looks like in numbers: 📉 20% reduction in repeat outages through proactive problem management ⏱️ 4-hour MTTR improvement as Incident Commander 📊 98% SLA/OLA adherence across all ITSM processes 🌍 12+ cross-functional teams coordinated per major incident across AMER, APAC & EMEA 📋 Led Process Maturity using Value Stream Mapping with Business Owners and ITSM Leaders 🔁 15% drop in recurring incidents through trend analysis and preventive problem records I work in ITIL v4, live inside ServiceNow, and I've run every part of the ITSM lifecycle — from the 3am P1 bridge to the PIR that leadership actually acts on. I care about permanent fixes over workarounds, governance that drives real outcomes, and teams that solve problems instead of chasing tickets. Currently open to: Senior Incident Manager · Problem Manager · Change Manager · Senior ITSM Leadership 📩 Hiring for ITSM leadership or want to talk shop on cutting MTTR? Send me a message — happy to connect.

Location

Bengaluru

Work experience

Senior Lifecycle Operations Engineer at GE, Nov 2020 - Present · 5 yrs 9 mos, Bengaluru, - Directed enterprise Problem Management using ITIL v4 & ServiceNow — cut repeat outages 20%, sustained 98% SLA/OLA adherence, reduced recurring incidents 15%. - Led Process Maturity programme using Value Stream Mapping with Stakeholders, Business Owners & ITSM Leaders — eliminated waste and standardised governance across teams. - Governed PIRs and PSRs for major incidents using 5 Whys and Fishbone Analysis — presented corrective actions and service improvement roadmaps directly to senior leadership. - Coached and led a team of Change and Problem Management professionals on ITIL best practices, RCA documentation, and governance standards. - Prepared weekly and monthly KPI/SLA/OLA executive reports covering problem trends, RCA progress, and improvement actions.

Lifecycle Operations Engineer at GE, Jan 2020 - Oct 2020 · 10 mos, Bengaluru, - Led global P1/P2 major incidents as Incident Commander — coordinated 12+ cross-functional & vendor teams across AMER, APAC & EMEA, cutting MTTR by 4 hours. - Led SD-WAN monitoring and incident handling using Cisco vManage — tested WAN link performance, performed IOS loading and hardware troubleshooting on network devices. - Managed end-to-end incident lifecycle aligned with ITIL v4, integrating Incident, Problem, Change & CMDB in ServiceNow.

My Tech Associate at GE, Oct 2018 - Jan 2020 · 1 yr 4 mos, Bangalore, - Maintained 98% SLA compliance managing escalated incidents for VP, CTO, CIO & CEO offices — zero missed SLAs on executive-tier tickets. - Installed and configured switches, routers & LAN connectivity; provided on-site coordination for the Wabtec network migration with zero business disruption. - Conducted ticket audits to surface process gaps and feed service improvement initiatives.

Client Field Tech Associate at NTT DATA Services, May 2017 - Oct 2018 · 1 yr 6 mos, Bangalore, - Coordinated field engineer teams to resolve endpoint and network incidents on schedule — protecting service availability SLAs for enterprise clients. - Supported service improvement initiatives that reduced field incident downtime and improved client CSAT scores.

System Engineer L1 at Adecco, Dec 2015 - Apr 2017 · 1 yr 5 mos, GE Global Technology Solutions, - Delivered endpoint and network support — Cisco AP nstallations, Windows patching, hardware/software troubleshooting — maintaining IT asset inventory and supporting compliance reviews.

Education

Bachelor of Engineering (BE), Electronics and Communications Engineering, S T J Institute of Technology, RANEBENNUR

PUC, PCME, St Aloysius Pre University College