Open to opportunities

Abhinav Pradhan

@abhinavpradhan

Message

Major Incident Manager driving faster restorations and improved ITSM processes.

India

Message

What I'm looking for

I seek roles where I can lead major incident response, improve ITSM processes, collaborate cross-functionally, and drive measurable reductions in downtime.

I am a Major Incident Management professional with 5+ years in IT Infrastructure Services, focused on reducing downtime and improving incident outcomes.

I coordinate cross-functional teams, manage stakeholder communications, and lead incident bridges to ensure timely, transparent resolution of P1/P2 incidents.

I have driven measurable improvements — including integrating Shoreline.io to cut Mean Time to Restore Services by 30% and reducing on-call burden by 25% — and I build repeatable ITSM practices across Change, Problem, and Incident Management.

I am skilled in executive reporting, post-incident reviews, and continuous improvement, and I seek roles where I can strengthen operational resilience and service reliability.

Experience

Work history, roles, and key accomplishments

Current

Major Incident Manager

Current

Tata Consultancy Services

May 2021 - Present (4 years 8 months)

Led major incident management and cross-functional incident response, reducing Mean Time to Restore by 30% via automation and cutting on-call burden by 25%; ensured SLA compliance and delivered executive incident reports and post-incident reviews.

Incident Management Incident Response ITIL ServiceNow Stakeholder Management SLA Management Root Cause Analysis

Incident Management Analyst

Teleperformance Global

Nov 2020 - Apr 2021 (5 months)

Managed incident documentation, escalations and customer communications, introduced automation and tracking to improve visibility and response times, and trained new hires to maintain quality and SLA adherence.