Ajay Singh
@ajaysinghrr
Senior Incident and Service Operations manager specializing in Major Incident Command and resilience.
IndiaWhat I'm looking for
I am a results-driven Incident and Service Operations professional with 9+ years of experience commanding high-severity P1/P2 major incidents across large-scale telecom and enterprise environments. I currently lead critical incident response at Ericsson, coordinating multi-vendor technical teams and driving real-time decision-making to ensure swift service restoration under strict SLAs.
I have a proven track record in escalation management, root cause analysis, post-incident reviews, and driving continuous improvement initiatives to strengthen service stability and operational resilience. I manage emergency and expedited changes during live incidents, balancing speed of restoration with operational risk.
I am open to senior global remote roles in Incident Management, Service Operations, and IT Service Delivery where I can apply my expertise in multi-vendor coordination, SLA/KPI management, and ITIL-aligned processes to reduce incident recurrence and improve service availability.
Experience
Work history, roles, and key accomplishments
Command P1/P2 major incident response across multi-vendor telecom environments, driving real-time escalation, coordination, and decision-making to restore services within SLA targets and reduce recurrence through RCA and corrective actions.
Supported production applications and platforms, participated in incident bridges to diagnose and resolve service degradations, and contributed to proactive monitoring and operational improvements to enhance platform stability.
Senior Associate
Concentrix
Dec 2019 - Nov 2021 (1 year 11 months)
Provided operational and technical support to Amazon sellers (North America) via email, resolving account and listing issues within SLAs while consistently meeting quality and productivity targets.
Team Mentor
Concentrix
Jan 2017 - Dec 2019 (2 years 11 months)
Led and mentored a team of 30+ associates supporting Amazon North America sellers, acted as escalation point for complex issues, and drove performance tracking and process improvements.
IT Manager
Global Hospital Jalandhar
Jun 2016 - Jan 2017 (7 months)
Managed multi-department IT infrastructure, coordinated network/software/hardware operations, advised senior management on IT policies, and led IT asset audits to ensure operational continuity.
Education
Degrees, certifications, and relevant coursework
Punjab Technical University
Bachelor of Technology, Information Technology
2012 - 2016
Completed a Bachelor of Technology in Information Technology at Punjab Technical University from 2012 to 2016.
ITIL Foundation
Certificate, IT Service Management
Obtained the ITIL Foundation Certificate in IT Service Management.
Concentrix
Certificate, Management
Received Management Specialty Mentor Certification from Concentrix.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
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