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Appu User

@appuuser

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Senior Major Incident Manager with 8+ years ensuring rapid incident resolution and operational stability.

India

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What I'm looking for

I seek a role where I lead critical incident response, drive cross-team collaboration, and improve service availability within SLA, with growth in operational leadership.

I am a Senior Major Incident Manager with over eight years of IT operations experience, currently focused on critical incident handling and business continuity.

I joined DXC in January 2022 and have led major incident response across large, multi-technology environments—coordinating UNIX, Wintel, Solaris, Mainframe, and Oracle DB teams to restore services within SLA.

Previously I worked as a System Engineer and Senior Service Desk Analyst, driving project coordination, root cause analysis, RCA reporting, and preventive measures to reduce recurrence.

I am ITIL certified (July 2021), trained in Azure, AWS fundamentals, SC-200, and project management; I deliver clear stakeholder communication, decisive leadership, and measurable improvements in service availability.

Experience

Work history, roles, and key accomplishments

Current

Major Incident Manager

Current

DXC Technology

Jan 2022 - Present (3 years 10 months)

Serve as Major/Critical Incident Manager, restoring SLAs for Severity 1/2 incidents by coordinating cross-functional teams (UNIX, Wintel, Solaris, Mainframe, Oracle) and driving rapid resolution while communicating timely updates to stakeholders and management.

Incident Management ITIL Stakeholder Management Escalation Management RCA Post Incident Reporting Cross Functional Communication SLA Management

Major Incident Manager

HPIM

Jan 2023 - Dec 2023 (11 months)

Managed major incidents end-to-end, ensured timely escalations per E&N matrix, coordinated notifications and communications, and drove resolution within SLA while liaising with technical groups and delivery executives.

Incident Validation SLA

Major Incident Manager

SAP

Jan 2022 - Jan 2023 (1 year)

Owned Severity 1/2 incidents, implemented rapid recovery procedures to improve availability, managed escalation matrices and served as customer focal point for high-priority incident communications.

Severity 1 2 Management Escalation Management Incident Management Availability

System Engineer

CGI

Dec 2019 - Jan 2022 (2 years 1 month)

Coordinated migration projects and acted as central point of contact between cybersecurity, vendors and stakeholders; managed P1/P2 incidents, authored RCA inputs, and led Incident Management Boards to resolve critical production issues.

Project Coordination Incident Management Migration Planning Stakeholder Management IMB Facilitation

Senior Service Desk Analyst

Tata Consultancy Services

Feb 2018 - Sep 2019 (1 year 7 months)

Managed incident, problem and change governance for payroll services, handled major incidents/global outages, troubleshot authentication/group policy issues, and recommended process improvements to reduce resolution time.

Service Desk Major Incident Process Process Improvement

Process Executive

Infosys

Jan 2017 - Feb 2018 (1 year 1 month)

Provided L1/L2 support for British Telecom clients, diagnosed network and broadband issues, resolved PSTN/Wi‑Fi faults, and managed customer complaints through to resolution to ensure satisfaction.

PSTN Broadband Testing Customer Support Process Adherence Technical Support