At HCL Technologies, I served as a first responder and operational anchor for major incidents, establishing incident bridges and coordinating technical teams and vendors. I drove structured stakeholder updates through resolution.
I also led the Software Asset Management transition and governance program, creating SOPs, vendor KPI and quality audit frameworks, and knowledge-transfer processes reused for onboarding incident support staff.
At Iron Mountain, I owned major incident administration at a Global Operations Center from initiation through an acceptable workaround, sustaining 99.9% uptime against agreed severity SLAs. I also authored runbooks and coordinated disaster recovery and business continuity initiatives.
Earlier, at IBM Global Services, I administered Major Incident Management, coordinated change governance, and conducted Root Cause Analysis with engineering teams. My work included maintaining the Known Error Database and preparing Major Incident Review reports and Executive Alerts.
