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Lazar Banoth

@lazarbanoth

Senior Incident Manager at LTIMindtree on Microsoft infrastructure, leading P0/P1/P2 incident response and a 12-person team.

India

Message

At LTIMindtree, I managed P0, P1, and P2 incidents for Microsoft’s enterprise cloud and IT infrastructure program, serving as the Single Point of Contact and coordinating response across technical teams. I led incident bridges and executive updates, then facilitated root cause analysis and post-incident reviews to identify preventive actions.

I also led and coached a team of 12 Incident Management specialists, maintained runbooks and response procedures, and monitored SLA/SLO adherence and incident KPIs. I used ServiceNow to document incidents and support ITSM governance.

Earlier, at TechMahindra, I supported incident triage for the Verizon program and built incident and service performance dashboards in Tableau and Power BI. My experience also includes real-time operations, workforce management, and payroll process automation.

Experience

Work history, roles, and key accomplishments

Senior Incident Manager

LTIMindtree

Jun 2024 - Mar 2026 (1 year 9 months)

Manage end-to-end lifecycle of P0, P1, and P2 major incidents as Single Point of Contact (SPOC), coordinating rapid response across technical teams to minimize MTTR. Lead war room bridges, deliver executive communications, and conduct RCAs and PIRs.

Incident Management Major Incident Management ITIL V3 Or V4 Foundation Root Cause Analysis Post Incident Review ServiceNow War Rooms SLA Management Escalation Management Stakeholder Management

Incident Manager – Operations

Concentrix

Mar 2024 - Jun 2024 (3 months)

Served as Incident Management escalation point in a 24/7 GCC environment, coordinating real-time incident communications and updates to senior leadership and clients. Led and coached a team of 8 WFM Supervisors, overseeing intraday management and workforce operations.

Incident Management Escalation Management Workforce Management Real time Monitoring Forecasting Scheduling Team Leadership Continuous Improvement

Incident Coordinator – Real-Time Operations

Intouch CX

Sep 2022 - Mar 2024 (1 year 6 months)

Monitored live operational dashboards and system health indicators in real time, detecting service degradation and triggering incident escalation procedures. Acted as first-line incident coordinator, logging incidents, assessing severity, and initiating bridge calls.

Incident Management Real time Monitoring Incident Coordination Root Cause Analysis SLA Management Stakeholder Communication Tableau Power BI

Incident Analyst

TechMahindra

Oct 2019 - Aug 2022 (2 years 10 months)

Supported incident detection and triage for the Verizon program, monitoring real-time operational data to identify service anomalies and initiate timely escalation through ServiceNow. Coordinated with technical teams during P2/P3 incidents and built dashboards in Tableau and Power BI.

Incident Management ServiceNow Tableau Power BI Root Cause Analysis SLA Management Stakeholder Communication

HR & Payroll Consultant

T&M Service Consulting

Feb 2018 - May 2019 (1 year 3 months)

Processed bi-weekly payroll for 500+ employees ensuring accuracy, regulatory compliance, and timely tax filings. Implemented payroll automation solutions reducing processing errors by 15% and saving 10+ hours per pay period.

Payroll Processing Benefits Administration HR Operations Automation Compliance

Customer Support Executive

24.7 AI

May 2016 - Dec 2017 (1 year 7 months)

Handled simultaneous multichannel customer queries (chat), resolving technical issues, billing inquiries, and product sales while maintaining high CSAT scores.

Customer Support Multichannel Communication Problem Solving CSAT