Open to opportunities

Marshal Joseph

@marshaljoseph

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Incident Manager delivering SLA-compliant service restoration across complex, multi-vendor IT environments.

Canada

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What I'm looking for

I’m looking for a role where I can run end-to-end major incident bridges, drive RCA/PIR, and improve service performance with ITIL discipline—partnering with engineering and executives to restore customer impact fast and transparently.

I’m an Incident Manager with 12+ years of experience specializing in end-to-end incident management, operational excellence, and customer-centric service restoration. I lead major incident bridges, drive RCA and PIR processes, and ensure adherence to email SLAs in complex, multi-vendor environments—always with clear, executive-level communication and calm leadership under pressure.

In my current role, I efficiently manage 150+ quarterly Severity 1 incidents for premium Citrix accounts globally, streamlining Technical Support and Engineering operations to maintain SLA compliance and minimize business disruption. I own remediation coordination, resolve 20+ escalations with C-level visibility, and partner across Engineering, Customer Success, and Account teams to de-escalate high-priority cases and move critical accounts out of at-risk programs. I also train and mentor 10+ Critical Situation Managers on Citrix product functionality to strengthen diagnosis and incident outcomes.

Earlier, I supported enterprise customers through high-severity P1 and P2 incidents and outages, conducted RCAs for escalations, and implemented weekly process updates based on performance improvement plans. I’ve also led cross-functional teams and managed IT operations and security operations support, including coordinating IT service delivery and independently managing outages that could affect customers and the business—reinforcing my commitment to trust, measurable improvements, and stakeholder-aligned resolution.

Experience

Work history, roles, and key accomplishments

Support Services Manager

Cloud Software Group

Apr 2021 - Mar 2026 (4 years 11 months)

Managed 150+ quarterly Severity 1 incidents for premium Citrix accounts globally, streamlining support to ensure SLA compliance and minimal business disruption. Served as primary escalation point for 20+ C-level visible incidents, and trained 10+ Critical Situation Managers to improve diagnosis and incident response.

Major Incident Management RCA And PIR SLA Management Severity 1 Incident Triage Citrix Virtual Apps And Desktops ServiceNow Executive Communication Stakeholder Management Conflict Resolution

HTOM and Asset Manager

Cisco Systems Pvt Ltd

Oct 2019 - Feb 2021 (1 year 4 months)

Managed Cisco inventory and business continuity for customer-supplied devices across 6 global accounts. Coordinated with sales and clients to maintain contracts and handle EOL/EOS device renewals while stabilizing account operations and inventory.

IT Asset Management Inventory Management Business Continuity Contract Management Customer Account Support Process Optimization

Deputy Manager

Vodafone Global Services Pvt Ltd

May 2017 - Apr 2019 (1 year 11 months)

Led resolution for high-severity P1/P2 incidents and outages, including work on long-pending issues. Conducted RCAs and coordinated weekly incident/change planning calls with customers, delivering workarounds or permanent resolutions and performance improvement updates.

Incident Management P1 P2 Outage Handling IT Operations Stakeholder Management Change Plan

Senior Specialist Team Lead

Ernst & Young

Apr 2016 - Feb 2017 (10 months)

Oversaw cross-functional teams supporting client tax filings (CRM) and website technical issues, driving prompt response and resolution. Managed 10–15 escalations daily, led outage handling, and delivered RCAs with functional testing outcomes and detailed observations.

Team Leadership Functional Testing Cross functional Coordination IT Operations Outage Management

IT Operations Associate

Accenture India Pvt Ltd

Dec 2014 - Feb 2016 (1 year 2 months)

Supported encrypted-device operations as part of the Accenture Security Operations (ASOC) team. Provided AT&T and Verizon telecommunications support and wireless management assistance for Accenture clients.

Security Operations Telecommunications Support Troubleshooting AT&T Support Verizon Support IT Operations

Technical Solution Rep

Hewlett Packard Pvt Ltd

Feb 2013 - Nov 2014 (1 year 9 months)

Delivered dedicated IT support to executive and senior leadership for client organizations (Maersk and Conway). Coordinated IT support across multiple locations (US, UK, Germany, Australia) as an IT support coordinator.

Executive Support Technical Troubleshooting IT Support Cross Location Support client support Operational Support