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Sangram Sagar

@sangramsagar

ITSM Lead | Major Incident ,Change & Problem Management | ITILv3, v4 & AWS Cloud Certified | Certified Scrum Master | AI Prompt Engineering Enthusiast

India

Message

What I'm looking for

I am seeking a role that fosters continuous improvement and values strategic problem-solving in IT service management.

I bring over 6+ years of specialized IT Service Management experience in demanding global 24x7 environments, with a core focus on Major Incident Management, Problem Management and Change Governance. My strengths are in restoring critical services during high-severity outages, mitigating complex change-related risks, and implementing Continuous Service Improvement practices, backed by ITIL 4 and AWS Cloud Practitioner certifications.

To further modernize my approach, I have recently added a Scrum Master certification to my qualifications. This newly acquired expertise allows me to amplify my established ITSM discipline with a proven Agile mindset, enabling more collaborative and adaptive team dynamics in fast-paced settings.

This unique blend of rigorous ITSM experience and fresh Agile knowledge is powered by a strong analytical foundation, demonstrated by four consecutive top 1% ranks among ~1 million UPSC Prelims candidates and advancing to Mains stage each time.

I am eager to apply this combined discipline to drive operational excellence and resilience in today's cloud-driven environments.

Experience

Work history, roles, and key accomplishments

Major Incident Manager

Cognizant

Jan 2017 - Jan 2019 (2 years)

Directed rapid assessment and coordination of ~150 high-severity P1/P2 incidents annually, maintaining sub-30-minute resolutions for critical outages and reducing major incidents by 10% year-over-year through analytics-driven interventions.

SLA Management Post Incident Review ServiceNow Cross Functional Team Leadership

Change Manager

Cognizant

Nov 2012 - Jan 2017 (4 years 2 months)

Governed a portfolio of ~290 changes annually (standard, normal, emergency), improved CAB efficiency by 25%, raised change success rate from 92% to 98%, and reduced repeat failures by 30% via PIRs and centralized policy enforcement.

Change Management CAB Facilitation Risk Assessment Policy Development Audit & Compliance Stakeholder Management

Education

Degrees, certifications, and relevant coursework

UPSC

UPSC Examination, Civil Services

2020 - 2025

Activities and societies: -Cleared UPSC Prelims 4 times, ranked in top 1% of ~1 Million candidates annually. -Advanced to Mains in all 4 attempts, showcasing rapid analytical thinking in high-stress scenarios. -Developed decision-making, and communication skills- Intellectual assets for new IT leadership roles. -Strengthened discipline,resilience, and rapid learning.

Pursued entry into the elite Indian Foreign Service (IFS) through the UPSC Examination, clearing prelims 4 times and advancing to Mains in all attempts. This experience honed rapid analytical thinking, decision-making, and communication skills.