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Sangram Sagar

@sangramsagar

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IT Service Management professional with expertise in Incident Management & Change Management.

India

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What I'm looking for

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

An ITSM professional with 6+ years of work experience in Major Incident Management and Change Management, I've consistently championed service stability and earned multiple performance awards. My expertise lies in commanding high-severity bridges, guiding risk-based change decisions, and embedding continuous improvement across global teams. A five-year immersion in the rigorous Indian Foreign Service (UPSC) exam preparation honed my strategic analysis and resilience; I consistently cleared four Prelims and wrote Mains, ranking in the top 1% of aspirants each time. This experience sharpened my decisive performance in high-stakes scenarios. Leveraging this unique foundation, I proactively re-skilled in IT, acquiring ITIL V4 (modern Service Value System, agile/lean alignment) and AWS Cloud Practitioner (cloud scalability, resilience, cost, & security stewardship) certifications. I'm now keen to apply this enhanced blend of IT acumen and strategic resilience to new enterprise IT challenges

Experience

Work history, roles, and key accomplishments

Major Incident Manager- GCC DCO

Cognizant

Aug 2017 - Present (8 years)

Led rapid triage for over 150 P1/P2 incidents annually, coordinating up to 8 cross-functional resolver teams. Restored critical services within stringent SLAs, minimizing business disruption.

ServiceNow

Change Manager-BFS QA

Cognizant

Nov 2012 - Present (12 years 9 months)

Managed over 300 Normal and 40 Emergency RFCs annually, applying rigorous risk and impact research. Chaired weekly Change Advisory Board (CAB) meetings with 15 stakeholders, enhancing efficiency by 25%.

CAB Leadership Process Optimization IBM Clearquest IBM ClearQuest

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.

Dr.Babasaheb Ambedkar Technological University

B.Tech (Electronics & Telecommunication), Electronics & Telecommunication

2008 - 2012

Grade: First Class

Completed a Bachelor of Technology in Electronics & Telecommunication, achieving First Class honors. This foundational education provided a strong understanding of technical principles.