At Clinisys India, I managed critical production incidents across global healthcare applications and coordinated application, infrastructure, database, and development teams to restore services. I reduced MTTR by 30% through problem management, trend analysis, and permanent corrective actions, while maintaining 98% SLA compliance.
At HCL Technologies, I led P1/P2 incident management as Incident Commander, coordinated resolver groups and vendors, and delivered executive communications. I also produced RCA reports and helped reduce the incident backlog by 15%; at Cognizant, I developed ServiceNow dashboards for SLA compliance, MTTR, and incident trends.
