sourav bardhan
@souravbardhan
Senior incident-communications leader improving SLA, TTR, and CSAT through scalable cloud operations and clear governance.
IndiaWhat I'm looking for
I’m a Senior manager with 23+ years of global experience in cloud infrastructure, incident management, and technical operations. At Oracle Cloud Infrastructure (OCI), I direct 24/7 global incident communications operations across APAC, EMEA, and US time zones, keeping SLA and IRD compliance consistent across shifts.
My work is measurable: I built and scaled 24/7 global incident communications functions at Oracle—cutting Sev1 notify time from 57 minutes to 9 minutes, improving average TTR by 35%, and strengthening SLA compliance. I’m equally comfortable presenting dashboards to VP-level leadership and partnering with engineers to rewrite runbooks and operational playbooks for major incident execution.
I also drive outcomes through structured stakeholder communication loops, OKR-based performance reviews, and process automation that reduces repeat incidents and executive escalations. Earlier roles strengthened my foundation—building real-time dashboards, leading APAC major incident teams, and managing global escalation queues for SuccessFactors cloud products with improved first-contact resolution and reduced queue aging.
Experience
Work history, roles, and key accomplishments
Directs 24/7 global incident communications across APAC, EMEA, and US time zones while maintaining SLA and IRD compliance. Improved average TTR by 35% and reduced Sev1 time-to-notify from 57 minutes to 9 minutes by redesigning the notification escalation workflow.
Managed APAC major incident teams, maintaining SLA and Initial Response Due (IRD) compliance across hundreds of customer-facing events monthly. Built real-time global dashboards adopted across APAC, EMEA, and US, and led RCA and change-management programs to reduce repeat incident rates.
Customer Success Manager
Raven 360 (Solve IT)
Oct 2020 - Nov 2020 (1 month)
Accelerated onboarding-to-adoption timelines for enterprise clients by redesigning the post-implementation handoff process. Established structured weekly success checkpoints to improve customer outcomes after go-live.
Project Manager / Release Manager
Merck Group
Jan 2019 - Jul 2020 (1 year 6 months)
Delivered global SAP ERP validation projects on time and within scope by managing cross-functional stakeholder expectations across business units. Built Power BI dashboards for project tracking, reducing reporting preparation time by 60%.
Managed global escalation queues for SuccessFactors cloud products, maintaining SLA and CSAT compliance across a high-volume, multi-region support operation. Standardized SLA/IRD/TTR dashboards across three regions and improved first-contact resolution while reducing queue aging by 30%.
Managed P0/P1 incident command across EMEA, directing resource allocation and coordinating cross-functional response teams to minimize customer impact. Ensured prioritized escalation and incident control during high-severity outages.
Maintained 99%+ SLA compliance on global outage communications to financial services clients. Built a templated, tiered notification framework that reduced incident drafting time by 40%.
Investigated electronic fraud cases and implemented risk mitigation procedures to reduce financial losses for global clients. Supported fraud prevention operations through case handling and process adherence.
Education
Degrees, certifications, and relevant coursework
IHMCTAN
Diploma in Hospitality Management, Hospitality Management
Earned a Diploma in Hospitality Management from IHMCTAN in Kolkata.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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