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Sugan Raj

@suganraj

Lead IT Operations Analyst specializing in major incident management, ITSM, and ITIL-aligned service restoration and stability.

India

Message

What I'm looking for

I’m looking for an IT Operations role where I can lead major incidents, drive ITIL-aligned ITSM improvements, and partner with cross-functional teams to reduce downtime through strong escalation, RCA, KPI reporting, and continual service restoration.

I’m a results-driven IT Operations professional with 7+ years of experience leading Major Incident Management and critical situation response to restore services quickly and protect business continuity. I manage the full lifecycle of P1–P3 major incidents, assess impact and severity, drive effective resolution strategies, and ensure SLA compliance.

I bring hands-on strength in ITIL-aligned Incident, Problem, and Service Level Management, including bridge calls with Service Managers, technical teams, clients, and vendors, plus Post-Incident Reviews (PIRs) and Problem Process Reviews (PPRs) focused on root causes and continual improvement. I monitor KPIs and operational metrics, strengthen ITSM processes, escalations, procedures, and knowledge documentation, and partner across teams to reduce incident backlog and improve service stability.

Experience

Work history, roles, and key accomplishments

Current

Lead IT Operations Analyst

Current

Box Ventures Private Limited

Jul 2023 - Present (2 years 11 months)

Managed Major Incident Management and Critical Situation activities, ensuring rapid service restoration and SLA compliance for P1–P3 incidents. Led incident bridge coordination, performed PIRs/PPRs, tracked KPIs and incident trends, and improved ITSM processes, escalation procedures, and knowledge documentation.

Major Incident Management Incident Management Problem Management ServiceNow Root Cause Analysis KPI’S Stakeholder Management

Application Support Engineer

Operabase - TSMT Consulting Private Limited

Feb 2023 - Jul 2023 (5 months)

Resolved application issues and updated operational procedures to improve reliability and user satisfaction through proactive monitoring and troubleshooting. Coordinated deployments and migrations across multiple environments, maintained change/configuration records, and supported internal teams and clients with consistent technical documentation.

Application Support Monitoring Troubleshooting Deployment Coordination Incident Management Performance Optimization

Major Incident Manager

Foster Technologies

Apr 2019 - Feb 2023 (3 years 10 months)

Managed P1–P5 incidents across infrastructure and application environments by prioritizing tickets, coordinating resolver groups, facilitating bridge calls, and ensuring SLA compliance. Monitored alerts and system health using Datadog, Nagios, and Splunk, and used ServiceNow for end-to-end incident lifecycle management, contributing to RCA discussions to improve restoration processes.

Major Incident Management ServiceNow Incident Management SLA Management Datadog Splunk Nagios

IT Support Executive

Wooplr Technologies Private Limited

Oct 2018 - Apr 2019 (6 months)

Handled P3–P5 incidents across infrastructure and application environments by prioritizing effectively, coordinating with support teams, and communicating status to minimize service disruption. Monitored systems with Datadog, Nagios, and Splunk, managed incident workflows in ServiceNow, and supported triage/bridge activities and RCA discussions while maintaining SLA adherence and ticket quality.

Incident Management ServiceNow SLA Datadog Nagios Splunk Ticket Lifecycle Management