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Thanga Srinivasan

@thangasrinivasan

Major Incident Manager at LogicValley Technologies who restores P1/P2 services in 2–3 hours while maintaining 97% SLA compliance.

India

Message

At LogicValley Technologies Pvt Ltd, I manage the end-to-end lifecycle of approximately 20 P1/P2 incidents per month, maintaining a typical MTTR of 2–3 hours and 97% SLA compliance. I lead incident bridges and coordinate resolver teams, vendors, and business stakeholders through service restoration.

I also lead a 28-member team across four support teams and two Business Units, and established Problem Management practices at LogicValley Technologies Pvt Ltd. Earlier, at Cognizant Technology Solutions, I managed critical incidents across global IT environments and supported change activities, including vulnerability remediation.

Experience

Work history, roles, and key accomplishments

Current

Major Incident Manager

Current

LogicValley Technologies Pvt Ltd

Feb 2025 - Present (1 year 9 months)

Owns the end-to-end Major Incident Management lifecycle for P1/P2 incidents, managing approximately 20 major incidents per month with a typical MTTR of 2-3 hours and 97% SLA compliance. Leads a 28-member team across 4 cross-functional support teams and 2 Business Units.

Major Incident Management ITIL ServiceNow Jira SLA Management Root Cause Analysis Post Incident Review Corrective And Preventive Actions Team Leadership Stakeholder Management 24x7 Operations

Senior Systems Engineer | Major Incident Management

Cognizant Technology Solutions

Mar 2022 - Feb 2025 (2 years 11 months)

Managed critical incidents across global IT environments, coordinating technical teams to restore services within SLA commitments. Led major incident bridges and drove proactive incident management through continuous monitoring and service health checks.

Major Incident Management ITIL Incident Management Root Cause Analysis Corrective And Preventive Actions Change Management Stakeholder Management ServiceNow

Senior Associate | Technical Support Engineer

Exterro R&D Pvt Ltd

Mar 2021 - Mar 2022 (1 year)

Diagnosed and resolved complex technical issues in line with SLA and service delivery commitments. Acted as Subject Matter Expert for escalated customer and technical issues, supporting escalation management and cross-functional investigation.

Technical Support SLA Management Root Cause Analysis Escalation Management Knowledge Management

Programmer Analyst | L1.5 Support and Incident Management

Cognizant Technology Solutions

Dec 2017 - Feb 2021 (3 years 2 months)

Handled high-severity incidents and major service outages, supporting triage, troubleshooting and service restoration. Managed Requests for Change and participated in Change Advisory Board meetings, supporting Office 365, Exchange and virtualized environments.

Incident Management Change Management Office 365 Exchange Virtualization ITIL Troubleshooting