Vedha harihara Sudhan

I am an experienced Major Incident Manager with over 6 years in the IT industry, specializing in ITIL-based incident management and cross-functional coordination. My current role as a Senior Analyst/Shift Manager at Microland Ltd has allowed me to lead the resolution of over 100 major incidents annually, achieving a remarkable 20% reduction in Mean Time to Resolve (MTTR). I am committed to minimizing business impact and ensuring service excellence in dynamic IT environments.

Throughout my career, I have driven critical incident resolutions using ITIL frameworks and tools like ServiceNow, maintaining a 99.9% service availability for key platforms. My proactive approach includes facilitating Root Cause Analysis (RCA) and Post-Incident Reviews (PIRs), which have led to a 25% decrease in repeat incidents. I am passionate about continual service improvement and have successfully collaborated with problem management and operations teams to eliminate recurring issues, enhancing overall service delivery.

My technical expertise is complemented by strong leadership and project management skills, as evidenced by my experience at HCL Technologies and Sitel India. I am dedicated to fostering a culture of accountability and transparency, ensuring that stakeholders are informed during high-impact outages. I am eager to leverage my skills and experience to drive service excellence in a challenging new role.