Chandan Singh
Major Incident Manager
Bangalore,Karnataka
Summary
Experienced Technology Major Incident Manager with over 13 years of expertise in IT service management, incident response, and driving cross-functional teams to ensure fast resolution of critical issues. Skilled in managing high-impact incidents and mitigating business disruptions through strategic coordination and technical expertise. Demonstrated ability to lead root cause analysis, implement process improvements, and collaborate closely with stakeholders to enhance incident management processes and minimize downtime.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
7
7
Certifications
Work History
Lead System Operations Engineer
Wells Fargo EGS (India) Pvt Ltd
Bengaluru
07.2020 - Current
- Manage the Major Incident Management (MIM) process and management of reactive root cause analysis and trend analysis in line with ITIL best practices.
- Led a cross-functional team of 18+ to enhance incident response protocols.
- Designed and implemented a new incident reporting system to streamline communication until Executive level.
- Collaborate with business units and management on the analysis, escalation, and reporting of security incidents.
- Coordinate resolution for global high severity incidents for 1,000+ applications and servers, both in-house and vendor hosted environments, supporting over 100,000 internal and external end-users.
- Conducted root cause analysis for recurring issues, resulting in long-term solutions and improved system stability.
- Trained junior engineers on standard operating procedures, contributing to a knowledgeable and skilled workforce.
- Responsible to review problem trends and planning and driving improvement responsible to identify trends and problem source.
- The liaison between business units and technical teams, ensuring clear communication and minimal disruption to business operations.
- Utilized ITSM tools like ServiceNow to log, track, and manage incidents and service requests, maintaining accurate records for reporting and analysis.
Infra. Technology Specialist • Service Manager / MIM
Cognizant Technology Solutions India Pvt Ltd
Bengaluru
09.2018 - 07.2020
- Lead and coordinate the resolution of high-impact IT incidents, minimizing service disruptions and ensuring business continuity.
- Facilitated inter-departmental collaboration, enhancing service restoration workflows and meeting SLAs.
- Initiated a structured post-incident review process, providing actionable insights into system vulnerabilities and boosting overall system resilience.
- Manage incident escalation procedures, ensuring rapid engagement of the appropriate resources during high-priority incidents.
- Authored comprehensive documentation for incident management procedures, allowing for consistent training of new staff members.
- Supported the client infrastructure and applications (System
Analysis program (SAP), Point of Sale (POS), Back Office Software Solutions (BOSS), SwedaMart, Warehouse Management System (WMS), Transport Management System (TMS) and more). - Hosted and managed ITDRMT (IT Disaster response management) MIs during long outages caused due to natural calamities at various sites globally and ensured full IT recovery post calamity.
Senior Delivery Analyst• Shift Manager / MIM
NTT Data GDS Pvt Ltd
Bengaluru
12.2016 - 08.2018
- Managing Major Incidents ensuring that they are logged, progressed, updated, authorized, expedited, and resolved within the scope of the Service Level Agreement.
- Manage the operational support and oversee remediation activities with designated extended managed services for Cloud Infra Support for 54 clients across America region.
- Lead a team of 20 members (L1, L2, L3) with different competencies such as Unix, Windows, Network and VmWare.
- Promoted a positive work environment through open communication and constructive feedback.
- Tracked receipts, employee hours, and inventory movements.
- Reviewed and recommended changes to IT Leadership Team and support processes to ensure a continuous improvement of the Incident and Problem Management processes.
- Developed and presented to leadership a monthly Problem Management review on activities, metrics and KPIs.
Business Analyst • Major Incident Management
IBM India Pvt Ltd
Bengaluru
07.2011 - 12.2016
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Managed Incidents and Service Requests utilizing IGA Service Desk.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
Education
Bachelor of Engineering - Computer Science
Visvesvaraya Technological University
Bengaluru, India 07.2007 - 06.2011
Skills
Incident management expertise
Incident response
IT service management
Root cause analysis (RCA)
Risk & impact assessment
Crisis management
Cross-functional collaboration
Communication
ITIL framework
Disaster recovery
Quality improvement
Certification
Lean Principles
Accomplishments
- Received Outstanding Contribution award for Service Delivery in 2018 & 2019.
- Received Appreciation from Client, VP & Director for handling SDM, Project, Changes & DR Activity.
- Received Appreciation from IBM CIO for handling Data stage project.
- Received IBM excellence Award for year 2013.
Linguistics
- Hindi
- English
Timeline
MIM Professional
10-2023
AZ Cloud Fundamental
01-2023
Lead System Operations Engineer
Wells Fargo EGS (India) Pvt Ltd
07.2020 - Current
Infra. Technology Specialist • Service Manager / MIM
Cognizant Technology Solutions India Pvt Ltd
09.2018 - 07.2020
ITIL V3 Intermediate Service Operations
06-2018
Senior Delivery Analyst• Shift Manager / MIM
NTT Data GDS Pvt Ltd
12.2016 - 08.2018
Agile SOM
07-2016
ITIL V3 Foundation
06-2016
GDF (Global Delivery Framework)
08-2015
Lean Principles
07-2015
Business Analyst • Major Incident Management
IBM India Pvt Ltd
07.2011 - 12.2016
Bachelor of Engineering - Computer Science
Visvesvaraya Technological University
07.2007 - 06.2011