Fara Naseem
Lead Major Incident Manager
Bangalore
Summary
ITIL 4 Certified Service Management Professional with 9+ years of experience managing and optimizing ITIL aligned services across global enterprises. Expert in leading Major Incident resolutions, conducting Post-Incident Reviews (PIRs), and driving continual service improvements. Skilled in Problem and Change Management with hands-on experience in ITSM tools like ServiceNow and Remedy.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Management Lead
NTT Data
08.2020 - 11.2025
- Led global end-to-end management of high-severity (P1/P2) incidents, ensuring rapid service restoration and minimal business disruption through effective coordination across engineering, operations, and vendor teams.
- Served as the primary escalation and decision point for complex, cross-regional incidents, maintaining stakeholder confidence through clear, timely, and transparent communication.
- Led and mentored a cross-functional team responsible for Incident, Problem, and Change Management, ensuring adherence to ITIL best practices, and driving operational excellence across global operations.
- Conducted a post-incident analysis, identifying systemic gaps and implementing corrective actions that reduced repeat incidents by 20%.
- Collaborated with Engineering, Product, and Change teams to lead root cause analysis, evaluate high-risk changes, and drive preventive measures, improving overall service stability.
- Oversaw vendor performance and SLA compliance, strengthening global delivery alignment, and ensuring high service quality standards.
- Streamlined escalation workflows and implemented ITIL best practices, improving incident triage and resolution efficiency by 30%.
- Delivered executive-level reports and service metrics, including incident summaries, trend analyses, and CSI dashboards, driving strategic improvements and informed decision-making.
- Exhibited personal responsibility by consistently meeting deadlines and managing workload effectively.
- Engaged in clear verbal and written communication to facilitate understanding among team members.
- Adapted quickly to new tasks and environments, demonstrating a strong learning capability.
- Worked independently on projects while also collaborating effectively within a team setting.
- Worked well in a team setting, providing support and guidance.
McAfee Software India Pvt. Ltd
- Managed the complete incident lifecycle across diverse domains including Cloud, Network, and Security, driving customer satisfaction through timely resolution and effective communication.
- Ensured adherence to SLAs and implemented best practices to improve service delivery metrics.
- Conducted analyses to identify trends and areas for service improvement, resulting in enhanced incident handling capability.
IBM (Project: Thomson Reuters)
- Supported a major client environment, handling incident escalations and user-impact issues to maintain service continuity.
Tesco
- Handling day to day technical queries like password resets and other administrative actions.
- Performing Troubleshooting for the issue related to VPN, Browser issues, Application issue etc.
- Resolving the issues related to quality check of the assigned project.
JPMorgan Chase & Co.
- Managed client accounts and supported growth strategies through comprehensive market analysis, contributing to client retention and satisfaction.
Major Incident Manager
NTT Ltd
08.2020 - 11.2025
- Chaired bridge calls for P1/P2 incidents, effectively coordinating with vendors and support teams to resolve critical outages efficiently.
- Developed and maintained Power BI dashboards to track incident trends and SLA performance, improving data transparency, and reducing manual reporting effort by 25%.
- Executed strategic initiatives to enhance communication workflows during incidents, leading to faster problem resolution, and heightened operational awareness.
- Supported global clients spanning finance, healthcare, manufacturing, and telecom sectors, ensuring rapid service restoration, and seamless coordination across diverse technical landscapes.
- Provided immediate emergency response and incident management.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
Education
Bachelors in Business Administration (BBA) -
Indira Gandhi College
New DelhiSkills
- Industry Knowledge & Domain Expertise: ITIL, ITSM, Incident / Change / Problem Management
- Leadership & Management: Team Leadership, Cross-functional Leadership
- Analytical & Strategic Skills: Problem Solving, Power BI, Excel
- Communication & Interpersonal Skills: Team Collaboration, Vendor Coordination
- Problem Solving, Team Leadership, Cross-team Collaboration, Cross-functional Team Leadership, Team Lead
Accomplishments
- Actively participated in the project “The Button” - a ticketing tool.
- ITIL V4 certified
- Client onboarding
- Handled Training and development
- Managed and kept the knowledge base updated.
Certification
ITIL 4 Foundation
Automation and Training
- Prepared training plans for new joiners along with assessments and knowledge checks.
- Monthly assessments for the team members and regular feedback.
- Worked with the developer in the enhancement of the tool to make it easier for the team members.
Timeline
Service Management Lead
NTT Data
08.2020 - 11.2025
Major Incident Manager
NTT Ltd
08.2020 - 11.2025
McAfee Software India Pvt. Ltd
IBM (Project: Thomson Reuters)
Tesco
JPMorgan Chase & Co.
Bachelors in Business Administration (BBA) -
Indira Gandhi College