HARSH SHUKLA
Principal Incident Commander
Bengaluru,KA
Summary
Principal Incident Commander with 10+ years of IT experience leading critical incident response and driving rapid resolution of complex, high-impact issues. Skilled in global stakeholder coordination, root cause analysis, and process improvement to minimize downtime and strengthen operational resilience.
Overview
4
4
Certifications
10
10
years of professional experience
Work History
Principal Incident Commander
Pega
09.2025 - Current
- Managed global Pega product incidents across on-prem, client cloud, and Pega Cloud environments, addressing infrastructure issues to support Pega Cloud clients.
- Led multi-client incident bridges across APAC, EMEA, and NA regions, ensuring effective global coordination during critical outages.
- Managed global Pega product incidents across On-Prem, Client Cloud, and Pega Cloud environments, including infrastructure issues for Pega Cloud clients.
- Monitored Pega Predictive Diagnostic Cloud (PDC) to identify production risks, assess system health, and ensure stability, throughput, and responsiveness.
- Monitored Pega Predictive Diagnostic Cloud (PDC) to identify production risks, assess system health, and track stability, throughput, and responsiveness.
Lead IT Service Operation Specialist
Ultimate Kronos Group
10.2020 - 09.2025
- Led major incident response and service restoration, minimizing downtime and business impact.
- Coordinated cross-functional incident triage, root cause analysis, and prevention of recurring issues, strengthening operational resilience.
- Streamlined ServiceNow workflows, tagging, and SLA reporting, resulting in faster resolution times and enhanced data accuracy.
- Monitored application, infrastructure, and web performance using Datadog and Catchpoint for proactive issue detection.
- Improved stakeholder communication, escalation management, and on-call effectiveness through PagerDuty coordination, ensuring timely incident response.
Cloud System Consultant
Ultimate Kronos Group
01.2016 - 09.2020
- Provided L2/L3 production support for Workforce Central, enhancing incident response across frontend and backend systems and reducing MTTR.
- Provided L2/L3 production support for Workforce Central, driving rapid incident response across frontend and backend systems and improving MTTR.
- Managed incident triage and prioritization while communicating with stakeholders through Salesforce, streamlining resolution and ensuring SLA adherence.
- Conducted proactive system health checks and preventive maintenance to identify risks early and reduce service-impacting incidents.
- Resolved application and infrastructure issues across Windows and JBoss environments, restoring services promptly and increasing platform uptime.
Education
MCA - Computer Applications
Amity University
Lucknow06-2016
Skills
Incident management
Crisis management
Change management
ServiceNow
Monitoring Tools
AI Communication Tools
Certification
ITIL v3 Intermediate
Timeline
Principal Incident Commander
Pega
09.2025 - Current
Lead IT Service Operation Specialist
Ultimate Kronos Group
10.2020 - 09.2025
Cloud System Consultant
Ultimate Kronos Group
01.2016 - 09.2020
MCA - Computer Applications
Amity University