Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jegannath N

Manager – Incident Response & Engineering Operations
Bangalore

Summary

Global Incident Response & Operations Leader with 13+ years of experience driving service reliability, incident management, and cross-functional engineering operations across fintech and technology sectors. Proven record of leading major incidents, orchestrating rapid recovery, and elevating user experience in high-growth, high-availability environments. Skilled in building high-performing teams, strengthening tooling and processes, and fostering a culture of operational excellence.

Overview

13
13
years of professional experience
5
5
Certifications
5
5
Languages

Work History

Manager – Incident Response & Engineering Operations

Fidelity National Financial
04.2021 - Current
  • Led global incident response for critical production systems, reducing mean time to resolution (MTTR) by 30%.
  • Managed and coached a team of engineers and incident managers, driving continuous development and three promotions.
  • Implemented robust incident detection, escalation, and communication protocols, improving user experience during service disruptions.
  • Partnered with engineering and operations to remediate recurring incidents through post-incident reviews and RCA.
  • Drove automation of runbooks and tooling, cutting manual intervention by 40% and enhancing system reliability.
  • Ensured executive and customer communications during outages, reinforcing transparency and trust.
  • Collaborated with AMER/EMEA counterparts to enable 24/7 global coverage for incident management.
  • Influenced reliability engineering roadmap through data-driven insights using Splunk and monitoring platforms.

Major Incident Manager – Systems Operations

Wells Fargo
07.2020 - 04.2021
  • Coordinated resolution of high-severity incidents across infrastructure and application services.
  • Facilitated cross-functional war rooms and ensured rapid service restoration under strict SLAs.
  • Designed operational runbooks, diagrams, and escalation playbooks to streamline incident response.
  • Conducted root cause analysis and implemented process improvements, reducing repeat incidents by 15%.
  • Championed user-first communication strategies, keeping stakeholders and leadership updated during outages.
  • Leveraged Splunk, ServiceNow, and observability tools to monitor systems and detect anomalies early.
  • Delivered post-incident reports with actionable remediation items, strengthening overall resilience.
  • Partnered with compliance teams to meet regulatory requirements for incident documentation and reporting.

Senior Consultant – Project Delivery

Capgemini
04.2019 - 06.2020
  • Led release readiness reviews, ensuring stable and compliant deployments.
  • Partnered with stakeholders to define requirements and align on technical solutions.
  • Managed UAT, deployment cycles, and business continuity testing for critical systems.
  • Championed process automation, improving delivery efficiency by 20%.
  • Conducted risk assessments and escalation management during high-visibility programs.
  • Created various dashboards using Splunk and conducted training sessions for different teams.
  • Partnered with cross-functional teams to establish best practices in observability, turning monitoring data into actionable insights.
  • Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.

Application Development Senior Analyst

Accenture
09.2017 - 01.2019
  • Modernized applications to improve reliability and cut downtime by 35%.
  • Designed and implemented scalable architectures aligned with client business needs.
  • Partnered with QA teams to optimize testing cycles, reducing delivery time by 15%.
  • Coordinated globally distributed teams to align on dependencies and delivery milestones.
  • Developed Splunk dashboards for proactive incident detection and anomaly monitoring.
  • Automated Splunk alerts and reports to strengthen operational visibility.
  • Guided teams in root cause analysis using Splunk data, reducing incident recurrence.

Senior Software Engineer

Wipro Technologies
10.2012 - 09.2017
  • Delivered end-to-end enterprise application projects from requirements to production.
  • Designed system diagrams, integrations, and workflows for large-scale systems.
  • Mentored junior engineers, building team technical depth and resilience.
  • Defined scope and requirements with stakeholders, reducing scope creep.
  • Supported CI/CD initiatives to improve deployment stability and frequency.
  • Integrated Splunk monitoring into enterprise workflows to improve observability.
  • Built Splunk reports for service performance, reducing detection time of critical issues.
  • Partnered with operations teams to use Splunk insights for reliability improvements.

Education

M.Tech - Software Engineering

Birla Institute of Technology And Science
Pilani
01.2017

BCA - Computer Applications

Sri Sankara Arts And Science College
Kanchipuram
01.2012

Skills

  • Incident Response

  • Major Incident Management

  • Root Cause Analysis

  • Agile Delivery

  • ServiceNow

  • Splunk

  • Azure

  • Microsoft Excel

  • Gitlab

  • XSIAM

  • Leadership

Certification

Microsoft Certified: Azure Fundamentals

Timeline

Manager – Incident Response & Engineering Operations

Fidelity National Financial
04.2021 - Current

Major Incident Manager – Systems Operations

Wells Fargo
07.2020 - 04.2021

Senior Consultant – Project Delivery

Capgemini
04.2019 - 06.2020

Application Development Senior Analyst

Accenture
09.2017 - 01.2019

Senior Software Engineer

Wipro Technologies
10.2012 - 09.2017

M.Tech - Software Engineering

Birla Institute of Technology And Science

BCA - Computer Applications

Sri Sankara Arts And Science College

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Jegannath N Manager – Incident Response & Engineering Operations