Jyoti Gupta
Bangalore
Summary
Highly skilled Senior Major Incident Manager with 6+ years of experience in leading and managing high-severity incidents, minimizing downtime. Proven track record of coordinating cross-functional teams, implementing incident response protocols, and optimizing ITIL-based processes. Strong problem-solving and communication skills, with the ability to thrive in high-pressure environments and drive improvements in incident management workflows.
Overview
6
6
years of professional experience
Work History
Senior Major Incident Manager
MicroGenesis Techsoft
08.2024 - Current
- Lead the Major Incident Management process for critical incidents, coordinating teams across IT operations, infrastructure, and business units to restore services within established SLAs.
- Act as the escalation point for high-priority incidents, ensuring swift resolution and minimizing business impact.
- Implement and enforce incident management protocols, ensuring compliance with ITIL best practices for incident prioritization, classification, and resolution.
- Collaborate with the Problem Management team to identify and resolve recurring issues, reducing incident frequency by 20%.
- Conduct root cause analysis (RCA) on major incidents, ensuring actionable solutions are implemented to prevent future occurrences.
- Provide regular incident reporting to senior management and key stakeholders, detailing progress, timelines, and resolution status.
- Lead post-incident reviews (PIRs) and develop incident improvement plans to refine and optimize incident response processes.
- Mentor and train junior incident managers and IT teams on incident management best practices and escalation procedures.
Major Incident Manager
LTIMindtree
12.2019 - 07.2024
- Coordinated actions for MIM and problem analysis, ensuring proper escalation and engagement of support teams.
- Promoted open communication across teams and peers to achieve objectives and goals during major events.
- Drove incident resolution using support engagement, paging systems, and on-call schedules, while maintaining SLAs.
- Documented key actions and events during conference calls, ensuring accurate reporting and incident tracking.
- Communicated clearly with executives through incident reporting, escalation updates, and business impact notifications.
- Led technical conference bridges, root cause analysis, severity assessments, and change management, reporting to stakeholders.
- Managed high-priority incidents, conducted post-mortem investigations, and improved response times by 15%, with a focus on SLA adherence and customer satisfaction.
BDE
Extramarks Ed.
08.2019 - 11.2019
- Experience working with AEM version 6.5 & other CMS and their components.
- Built, collected and verified asset delivery in the content management system (CMS)
- Managed web content by configuring links, text, and images, following the tool’s automated workflow.
Associate
Tech Mahindra
05.2019 - 08.2019
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Identified customer needs and wants to enhance customer experiences and boost sales.
- Managed customer relations through communication and helpful interactions.
Education
B.Tech
KIIT University
Bhubaneswar2019
Skills
- Incident Management
- BMC Remedy
- PagerDuty
- ServiceNow
- ITIL
- RCA
- JIRA
- ITSM
- Power BI
- KPI
Timeline
Senior Major Incident Manager
MicroGenesis Techsoft
08.2024 - Current
Major Incident Manager
LTIMindtree
12.2019 - 07.2024
BDE
Extramarks Ed.
08.2019 - 11.2019
Associate
Tech Mahindra
05.2019 - 08.2019
B.Tech
KIIT University
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