MANISH SEHGAL
Bengaluru
Summary
Possess a robust background in IT, accumulating specialized experience in managing incidents and resolving problems effectively within diverse enterprise environments, seeking to leverage expertise in IT service management across diverse industries, particularly in service operations and IT operations within Bangalore, Hyderabad, and Chennai.
Overview
8
8
years of professional experience
5
5
Certifications
Work History
Incident & Problem Manager – Senior Analyst
Accenture
05.2021 - Current
- Managing end-to-end governance of Major Incidents (P1/P2) for one of the world’s largest insurance providers (Global 500), acting as the single point of accountability during high-impact outages to safeguard business continuity and customer experience.
- Directing cross-functional incident response across engineering, infrastructure, application, product, and vendor teams, ensuring rapid containment, coordinated resolution, and disciplined communication under pressure.
- Leading comprehensive Root Cause Analysis (RCA) and post-incident reviews, translating technical failures into preventive, long-term corrective actions to reduce incident recurrence and improve service stability.
- Driving incident lifecycle and process optimization initiatives, strengthening ITSM governance, improving response effectiveness, and enhancing overall operational efficiency.
- Performing quality audits on BAU deliverables and operational processes, identifying systemic gaps and implementing targeted improvements to elevate service consistency and compliance.
- Mentoring and enabling new hires and graduate trainees, serving as a knowledge coach to accelerate onboarding, strengthen incident readiness, and build sustainable service management capability.
Incident & Problem Manager – Analyst
HCL Technologies Ltd.
12.2018 - 05.2021
- Managed Major Incident and Problem Management operations for Infrastructure Services supporting a multinational petroleum and petrochemicals leader, ensuring service continuity across mission-critical environments.
- Drove Continual Service Improvement (CSI) through structured Problem Management, partnering with L3 engineering teams to identify root causes, compliance gaps, and infrastructure vulnerabilities.
- Collaborated closely with Service Operations, Program Management, and client leadership, ensuring consistent execution and adherence to ITSM and governance standards.
- Performed regular process audits and compliance reviews, identifying operational risks and enforcing corrective actions to strengthen service quality and control effectiveness.
- Strengthened incident and problem governance frameworks, improving process discipline, audit readiness, and operational maturity across infrastructure services.
Service Desk – L2 Support
Bhilwara Infotech Ltd.
05.2018 - 12.2018
- Executed end-to-end Incident Management operations for Service Desk services supporting a multinational ONGC sector enterprise, ensuring timely resolution and adherence to SLA commitments.
- Worked as Level-2 escalation point for complex, recurring, and known issues, performing detailed diagnostics and stabilization prior to L3 engagement.
- Collaborated with L3 infrastructure teams to analyze compliance and operational vulnerabilities across server, storage, and backup environments.
- Strengthened incident documentation, categorization, and handover quality, improving resolution accuracy and reducing repeat incidents.
- Contributed to service stability and operational reliability by proactively identifying patterns and supporting preventive remediation initiatives.
Education
B.Tech. - Mechanical Engineering
Kalinga Institute of Industrial Technology (KIIT) University
10-2018
Skills
- Major incident management
- Problem management and root cause analysis
- Leadership skills
- Service reliability engineering
- Incident lifecycle governance
- Cross-functional coordination
- Operational risk management
- ITSM process optimization
- Hybrid and cloud operations
- Service performance analytics
- BMC Remedy expertise
- ServiceNow proficiency
- Dynatrace knowledge
Profile Summary
- Service Management professional with nearly 8 years of experience driving stability, resilience, and service reliability across global enterprise, hybrid, and cloud environments, supporting mission-critical business operations.
- Expert in Major Incident, Problem, and Continual Service Improvement (CSI), leading high-impact incident response with a sharp focus on business continuity, MTTR reduction, and non-recurrence.
- Proven bridge leader and single point of accountability during P1/P2 incidents, orchestrating cross-functional teams across engineering, infrastructure, application, and vendor ecosystems.
- Strong root cause analysis and post-incident governance capabilities, translating technical failures into actionable preventive controls, systemic fixes, and operational maturity improvements.
- Strategic stakeholder partner with experience engaging senior leadership, program managers, and clients, ensuring clear communication, transparency, and confidence during crises.
- Process-driven change agent with deep expertise in ITIL v4 practices, audit readiness, and service operations governance aligned with SRE and reliability engineering principles.
- Data-driven service operations leader, leveraging reporting, analytics, and monitoring tools (ServiceNow, BMC Remedy, Dynatrace, Splunk) to identify trends, risks, and performance gaps
Languages
English, Hindi, Odia
Certification
Azure AI-900
Notable Accomplishments
- Successfully multitasked between priority incidents, whenever required, while meeting all SLAs with zero escalation.
- Reduced Mean Time to Resolution (MTTR) by efficient triaging, faster escalation, and ensuring enhanced collaboration across L2–L3 teams.
- Eliminated recurring incident patterns by executing structured Problem Management practices to drive root cause remediation and reduce operational pain points.
- Improved Incident communication quality by receiving positive feedback from senior business stakeholders and client leadership.
Timeline
Incident & Problem Manager – Senior Analyst
Accenture
05.2021 - Current
Incident & Problem Manager – Analyst
HCL Technologies Ltd.
12.2018 - 05.2021
Service Desk – L2 Support
Bhilwara Infotech Ltd.
05.2018 - 12.2018
B.Tech. - Mechanical Engineering
Kalinga Institute of Industrial Technology (KIIT) University