Open To Work
SAAJAN YADAV
Noida
Summary
Dynamic Senior Critical Incident Manager with HCL Technologies, adept at driving rapid resolution of high-impact incidents. Expert in ITIL frameworks and crisis management, I excel in stakeholder communication and team leadership, ensuring business continuity and service excellence. Proven track record in implementing process improvements that enhance SLA compliance and operational efficiency.
Overview
11
11
years of professional experience
Work History
Senior Critical Incident Manager
HCL Technologies Pvt. Ltd.
Noida
06.2023 - Current
- Led end-to-end Major/Critical Incident Management for high-impact P1 & P2 incidents across global IT infrastructure and applications.
- Managed critical incidents to ensure rapid resolution and minimal service disruption.
- Acted as the single point of contact (SPOC) during major incidents, managing escalations and facilitating executive-level communications.
- Coordinated with cross-functional teams (Infrastructure, Network, Application, Security, Vendors) to restore services within SLA.
- Facilitated incident bridges, war rooms, and recovery calls to achieve rapid resolution and maintain business continuity.
- Ensured timely and accurate stakeholder updates, including business leaders and global customers
- Conducted Post Incident Reviews (PIRs) and Root Cause Analysis (RCA), ensuring corrective and preventive actions are tracked to closure.
- Mentored and trained team members on incident management best practices and ITIL standards.
Support Engineer
Team Computers Pvt. Ltd.
Noida
03.2018 - 06.2023
- Assisted with incident, problem, and change management activities to ensure service stability.
- Collaborated with service desk and backend teams for comprehensive incident resolution.
- Identified process improvements to reduce repeat incidents and enhance SLA compliance.
- Collaborated with cross-functional teams to resolve complex customer inquiries efficiently.
- Managed ticketing system to prioritize and track customer support requests effectively.
Support Engineer
Progressive Infotech Pvt. Ltd.
Delhi
09.2017 - 02.2018
- Provided technical troubleshooting and user support, enhancing user satisfaction in corporate IT environments.
- Facilitated incident resolution and service requests, ensuring compliance with ITSM processes.
- Provided technical support for software and hardware issues.
- Collaborated with cross-functional teams to resolve customer inquiries.
- Documented troubleshooting processes for future reference and training.
Associate
HCL Services Pvt. Ltd.
Noida
09.2015 - 08.2017
- Delivered end-user technical support and resolved issues to enhance user satisfaction and operational efficiency.
- Facilitated Incident Management and Service Desk operations to ensure timely resolution of user issues.
- Contributed to creation and maintenance of incident tracking, documentation, and reporting systems for improved incident visibility.
Education
MBA - Information Technology
ABES Institute of Management
Ghaziabad01-2014
BBA -
Sherwood College of Professional Management
Lucknow01-2012
12th Standard -
CRB Memorial Sr. Sec. School
Mainpuri01-2009
10th Standard -
Saint Thomas Convent Sr. Sec. School
Mainpuri01-2007
Skills
- Incident management
- Crisis & Escalation Management
- Escalation management
- ITSM & ITIL Frameworks
- Change management
- SLA & Service Level Management
- Monitoring tools
- Root Cause Analysis (RCA)
- Risk Assessment
- Problem resolution strategies
- Process improvement
- Leadership & Team Coordination
- Stakeholder communication
Accomplishments
- Led end-to-end Major/Critical Incident Management for high-impact P1 & P2 incidents across global IT infrastructure and applications for Volvo IT and UD Trucks environments.
- Acted as the single point of contact (SPOC) during major incidents, managing escalations and executive-level communications to ensure rapid resolution and business continuity.
- Conducted Post Incident Reviews (PIRs) and Root Cause Analysis (RCA), ensuring corrective and preventive actions were tracked to closure improving service stability.
Work Preference
Job Search Status
Open to workSalary Range
₹45000/yr - ₹200000/yrTimeline
Senior Critical Incident Manager
HCL Technologies Pvt. Ltd.
06.2023 - Current
Support Engineer
Team Computers Pvt. Ltd.
03.2018 - 06.2023
Support Engineer
Progressive Infotech Pvt. Ltd.
09.2017 - 02.2018
Associate
HCL Services Pvt. Ltd.
09.2015 - 08.2017
MBA - Information Technology
ABES Institute of Management
BBA -
Sherwood College of Professional Management
12th Standard -
CRB Memorial Sr. Sec. School
10th Standard -
Saint Thomas Convent Sr. Sec. School