Sagar Negi
Noida
Summary
ITSM professional with 7+ years of experience in leading major incident management and change management within enterprise IT environments. Successfully manages 6-15 P1/P2 incidents monthly, achieving 90-95% SLA adherence, and oversees 50+ changes per month with a 90-95% success rate. Skilled in coordinating cross-functional teams and vendor stakeholders to enhance service delivery. Experienced in mentoring junior staff and collaborating with client leadership to align IT services with business objectives.
Overview
7
7
years of professional experience
3
3
Certifications
Work History
ITSM Specialist
Tata Consultancy Services (TCS)
Noida
08.2024 - Current
- Serve as Major Incident Manager (MIM), handling 6-15 P1/P2 incidents per month and coordinating cross-functional IT and business teams to restore service and minimize business disruption while maintaining 90-95% SLA adherence.
- Own end-to-end Change Management process as Change Manager, assessing, approving, and implementing 50+ changes per month while maintaining a 90-95% change success rate and mitigating deployment risk across IT environments.
- Facilitate CAB (Change Advisory Board) meetings for both Operations and Enterprise segments, coordinating stakeholders and maintaining governance across all production changes.
- Lead Continuous Service Improvement (CSI) initiatives to identify recurring incident patterns and drive measurable service enhancements aligned with organizational goals.
- Present CSI progress and performance metrics in regular client governance meetings, strengthening the client partnership and supporting consistent SLA delivery.
- Develop and maintain ITIL-aligned process documentation, ensuring audit-readiness and consistency across incident and change workflows.
- Mentor and train junior IT staff on ITSM tools and best practices, contributing to faster onboarding and stronger team-wide process adherence.
- Client: South32 (Australian mining and metals company)
Incident Management Specialist
Teleperformance
Gurgaon
03.2019 - 08.2024
- Managed and resolved production-impacting incidents in collaboration with technical teams, maintaining service availability and minimizing downtime across operations.
- Supervised help desk queues and incident escalations, sustaining 90-95% SLA adherence across service operations.
- Monitored real-time incident queues and coordinated with technical leads to accelerate resolution of critical (P1/P2) issues.
- Trained and mentored 4-8 new team members on incident management procedures across both roles, standardizing best practices and improving consistency in incident handling.
- Partnered with stakeholders to deliver clear, timely technical communication during active incidents, supporting business continuity.
- Identified and implemented process optimizations that improved team efficiency and incident-handling throughput.
Education
Bachelor of Engineering (B.E.) - Electronics and Communication
Dronacharya College of Engineering
Gurgaon, IndiaGED -
DAV Public School
04-2013
High School - Science Education
DAV Public School
New Delhi, India04-2011
Skills
- Major Incident Management (MIM)
- P1/P2 Technical Bridge Setup and Coordination
- Outage Communication and Status Updates
- Escalation and Stakeholder Management
- Incident Metrics and Reporting
- SLA/OLA Tracking and Compliance
- Change Management and CAB Facilitation
- Change Assessment
- Change Post-Implementation Review (PIR)
- ITIL Framework and Process Maturity
- Risk Assessment and Decision-Making
- Problem Management and Root Cause Analysis (RCA)
- Continuous Service Improvement (CSI)
- Coaching and Team Mentoring
- Cross-Functional Collaboration
- Technical Communication and Documentation
- ServiceNow
- Jira
- MS Teams
- Outlook
- Excel
- PowerPoint
- SharePoint
- Xmatters
- MXT Gateway
ITSM Specialist.
Major Incident, Change & Problem Management Professional
Certification
SQL Analytics and BI on Databricks.
Timeline
ITSM Specialist
Tata Consultancy Services (TCS)
08.2024 - Current
Incident Management Specialist
Teleperformance
03.2019 - 08.2024
Bachelor of Engineering (B.E.) - Electronics and Communication
Dronacharya College of Engineering
GED -
DAV Public School
High School - Science Education
DAV Public School