Sai Aakaash M
Incident Manager
Bengaluru
Summary
Experienced in incident management, skilled at ensuring swift resolution and minimizing downtime. Proficient in effective communication to efficiently coordinate responses and maintain stakeholder confidence. Demonstrated track record of strategic problem-solving and adeptly leading teams through high-pressure situations.
Overview
3
3
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
Work History
Tech Lead - Incident Management
Cognizant Technology Solutions
Bengaluru
03.2024 - Current
- Company Overview: Life Sciences - SANOFI pharmaceutical and healthcare company headquartered in Paris, France
- Presently working in Major Incident Management (MIM) team completely focused on critical incidents in 24/7 coverage
- Communicated ongoing incidents to customers and internal stakeholders through Critical Incident Notifications, translating technical jargon into easy-to-understand communications
- Ensured all the P1 checklist and post incident formalities are followed as expected
- Avoided SLA breaches by timely response and enforced ITSM best practices during the P1 incidents
- Life Sciences - SANOFI pharmaceutical and healthcare company headquartered in Paris, France
- Built strong relationships with stakeholders, ensuring clear communication channels for project updates and progress reports.
- Enhanced application performance by identifying bottlenecks and optimizing code.
- Reduced system downtime with proactive monitoring, timely troubleshooting, and efficient issue resolution.
Senior Systems Engineer
Cognizant Technology Solutions
Bengaluru
12.2022 - 02.2024
- Company Overview: Retail - US Client - RALPH LAUREN CORP
- In Cross Functional Services team had a diverse experience of more than 1.5 year in ITIL service management (Incident, Change and Problem)
- Handled CAB calls as part of Change approvals with Support teams
- Driven P1 bridges with ITSM best practices to solve the issue under the agreed SLA
- Conducted Post Incident Review (PIR) and RCA calls as part of problem management
- Retail - US Client - RALPH LAUREN CORP
- Performed root cause analysis to provide resolutions for production issues.
- Championed process improvement initiatives, resulting in streamlined workflows and enhanced productivity levels.
- Delivered high-quality documentation to support project requirements, enabling smooth hand-off to stakeholders.
- Delivered presentations to senior management on key project milestones, providing transparency into progress toward objectives.
Systems Engineer
Cognizant Technology Solutions
Bengaluru
11.2021 - 12.2022
- Company Overview: Retail - US Client - RALPH LAUREN CORP
- Worked in AS400 mainframe Batch operations as systems Engineer
- Tools used - AS400, ServiceNow, Tivoli and control M monitoring tools
- Retail - US Client - RALPH LAUREN CORP
- Improved system performance by identifying and resolving technical issues in a timely manner.
- Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
- Streamlined troubleshooting processes by creating comprehensive documentation to guide support teams.
- Reduced system downtime significantly with proactive maintenance and rapid response to issues.
Education
PGP in Executive General Management - Business Administration and Management
01.2023 - 03.2024
GPA: 2.79
Bachelor of Engineering - Mechanical Engineering
04.2015 - 04.2019
GPA: 7.0 on a scale of 10
Skills
Incident Management
undefinedCertification
Certified ScrumMaster (CSM), Scrum Alliance, ID-001492340
Timeline
Tech Lead - Incident Management - Cognizant Technology Solutions
03.2024 - Current
INDIAN INSTITUTE OF MANAGEMENT - PGP in Executive General Management, Business Administration and Management
01.2023 - 03.2024
Senior Systems Engineer - Cognizant Technology Solutions
12.2022 - 02.2024
Systems Engineer - Cognizant Technology Solutions
11.2021 - 12.2022
ST. PETERS INSTITUTE OF HIGHER EDUCATION AND RESEARCH - Bachelor of Engineering, Mechanical Engineering
04.2015 - 04.2019
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