Sanish Abraham
Sahibabad
Summary
Results-driven Critical Incident Manager with over 9 years of experience in IT service management and incident response within fast-paced environments. Proven track record of successfully leading cross-functional teams to resolve high-impact incidents, ensuring business continuity and minimizing disruption. Expert in implementing and optimizing incident management processes aligned with ITIL best practices. Strong analytical and problem-solving skills, complemented by a proactive approach to crisis management and root cause analysis. Excellent communicator with the ability to engage stakeholders at all levels, fostering collaboration and driving continuous improvement. Committed to enhancing operational resilience and delivering exceptional service quality in dynamic organizational settings.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Enterprise Critical Incident Manager
GENPACT INDIA PVT LTD
10.2022 - Current
- Led response to critical incidents, ensuring swift resolution and minimizing disruptions.
- Coordinated cross-functional teams (IT, operations, communications, management).
- Developed and maintained the incident management process, following ITIL best practices.
- Documented incidents, including timelines, actions, and outcomes.
- Prepared post-incident reports with lessons learned and recommendations for stakeholders.
- Acted as the primary point of contact during critical incidents, ensuring accurate communication with all parties.
- Developed and maintained crisis management plans and conducted training for incident management teams.
- Established KPIs to measure incident management effectiveness and analyzed trends for improvement.
- Integrated incident management with business continuity and disaster recovery plans.
- Facilitated root cause analysis (RCA) to prevent recurrence and prioritized response efforts.
- Ensured critical business functions continued or quickly resumed during and after incidents.
- Worked with senior management to align priorities and resources for incident management.
- Managed and coordinated activities across teams, ensuring a unified response.
- Ensured thorough documentation of actions and compliance with policies and regulations.
- Worked with ITSM teams to align practices and processes.
Major Incident Manager
UNISYS INDIA PVT LTD
08.2022 - 09.2022
- Lead the response to major incidents, ensuring effective resolution.
- Quickly identified and assess major incidents based on impact and urgeny.
- Acted as the primary contact for stakeholders, providing timely updates.
- Mobilized and coordinated cross-functional teams for incident resolution.
- Investigated incidents to determine root causes and prevent recurrence.
- Conducted reviews to analyze responses and document lessons learned.
- Trained staff on major incident management procedures.
- Generated reports on incidents and performance metrics.
- Identified risks and collaborate on mitigation strategies.
- Ensure adherence to policies and maintain thorough documentation.
Critical Incident Manager
HCL Technologies Limited
02.2016 - 08.2022
- Lead incident management and prioritization.
- Updated stakeholders during incidents.
- Identified root causes and troubleshooting including PIA.
- Quickly restored services to minimize impact.
- Keept accurate records of incidents.
- Learned from incidents to improve processes.
- Educating staff on policies.
- Used tools to track incidents.
- Worked with IT teams for resolution.
Datacentre Operations
VDART Technologies
07.2015 - 02.2016
- Continuously monitor systems, networks, and applications for anomalies or incidents using various monitoring tools
- Ensure that all alerts and notifications are appropriately assessed and prioritized
- Serve as the first point of contact for reporting incidents and issues
- Triage incidents based on severity and impact, escalating to appropriate technical teams as needed
- Coordinate response efforts across various teams to ensure timely incident resolution
- Maintain clear and effective communication among stakeholders during incidents, providing updates and status reports
- Document all communications and actions taken during incidents for accountability and future reference
- Collaborate with IT, security, operations, and other relevant departments to ensure a unified response to incidents
- Act as a liaison between technical teams and management, ensuring that all parties are informed and aligned
- Identify opportunities for improving incident response processes and workflows
- Participate in post-incident reviews to analyze response effectiveness and recommend improvements
Education
MBA - Product & Project Management
Amity University
Noida07-2025
B.C.A -
Nehru Arts & Science college
01.2015
INTERMEDIATE -
ST. Thomas School
01.2012
SECONDARY EDUCATION -
Holy Angel School
01.2010
Skills
- Service level agreements
- Team management
- Incident management
- Priority incident recommendations
- Technology monitoring tools
- SLA management
- Effective communication
- Post incident meetings
- Emergency response
- Resolution team engagement
- Impact limitation processes
- Post incident reviews
Certification
- ITIL V4 Foundation Certified.
Timeline
Enterprise Critical Incident Manager
GENPACT INDIA PVT LTD
10.2022 - Current
Major Incident Manager
UNISYS INDIA PVT LTD
08.2022 - 09.2022
Critical Incident Manager
HCL Technologies Limited
02.2016 - 08.2022
Datacentre Operations
VDART Technologies
07.2015 - 02.2016
- ITIL V4 Foundation Certified.
MBA - Product & Project Management
Amity University
B.C.A -
Nehru Arts & Science college
INTERMEDIATE -
ST. Thomas School
SECONDARY EDUCATION -
Holy Angel School
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