Sujith Surendran

Led cross-functional incident response teams during critical service disruptions, coordinating rapid resolution efforts while maintaining 24x7 availability and meeting service level agreement targets

• Made time-critical escalation and prioritization decisions during high-pressure incidents, ensuring optimal resource allocation and minimal business impact

• Managed incident war rooms and bridge calls, facilitating real-time collaboration between technical teams, leadership, and affected business units

• Provided regular status updates to executive leadership and stakeholders throughout incident lifecycle, maintaining clear communication channels during service disruptions

• Coordinated with external vendors and third-party providers to expedite incident resolution and restore service availability

• Ensured comprehensive documentation of incident timelines, root causes, and remediation actions taken for post-incident analysis and compliance requirements

Trained team members on incident response procedures and best practices, building organizational capability and readiness

• Analyzed incident patterns and trends to identify systemic issues and root causes, driving proactive problem management initiatives

• Collaborated with technical teams to implement preventive measures and controls, reducing incident frequency and severity

• Maintained current contact lists, escalation procedures, and communication protocols to ensure rapid incident mobilization

• Coordinated regular disaster recovery and business continuity exercises to validate organizational preparedness and identify improvement opportunities

• Recommended and implemented process improvements based on lessons learned from incident retrospectives, enhancing overall incident management maturity

• ITIL Based Critical Incident management

• L1 Support for GE

• L1 Support