MIMANSA JADHAO
SR MAJOR INCIDENT MANAGER
Pune
Summary
Results-driven Major Incident Manager with over 7years of expertise in Critical Incident Management, ITIL best practices, and IT Service Automation. Demonstrated success in leading high-severity incident resolution, implementing ServiceNow automation, and proactively reducing downtime through advanced monitoring tools like Splunk, Datadog, and New Relic. Skilled in optimizing ITSM processes, spearheading Root Cause Analysis (RCA) and Post-Incident Reviews (PIRs), and driving continuous improvements across Problem, Change, and Service Level Management. Passionate about leveraging automation, data-driven insights, and cross-functional collaboration to minimize business impact, improve SLA compliance, and strengthen operational resilience in cloud and enterprise environments.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
SR MAJOR INCIDENT ADMINISTRATOR
Telus International
05.2025 - Current
- Ensure effective incident response by applying ITIL best practices and coordinating cross-functional teams, including IT, operations, and communications.
- Manage high-impact incidents and collaborate with senior leadership to drive immediate resolutions and minimize service downtime.
- Compiled and delivered reports that highlighted progress, risks, and issues related to projects.
Developed SilvaNow reports and dashboards to conduct weekly and monthly trend analyses. - Managed and coordinated the resolution of high-impact incidents by monitoring system alerts, prioritizing incident tickets, and leading real-time incident bridge calls to ensure rapid service restoration with minimal disruption; utilized Monday.com to track incident progress and team assignments effectively.
- Served as the central point of contact during major incidents, facilitating communication across technical teams and stakeholders while ensuring adherence to ITIL best practices, timely escalation protocols, and comprehensive post-incident documentation using Monday.com for centralized reporting and collaboration.
Senior Incident Manager
Infosys
03.2018 - Current
- Led the resolution of high-priority (Severity 1 & 2) incidents, ensuring minimal business disruption and rapid service restoration.
- Facilitated technical bridges, coordinating cross-functional teams (Network, Database, Cloud, DevOps, Security) to identify root causes and implement effective solutions.
- Automated ticket assignment and escalation in ServiceNow using workflows based on priority and impact, reducing manual intervention and improving response time by 20%.
- Developed custom ServiceNow dashboards for real-time incident tracking and reporting.
- Integrated Splunk, Datadog, and New Relic with ServiceNow for automated alerting and threshold-based incident creation, reducing MTTA by 30% and enabling proactive issue detection hours before user impact.
- Developed and standardized Root Cause Analysis (RCA) templates, reducing incident recurrence by 20%.
- Conducted Post-Incident Reviews (PIRs) and compiled detailed reports, integrating findings into a Problem Management database for long-term remediation.
- Partnered with SRE teams to enhance observability using Grafana, Prometheus, and OpenTelemetry, improving real-time incident correlation and response efficiency.
- Conducted weekly trend analysis using SQL, Power BI, and Google Sheets to identify recurring issues.
- Developed real-time ServiceNow reports to provide insights into incident trends, SLA performance, and response times.
- Spearheaded the use of PagerDuty for automated escalations, reducing on-call burden by 33% and increasing SLA compliance by 25%.
Education
Bachelor of Science - Zoology
FERGUSSON COLLEGE
Pune, Maharashtra 01.2014 - 01.2017
Higher Secondary Certificate - undefined
BHARAT VIDHYALAYA
01.2013 - 01.2014
Secondary School Certificate - undefined
ST JOSEPH ENGLISH SCHOOL
01.2011 - 01.2012
Skills
- Major Incident Management
- Incident Management
- Root Cause Analysis
- Change Management
- Stakeholder Management
- Escalation Handling
- Process Improvement
- Risk Management
- SLA Reporting
- ITIL/ITSM Framework
- Automation and Tool Integration
- Event Management
- Leadership and Team Management
Certification
ITIL V4 Certificate
Timeline
SR MAJOR INCIDENT ADMINISTRATOR
Telus International
05.2025 - Current
Senior Incident Manager
Infosys
03.2018 - Current
Bachelor of Science - Zoology
FERGUSSON COLLEGE
01.2014 - 01.2017
Higher Secondary Certificate - undefined
BHARAT VIDHYALAYA
01.2013 - 01.2014
Secondary School Certificate - undefined
ST JOSEPH ENGLISH SCHOOL
01.2011 - 01.2012
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