Abhishek P

About Abhishek P

ITIL-certified Major Incident Management (MIM) Lead with extensive experience in managing teams, responding to clients, and leading the end-to-end resolution of high-impact incidents. Skilled in onboarding new processes, streamlining incident workflows, and ensuring alignment with ITIL best practices. Adept at coordinating cross-functional teams, delivering executive-level updates, and presenting detailed business reviews to stakeholders. Committed to driving operational excellence and enhancing service reliability through proactive process improvement and effective team leadership.

Experience

1. Operations Lead - Critical Incident Management and Response (Global Command Centre)

   LTIMindtree

   Dec 2017 — Present · IN

   Directed high-priority incidents from detection to resolution using ServiceNow and IcM, ensuring efficient tracking and minimal business disruption.Ensured SLA Adherence: Managed team compliance with SLAs, optimizing processes to uphold operational standards.Worked with technical teams, business units, and vendors to expedite incident resolution and service restoration through proactive communication.Initiated engineering bridges within 15 minutes, designated DRIs, and used Teams for real-time coordination to drive swift incident resolution.Managed severity assessments, prioritization, and escalation procedures, providing real-time updates and detailed status reports to executive leadership.Led thorough documentation of incidents, including root cause analysis and improvement plans, to prevent recurrence and strengthen practices.Coordinated Timely Communication and Escalations: Directed timely outage communications via IcM, ensuring stakeholders were informed and high-severity incidents were escalated appropriately.Facilitated postmortem sessions for major incidents, driving root cause analysis and corrective actions to enhance team performance.Led WBR, MBR, and QBR sessions, overseeing deck preparation, coordinating inputs, and presenting key metrics and updates to leadership.Led audits of team performance, providing insights and constructive feedback to foster continuous improvement.Spearheaded service enhancement initiatives by updating and creating KB articles, onboarding new processes, and improving team efficiency.Contributed to the creation of the Crisis Coordination Group and High Impact Customer Engagement protocols. Designed a Whiteboard system and developed a VBA-coded file for audit tracking and reporting.Oversaw recruitment, ensuring alignment with team needs and culture. Managed onboarding and training for new hires on incident management tools and procedures.

Education

• Matrusri Engineering college

  Bachelor of Engineering - BE

  2013 — 2017