Aditya Pratap Singh

About Aditya Pratap Singh

Incident Manager at Tech Mahindra with a strong track record of leading critical incident response operations to ensure rapid service restoration and minimal business impact. Adept at managing high-pressure environments, coordinating cross-functional technical teams, and driving robust problem-solving initiatives aligned with ITIL best practices. Experienced in conducting post-incident reviews, generating actionable insights through reports and dashboards, and maintaining transparent stakeholder communication at all organizational levels.Key Strengths:Proven expertise in leading major incident bridges and post-incident reviews.Skilled in generating and analyzing reports, dashboards, and user stories for management insights.Strong knowledge of ITIL and ITSM frameworks, including Incident, Problem, and Change Management.Proficient in the administration and operation of ticketing and monitoring tools such as ServiceNow.

Experience

1. Incident Manager

   Tech Mahindra

   May 2023 — Present · Noida, IN

   The Incident Manager is responsible for overseeing the incident management process, ensuring all incidents are identified,logged,categorized, prioritize and resolved in a timely and effective manner. This role often operates within the ITIL (Information Technology Infrastructure Library) framework and reports to the Service Delivery Manager or IT Operations Manager. Incident Response and Coordination Lead the response to major incidents (P1/P2),ensuring rapid engagement of relevant teams. Serve as the central point of communication during incidents. Coordinate incident resolution efforts across support teams and vendors. Incident Management Process Ownership Ensure the incident management process is followed across all IT teams. Maintain and improve incident management workflows and documentation. Define and refine escalation paths and severity levels. Communication and Stakeholder Management Provide timely and clear updates to stakeholders, including technical teams, business units, and executives. Send out incident notifications and post-incident communications. Monitoring and Reporting Monitor incident trends and key performance indicators (KPIs), such as: MTTR (Mean Time to Resolve), MTTA (Mean Time to Acknowledge),First-time fix rate Generate regular incident reports and dashboards.Root Cause Analysis and Continuous Improvement Facilitate post-incident reviews (PIRs) or blameless retrospectives. Responsible for assessments of internal security systems to identify vulnerabilities,threats and risks. Evaluate existing security protocols,procedures and controls to ensure they align with industry standards and regulations. Ensure that security and data protection measures meet compliance standards and best practices. Conduct gap analyses to identify areas where the organization may be non-compliant and provide solutions for remediation. Perform internal security audits to assess the effectiveness of IT systems,networks and security controls.

Education

• Invertis Institute of Engineering and Technology

  Bachelor of Technology (B.Tech.), Elecrtical Engineering

  2011 — 2015

• Saraswati Vidya Mandir Inter College

  12th , Science

Skills

• Automation
• Lean Manufacturing
• Team Motivation
• Programmable Logic Controller (Plc)
• Research
• Powerpoint
• Microsoft Excel
• Microsoft Office
• Sales
• Management
• Scada
• Photoshop
• Leadership
• Microsoft Word
• Training