Bhushan T.
ITIL V4 Certified || Major incident manager || Problem management || Change management || Service Now || ITIL Process || Expert in incident response, RCA & SLA Management || Splunk enterprise ||
- Role
- Major Incident Manager at Cisco
- Location
- Nagpur, MH, IN
- LinkedIn followers
- 500 followers
About Bhushan T.
Experienced IT Service Management professional with over 4 years of experience specializing in Major Incident, Problem, and Change Management. I have a strong track record of handling high-severity (P1/P2) incidents, coordinating multiple technical teams, and ensuring quick service restoration with minimal business disruption.I’m skilled in driving end-to-end incident resolution, leading RCA and post-incident review calls, and implementing improvements that enhance system stability and reduce repeat issues. With hands-on experience in tools like ServiceNow, Splunk, and Power BI, I bring both technical understanding and strong stakeholder communication to every situation.I’m passionate about maintaining operational excellence, improving IT processes, and building a culture of accountability and continuous improvement across teams.
Experience
Major Incident Manager
Aug 2022 — Present
Managed end-to-end Incident Management lifecycle, ensuring timely restoration of high-impact (P1/P2) incidents and achieving a 30% reduction in resolution time through efficient categorization, prioritization, and escalation. Led Major Incident bridge calls across multiple lines of business, facilitating real-time collaboration between technical teams for rapid service recovery. Conducted Post-Incident Reviews (PIRs) to identify root causes, drive corrective actions, and implement continual service improvements. Enhanced response efficiency by 40% through automation-driven workflows and proactive escalation mechanisms. Maintained stakeholder confidence by ensuring clear, timely, and transparent communication throughout the incident lifecycle. Partnered with cross-functional teams (Engineering, Infrastructure, Operations, and Support) to analyze incident patterns and align with Problem Management for long-term fixes. Ensured adherence to ITIL best practices and SLAs, delivering detailed incident reports, performance metrics, and actionable insights to leadership. Collaborated with Change and Problem Management to analyze trends, identify high-risk areas, and reduce recurrence of major incidents. Monitored daily operations and KPI dashboards to ensure SLA compliance, timely resolution, and accurate documentation of all incident activities.
Education
Priyadarshini Engineering College, Higna Road
Bachelor's degree, Computer Technology/Computer Systems Technology
2018 — 2022
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