Himanshu Singh

About Himanshu Singh

Experienced Major Incident Manager with a proven track record of leading high-impact incident response efforts across complex enterprise environments. I specialize in coordinating critical incident bridge calls, driving root cause analysis, and ensuring seamless communication between technical teams and executive stakeholders.With a strong foundation in ITIL, ITSM (ServiceNow), and real-time incident management, I excel at reducing downtime, improving SLA compliance, and enhancing overall service reliability. My approach combines process optimization, data-driven decision-making through tools like Power BI, and automation to streamline operations and drive continuous improvement.Over the years, I’ve successfully led war room sessions during critical outages, implemented AI-powered monitoring solutions, and mentored incident response teams—resulting in measurable gains in system stability, client satisfaction, and team performance.Passionate about operational excellence and cross-functional collaboration, I thrive in high-pressure environments where rapid resolution and clear communication are key. Let’s connect if you\'re interested in sharing ideas around enterprise resilience, incident management strategies, or building high-performing IT operations teams.

Experience

1. Major Incident Manager

   TP

   Mar 2024 — Present · Gurugram, IN

   Major Incident ManagerTeleperformanceDates of Employment (March 2024 – Present)Spearheaded incident bridge calls for 50+ enterprise clients, orchestrating cross-functional collaboration that reduced resolution time by 30% and increased on-call issue resolution to 95%, driving a 15% boost in client satisfaction. Led high-stakes war room sessions during critical outages, achieving 40% faster recovery and maintaining 100% SLA compliance with timely updates to C-level stakeholders.Implemented AI-powered monitoring tools to proactively detect anomalies, reducing major incident duration and impact by 25% while preventing recurrence through detailed RCA and RFO documentation. Optimized ServiceNow ITSM processes, enhancing categorization accuracy by 35% and decreasing manual workload by 40% through intelligent workflow automation.Designed Power BI dashboards for incident analytics, improving decision-making efficiency by 30% and identifying systemic patterns that enhanced service availability by 15%. Conducted MIM quality audits that elevated process maturity by 25% and strengthened stakeholder trust across 50+ client environments through consistent business continuity practices.Collaborated with Problem and Change Management teams to introduce risk controls, cutting repeat incidents by 18%. Maintained and continuously improved MIM playbooks, while mentoring 10+ new team members—boosting incident handling efficiency and ensuring strong adherence to escalation protocols.

Education

• Dr. A.P.J. Abdul Kalam Technical University

  Bachelor of Technology - BTech