Manish Tiwari
Empowering High-Performing IT Operations || 15+ Years Driving Service Resilience, Escalation Reduction & Customer Success || Proven Leader in Incident & Service Delivery Excellence for Global Enterprises
- Role
- Incident Manager Enterprise Voice and Video Team at Cisco
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Manish Tiwari
With over 15 years in IT operations and service delivery—most recently at Cisco—I help global organisations keep their business‑critical services stable, resilient, and customer‑focused. I work at the intersection of technology, process, and people, ensuring that incidents are handled decisively, stakeholders stay aligned, and customers feel confident in the service.Who I Am • Incident Manager and IT Operations leader with deep experience in enterprise environments • Proven in high-stakes, 24/7, customer-facing operations • Certified in PRINCE2 and ITIL4, combining structure with empathy and clear communicationWhat I Do Best • Lead major incidents and war rooms, reducing impact and time-to-recovery • Manage executive escalations with clarity, transparency, and calm under pressure • Drive operational excellence across Incident, Problem, and Change Management • Improve SLAs, MTTR, and customer satisfaction through data-driven actions • Partner with cross-functional teams (engineering, product, business, vendors) to deliver seamless serviceHow I Lead • Build and mentor high-performing, cross-functional teams • Create a culture of ownership, learning, and continuous improvement • Turn ambiguity into clear plans, roles, and measurable outcomes • Coach teams to handle escalations independently and confidentlyThe Value I Deliver • Fewer and shorter incidents • Lower escalation volume and better stakeholder trust • Stronger governance, process maturity, and predictable service delivery • Engaged, resilient teams that perform in high-pressure environmentsRoles I’m Excited About • People Leader / Team Lead – IT Operations & Support • Service Delivery Manager / Service Operations Manager • Incident Manager / Major Incident ManagerIf you’re hiring for leaders who can own critical operations, uplift teams, and turn operational chaos into consistent delivery and customer confidence, I’d be glad to connect and explore opportunities.
Experience
Incident Manager Enterprise Voice and Video Team
Jun 2021 — Present · Gurugram, IN
Drove 98%+ SLA compliance for global clients, slashing critical incident resolution times by 25% through targeted process optimizations.> Led seamless multi-team transition for Bank of America account, boosting service delivery metrics by 15% and ensuring zero disruption.> Achieved 100% resolution rate on high-stakes executive escalations, earning top CSAT scores and strengthening stakeholder trust.> Engineered process improvements that cut MTTR significantly while elevating documentation standards and operational hygiene.
Education
Maharshi Dayanand University Rohtak
B.E/B.Tech, Information Technology
Somany Institute of Tech. & Mgt., Rewari.
B.E, I.T
2006 — 2010
Skills
- C++
- Sip
- Team Management
- Tandberg
- Voip
- Cisco Technologies
- Cisco Telepresence
- Video Conferencing
- Isdn
- Cisco Video-Conferencing Solutions Engineer
- Telepresence
- Switches
- C
- Ospf
- H.323
- Ccna
- Tcp/Ip
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