Sanjay Thorat

About Sanjay Thorat

Highly skilled major incident management professional with a proven ability to provide…

Experience

1. Major Incident Maneger

   Cognizant

   Aug 2021 — Present · Pune, IN

   Lead and manage high-impact incidents from detection to resolution, ensuring timely communication with internal teams, business stakeholders, and external vendors.•Coordinate cross-functional teams, including infrastructure, development, operations, and business units, to quickly address incidents and restore services.•Monitor incident progress and escalate unresolved issues, ensuring that critical incidents are handled within defined service level agreements (SLAs).•Implement best practices and ensure compliance with ITIL processes to optimize incident resolution and minimize downtime.•Conduct post-incident reviews (PIR) to identify root causes, document lessons learned, and implement improvements to prevent recurrence.•Maintain a detailed record of major incidents, providing periodic reports and metrics to leadership to improve incident management performance.•Define and enforce escalation protocols to ensure timely issue resolution and Escalate incidents based on impact and severity to minimize downtime.•Reduced incident resolution time by 85% by optimizing escalation processes and enhancing team collaboration.•Successfully managed major incidents, with a focus on maintaining business continuity and mitigating customer impact.•Improved incident management workflows, leading to a 95% reduction in incident occurrence.•Managed critical IT incidents, leading root cause analysis and ensuring that recovery actions were performed swiftly and effectively.•Developed incident management playbooks and response strategies for different scenarios to reduce time to resolution.•Acted as the primary point of contact during major incidents, providing status updates to executives and ensuring that the right resources were deployed.•Manage ITSM processes using ServiceNow, BMC Remedy, JIRA, and PagerDuty. And ensure efficient ticket handling for incidents, problems, and changes.