Amresh Sharma
Major Incident Manager || ITIL® 4 Certified by L-Learning || ITSM || Exp.5 yrs
- Role
- Major Incident Manager at Infosys
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Amresh Sharma
ServiceNow || BMC Remedy || ITIL || SQL || MS Excel || Tableau || AI Prompt engineer || Risk || Analyst ||Detail-oriented and proactive Incident Manager and Major Incident Manager with nearly 5 years of experience at Infosys Limited, specializing in managing high-severity P1/P2 incidents in complex, global IT environments. Skilled in driving rapid incident resolution through effective coordination of cross-functional teams, vendor management, and stakeholder communication.Proficient in ITSM tools like ServiceNow and BMC Remedy, with a strong foundation in root cause analysis (RCA), SLA monitoring, and ITIL best practices. Adept at facilitating bridge calls and war rooms to minimize downtime and ensure business continuity. Passionate about continuous service improvement and process optimization.Currently seeking to leverage my expertise in major and incident management roles to contribute to efficient IT service delivery and exceptional stakeholder satisfaction.Let’s connect to explore how my expertise can contribute to your organization’s success
Experience
Major Incident Manager
Mar 2024 — Present · Pune, IN
Led resolution of 25+ P1/P2 incidents monthly across global IT infrastructure, ensuring minimal business disruption-Facilitated 20+ war room sessions and bridge calls per month, driving rapid cross-functional incident resolution-Acted as primary escalation point (SPOC) for high-severity incidents, achieving 98% stakeholder satisfaction-Maintained 99.9% SLA adherence, reducing downtime by an average of 30%-Performed RCA for recurring issues, decreasing repeat incidents by 15% in 3 months-Mentored L1/L2 engineers during critical incidents, improving communication and response efficiency.
Education
Bangalore University
Bachelor's degree
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