Yogesh Ingle
Major Incident Manager | ITIL® Certified | Driving Rapid P1/P2 Resolution | ServiceNow | Stakeholder Communication | Root Cause Analysis & Service Improvement
- Role
- Major Incident Manager at Wipro
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Yogesh Ingle
I am a Certified ITIL® Professional with 5+ years of experience in IT Service Management…
Experience
Major Incident Manager
Apr 2020 — Present · Bengaluru, IN
As a Major Incident Manager at Wipro, I have been responsible for driving the end-to-end management of high-priority (P1/P2) incidents across complex enterprise environments. My role demands leadership under pressure, structured communication, and rapid decision-making to ensure business continuity and service reliability.Key responsibilities include:Taking complete ownership of incident lifecycle from detection to closure, ensuring SLA adherence and minimizing downtime.Leading War Room bridge calls by engaging cross-functional teams including application, infrastructure, network, cloud, database, and third-party vendors.Communicating effectively with CXO-level stakeholders, delivering accurate and timely updates during business-critical outages.Preparing and publishing Major Incident Reports (MIRs), Root Cause Analyses (RCA), Service Performance Reports (SPRs), and Executive Dashboards to provide transparency and enable informed decision-making.Coordinating with Problem Management teams for recurring issues and initiating Service Improvement Plans (SIPs) to reduce repeat incidents.Utilizing ServiceNow, BMC Remedy, Jira, Freshservice for incident logging, tracking, and reporting.Designing incident trend dashboards and leveraging Excel/Power BI for real-time analysis and executive insights.Key achievements:Successfully managed 300+ P1/P2 major incidents, ensuring minimal business disruption.Reduced Mean Time to Engage (MTTE) by 30% through automation of bridge call setup between ServiceNow and MS Teams.Developed dynamic reporting templates, cutting manual reporting time by 40%.Conducted critical incident simulation workshops, improving response readiness by 45%.Recognized with “Star Performer of the Quarter” for exceptional crisis management and proactive containment strategies.Mentored junior analysts, conducted internal ITIL training, and supported knowledge-sharing initiatives within the organization.
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