Ujjwal Narayan Sonone

1)Incident Manager Infosys, Pune Mar 2021 - Aug 2024 Managed high-priority Severity 1 and 2 incidents, prioritizing resolution based on business impact and maintaining accurate tracking ServiceNow Developed and documented incident response protocols, including cybersecurity and server failure procedures. Led technical conference bridges, facilitated communication among teams, and identified root causes, reporting findings to senior stakeholders. Handled client escalations and implemented proactive measures to prevent recurrence, ensuring strong vendor relationships and engagement goals. Compiled Post-Incident Review reports and transitioned them to Problem Management for Root Cause Analysis (RCA).

2) Incident Manager, NVIDIA Pvt Ltd Aug 2024 - Nov 2024 Oversee and manage all aspects of incident management, including prioritization, escalation, and resolution of critical incidents. Partner with stakeholders to define incident management strategies aligned with organizational objectives. Develop and implement incident response plans and communication protocols to minimize service disruptions and mitigate risks. Conduct post-incident reviews and root cause analyses to identify trends and implement proactive solutions.

3) Major Incident Manager, Capgemini, Pune Nov 2024 - Present Spearhead end-to-end IT service operations, ensuring swift incident response and minimal business disruption across complex enterprise environments. Lead and coordinate major incident calls, collaborating across cross-functional teams and providing real-time updates to stakeholders for faster resolution. Utilize ServiceNow for incident tracking, workflow automation, change approvals, and SLA monitoring, ensuring compliance with ITIL standards. Leverage Splunk for real-time log analysis, anomaly detection, and root cause identification to proactively mitigate issues and reduce incident recurrence. Develop and implement strategic approaches to managing critical IT and security incidents, minimizing downtime and maintaining service reliability. Coach and mentor team members to enhance incident response capabilities and promote industry best practices in IT service management.