Sachin Upadhye

Analyzed business impact and mitigated/ resolved over 95% of application and infrastructure major/critical incidents within SLA. • Successfully managed and led the end-to-end lifecycle of major IT incidents. • Proactively assess and activated incident escalations based on defined impact and urgency and continual improvements. • Generated and analyzed over 50 weekly and 12 monthly incident trend and KPI reports annually. • Led RCA sessions that identified systemic issues.

Spearheaded restoration efforts for 100+ critical incidents, achieving an average service recovery time of under 4 hours across applications and infrastructure. • Chaired high-stakes incident bridges and post-incident reviews • Effectively coordinated with internal stakeholders and external vendors during P1/P2 crisis events, • Actively contributed to Change Advisory Board (CAB) meetings and ensured SOP documentation • Conducted and drove Root Cause Analysis (RCA)

Restoration of 150+ major and critical incidents with minimum downtime and fast restoration of services affecting SEPA credit transfers, direct debits and stakeholder communication, war room management to achieve SLA and KPI’s for over 30+ months. • Maintained robust incident management SOPs aligned with ITIL best practices. • Led and coordinated the Problem Management process. • Directed and facilitated Root Cause Analysis (RCA) sessions and conducted thorough Post Implementation Reviews (PIRs).

Managed end-to-end resolution of 100+ Priority 1 incidents annually, consistently restoring services within SLA and reducing average downtime by 15%, ensuring minimal disruption to critical business operations. • Led and facilitated technical bridge calls and crisis meetings, accelerating service recovery efforts and reducing mean time to resolution (MTTR). • Conducted and drove Root Cause Analysis (RCA) sessions involving stakeholders from IT, business, and vendor teams.