Summary
Overview
Work History
Education
Skills
Timeline
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Pavan Kalyan

Tampa,FL

Summary

Incident Manager with a proven track record in crisis management and risk assessment. Expertise in developing communication strategies that enhance operational efficiency during critical incidents. Strong leadership and problem-solving skills contribute to effective team collaboration and minimized service downtime. Committed to maintaining robust incident response protocols that ensure seamless operations.

Overview

3
3
years of professional experience

Work History

Incident Manager

LTI MindTree
Hyderabad, Telangana
04.2022 - 06.2024
  • Responded to critical IT incidents, outages, and service disruptions, restoring operations quickly, and minimizing downtime by 30%.
  • Coordinated with cross-functional teams, vendors, and customers during incident resolution to ensure clear communication, and swift issue remediation.
  • Utilized incident management and monitoring tools (ServiceNow, Jira, or internal systems) to track, prioritize, and resolve tickets efficiently.
  • Led root cause analysis and post-incident reviews to identify trends, prevent recurrence, and improve system resilience.
  • Created and maintained incident response playbooks and escalation procedures, standardizing processes, and reducing response times.
  • Provided real-time updates to stakeholders during high-severity incidents, increasing transparency and trust.
  • Trained employees and suppliers on incident reporting protocols and best practices, reducing repeat incidents by 15%.
  • Compiled incident metrics and generated performance reports for leadership to drive data-based process improvements.
  • Collaborated with problem management teams to implement long-term fixes, improving overall service availability and customer satisfaction scores.

Operations Manager

Amazon
Hyderabad, Telangana
03.2021 - 03.2022
  • Monitored and coordinated high-volume transportation operations across North America, India, and the EU supply chains, ensuring on-time freight pick-up and delivery.
  • Managed real-time exception handling by quickly resolving shipment delays, routing issues, and operational disruptions, reducing turnaround time by 30%.
  • Utilized transportation management systems (TMS) and internal Amazon tools to track and optimize carrier performance, achieving a 98% on-time delivery rate.
  • Collaborated with vendors, carriers, and Amazon facilities to ensure seamless communication and stakeholder alignment, improving issue resolution speed by 25%.
  • Analyzed daily shipment data to identify bottlenecks and implemented process improvements, cutting recurring transportation errors by 20%.
  • Created and maintained SOPs (Standard Operating Procedures) for escalation handling and communication workflows, reducing ambiguity, and improving response consistency.
  • Coordinated with cross-functional teams (operations, warehouse, carrier management) to resolve exceptions and optimize routes, reducing freight costs by 15%.
  • Used Excel, SQL dashboards, and Amazon internal analytics tools to generate daily and weekly performance reports for leadership visibility.
  • Conducted root cause analysis on failed or delayed shipments, and developed preventive action plans, improving customer satisfaction scores.

Education

Master's Degree - Computer Science

Saint Leo University
Saint Leo, FL
05-2026

Bachelor of Technology - Electrical And Electronics Engineering

VNR VJIET
Hyderabad, India
09-2020

Skills

  • Incident management
  • Data analysis
  • Cross-functional collaboration
  • Technical troubleshooting
  • Process improvement
  • Project management

Timeline

Incident Manager

LTI MindTree
04.2022 - 06.2024

Operations Manager

Amazon
03.2021 - 03.2022

Master's Degree - Computer Science

Saint Leo University

Bachelor of Technology - Electrical And Electronics Engineering

VNR VJIET

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