Pujan Khadka
Fort Worth
Summary
Proactive Incident Management Specialist with a strong background in leading critical incident responses and maintaining 100% SLA compliance. Skilled in conducting post-incident reviews and delivering clear executive communications, poised to enhance service management outcomes.
Overview
4
4
years of professional experience
Work History
Incident Management Specialist (Contract)
Toyota Motor North America
Plano
08.2023 - Current
- Led Major incident (Sev 1 and Sev 2) bridge calls for more than 50+ critical production incidents, ensuring rapid service restoration and minimal business impact.
- Maintained 100% SLA compliance for Sev 3 and Sev 4 customer incidents or issues through structured Triage, prioritization and escalation workflows
- Collaborated with cross-functional teams to resolve critical incidents quickly.
- Delivered clear executive-level communications, impact assessments, and incident status updates during active production issues
- Coordinated resolution of incidents with internal and external stakeholders including ATT, Verizon, SiriusXM, Ericsson to ensure timely responses
- Conducted post-incident reviews with relevant stakeholders in order to determine areas for improvement.
- Performed root cause analysis of complex technical problems in order to develop solutions that prevent recurrence of similar incidents.
Functional Test Engineer (Contract)
Toyota Motor North America
Plano
11.2021 - 04.2023
- Developed and executed functional test plans for automotive software applications.
- Analyzed test results and identified defects in software functionality and performance of 21MM multimedia
- Tested infotainment, connectivity, and vehicle-integrated features for performance, usability, and compliance with design standards
- Validated fixes in pre-production and production environments to ensure defect resolution and release readiness for 21MM multimedia system
- Performed functional testing on applications to ensure that the requirements are met.
Education
Bachelor of Arts - Information Technology
University of North Texas
Denton, TX05-2021
Skills
- Incident management (Sev 1–4), major incident handling, production support, operations support
- ITIL processes: incident, problem, change management, root cause analysis (RCA), post-incident review
- Monitoring and tools: ServiceNow, Jira, AWS, Datadog, Crashlytics, Postman, MongoDB
- Telecom and connected vehicle platforms: AT&T, Cisco Jasper, AT&T Care Portal, Verizon Thing Space
- Testing & Quality Assurance: Functional, Regression, Smoke, End-to-End, Performance & Stress Testing
- Cross-functional collaboration, stakeholder communication, vendor management, and SLA compliance
Timeline
Incident Management Specialist (Contract)
Toyota Motor North America
08.2023 - Current
Functional Test Engineer (Contract)
Toyota Motor North America
11.2021 - 04.2023
Bachelor of Arts - Information Technology
University of North Texas