Joel Pinto

Major Incident Manager - Global Operations Center and NOC L1 Monitoring @ Teva Pharmaceuticals

About

As an ITIL-certified Major Incident Manager with 6 years of front-line command experience, I lead from the front when seconds matter and stakes are high. I’ve managed hundreds of P1/P2 incidents across enterprise hybrid cloud environments, restoring critical services, protecting uptime, and driving operational resilience when it matters most. War room facilitator. RCA expert. Stakeholder communicator. Operational strategist. I turn scattered crisis moments into structured, high-speed recoveries — delivering clear actions, rapid escalations, and executive-level updates without the drama. I’ve commanded bridges across ServiceNow, OBM, SolarWinds, BigPanda, VMware, and Azure landscapes, leading multi-vendor, cross-functional teams and delivering a 30%+ reduction in downtime and 97% SLA compliance in dynamic enterprise ecosystems. Every incident is a chance to improve operational stability and earn business trust. I don’t chase problems — I fix them, learn from them, and make sure they don’t happen again. If you’re looking for a calm, decisive leader to command your next critical incident, I’m ready.

Country

City

India

Industry

Information Technology & Services

Skill

DevOps Incident Management, Change Management, War Room & Bridge Facilitation, SLA & KPI Governance, NOC, Comman Center Operations, Shareholder Communications, Metrics Reporting, Escalations Management, RCA, Event Monitoring, Service-Level Agreements (SLA), ITSM, Troubleshooting, Computer Science, Event Ticketing, P2, Network Monitoring Tools, Incident Reporting, Handover

Experience

Major Incident Manager - Global Operations Center and NOC L1 Monitoring

Teva Pharmaceuticals

2024-3 - Present · 2 yrs 7 mos

Bengaluru, Karnataka, India

Directed the lifecycle of 10+ Major/Critical incidents per month, achieving a 97% SLA adherence rate. Reduced average P1 incident resolution time by 30% through structured War Room coordination and proactive communication. Monitored and triaged enterprise-wide alerts via OBM and BigPanda, identifying and mitigating potential disruptions before escalation. Conducted Post-Incident RCA sessions and problem investigations, reducing repeat incidents by 25% in 12 months. Maintained real-time executive status updates during Major Incidents and published incident summaries within 24 hours post-closure. Authored and enforced Major Incident SOPs to standardize escalation and resolution workflows, improving operational consistency. Led War Room bridge calls with 10+ resolver groups, restoring services for business-critical systems within an average of 40 minutes. Developed SLA reporting dashboards and executive summaries, improving leadership visibility on incident trends and RCA outcomes.

System Engineer

Infosys

2019-6 - 2024-4 · 4 yrs 11 mos

Bengaluru, Karnataka, India

Managed 250+ P1/P2 incidents annually across hybrid cloud infrastructure and enterprise applications, achieving 95%+ SLA compliance. Led War Room bridge calls with 10+ resolver groups, restoring services for business-critical systems within an average of 40 minutes. Developed SLA reporting dashboards and executive summaries, improving leadership visibility on incident trends and RCA outcomes. Streamlined Asset Management operations in ServiceNow, governing 25,000+ CI records and reducing data redundancy by 35%. Automated server migration and lease renewals using PowerShell scripting, reducing manual workload by 40%. Served as SME for Major Incident Management processes, onboarding and mentoring new incident managers and Command Center engineers