Operations
P1 Incident Management — Establishing a Structured Escalation Process
Xyicon
2025–2026
90%+
Email & chat on-time response SLA after rollout
The situation
High-priority incidents needed more consistent response, escalation, ownership, communication and SLA adherence.
My responsibility
Narain helped define and roll out response expectations, escalation procedures, team responsibilities, process communication, SLA expectations and L1/L2 coordination.
The approach
Identify the operational gap in high-priority incident handling.
Define clearer response expectations and escalation procedures.
Align team responsibilities across L1 and L2 support.
Communicate process expectations and monitor SLA performance.
The result
On-time response reached 90%+ across email and chat during 2025–2026, up from a substantially lower baseline.
What this demonstrates
“I identified an operational gap, created structure around it and helped improve measurable SLA performance.”
Looking for someone who can connect customers, operations and delivery?
I bring customer-facing ownership, commercial awareness and structured operational thinking to complex B2B environments.