Madhup Vatsa
About Madhup Vatsa
Madhup Vatsa is a System Lead in IT Infrastructure at Xceedance, where he has worked since 2020. Previously, he held various roles in incident management and customer experience at MODE - Mobile Decisioning Holding Ltd and iGATE Patni, demonstrating expertise in service delivery and asset management.
Current Role at Xceedance
Madhup Vatsa serves as the System Lead for IT Infrastructure at Xceedance since 2020. In this role, he is responsible for overseeing the IT infrastructure systems, ensuring optimal performance and reliability. His position involves collaboration with various teams to enhance service delivery and operational efficiency. Madhup's expertise in incident management and customer experience contributes to the overall effectiveness of the IT operations at Xceedance.
Previous Experience at MODE
Prior to his current role, Madhup Vatsa worked at MODE - Mobile Decisioning Holding Ltd from 2014 to 2019 as an Incident Manager. He ensured a response time of less than 30 minutes for all incoming tickets, demonstrating his commitment to efficient service delivery. Madhup chaired weekly service delivery meetings that included technical stakeholders and leadership, focusing on operational improvements. He also managed the global complaints and escalation desk, showcasing his ability to handle complex issues.
Career Background at iGATE Patni
Madhup Vatsa began his career at iGATE Patni, where he worked as a Team Lead in Incident Management from 2010 to 2012. In this capacity, he managed end-to-end asset management for computing devices on a global scale. He prepared and shared root cause analysis documents with stakeholders and conducted quarterly analyses of repetitive incidents to drive problem management initiatives. His role required him to be the single point of contact for all priority tickets, ensuring timely resolutions.
Achievements in Incident Management
Throughout his career, Madhup Vatsa has demonstrated significant achievements in incident management. At MODE, he dispatched over 1200 laptops across the country during the lockdown, showcasing his ability to adapt to challenging circumstances. He also managed the ticketing tool creation and updates through vendors, ensuring timely support for defects. His proactive approach in conducting root cause analyses and initiating problem management has contributed to improved operational processes.