Deepak Sharma
Incident Manager
Delhi
Summary
Results-driven Incident Manager with extensive experience in leading major incident response, minimizing business impact, and restoring services within SLA timelines. Proven ability to coordinate cross-functional teams, communicate clearly with stakeholders, and drive root cause analysis to prevent recurrence. Strong expertise in ITIL processes, operational excellence, and continuous service improvement in high-pressure, 24x7 environments.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Senior Specialist
HCL
02.2022 - Current
- Owned Major Incident lifecycle, from detection to resolution and stakeholder communication.
- Drove continuous improvement by translating incident trends into problem investigations and change initiatives.
- Partnered with Change Management to deploy fixes while minimizing production risk.
- Enhanced operational resilience through structured postincident reviews and preventive change execution.
Network Support Engineer
Aricent
11.2019 - 01.2022
- Served as Incident manager for P1/P2 outages, driving rapid triage and service restoration.
- Led crossfunctional teams under pressure to minimize business impact and meet SLAs.
- Owned realtime executive and stakeholder communication during critical incidents.
- Coordinated bridge calls, tracked actions, and ensured clear accountability until closure.
- Delivered accurate incident timelines, impact analysis, and RCA documentation.
- Driving preventive actions to reduce repeat incidents and improve service stability.
- Ensured adherence to ITIL Incident and Problem Management processes.
Process Developer
Genpact
03.2018 - 11.2019
- Managed highpriority (SEV1/SEV2) incidents to ensure quick service restoration.
- Coordinated with crossfunctional teams during outages.
- Led incident calls and provided timely status updates to stakeholders.
- Ensured incidents were logged, tracked, and resolved within SLA.
- Performed root cause analysis and drove corrective actions.
- Maintained incident documentation and reports.
Education
MBA - Retail and Marketing
IGNOU
New Delhi, India01-2013
BCA - undefined
IGNOU
01-2009
Skills
ServiceNow Administration
Management collaboration
Analytical thinking
Technical communication
Troubleshooting techniques
Emergency response
Certification
ServiceNow Administrator
Timeline
Senior Specialist
HCL
02.2022 - Current
Network Support Engineer
Aricent
11.2019 - 01.2022
Process Developer
Genpact
03.2018 - 11.2019
BCA - undefined
IGNOU
MBA - Retail and Marketing
IGNOU