Deepanshu Gulati
A601 ROF Ananda Sector 95
Summary
Adept at incident management and fostering team collaboration, I spearheaded high-priority resolutions at Sunlife Global Solutions, significantly enhancing process efficiency. My expertise in root cause analysis and vendor management, coupled with a knack for strategic stakeholder communication, has consistently driven project success and operational improvements.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Project Specialist - BIM
Sunlife Global Solutions
Gurgaon
09.2023 - Current
- Led the end-to-end resolution of high-priority business incidents, ensuring minimal disruption to operations and achieving targeted SLAs.
- Acted as the primary point of contact between technical teams, stakeholders, and management during incidents, providing timely updates and post-resolution summaries.
- Conducted detailed post-incident investigations, identifying root causes and implementing corrective actions to prevent recurrence.
- Collaborated with business leaders to assess incident impact, prioritize responses, and communicate effectively across all levels.
- Streamlined incident management workflows and introduced automation tools.
- Maintained detailed incident logs and produced performance metrics to inform future strategies and optimize processes.
- Led daily stand-ups, sprint planning, sprint reviews, and retrospectives to ensure effective collaboration and progress.
- Proactively identified and resolved blockers, ensuring the team’s focus on sprint goals and deliverables.
- Fostered open communication and collaboration across cross-functional teams, promoting a culture of trust and transparency.
- Worked closely with Product Owners to ensure the product backlog was well-defined, prioritized, and aligned with business goals.
- Drove process improvements by collecting feedback and implementing changes, resulting in enhanced team performance.
- Acted as a liaison between the development team and stakeholders, ensuring alignment on goals and priorities.
- Mediated conflicts within the team, maintaining a healthy and collaborative working environment.
Assistant Manager- Incident Management
GreyOrange
Gurugram
04.2023 - Current
- I helped plan schedules and delegate assignments to meet coverage and service demands.
- Mentoring team members to enhance professional development and accountability in the workplace.
- Established team priorities, maintained schedules, and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Managing and resolving escalated P1 issues until they are successfully resolved.
Senior Engineer- Incident Management
GreyOrange
Gurugram
10.2021 - 03.2023
- Work with other teams to identify improvement opportunities and ensure the end-to-end success of the Incident Management process.
- Led efforts to restore service in a timely manner for critical business functions, applications, and infrastructure services as part of a 22-member team (offshore+onshore), comprised of professionals from several different countries and time zones.
- Implemented and executed major incident management processes including invocation, ownership, escalation, communication, and restoration of service.
- Used ITIL best practices to support affected business units by managing, directing, coordinating, and communicating across multiple technical and non-technical teams which include application, infrastructure, third party suppliers, and business units.
- Creates incident related performance analysis and reporting for review by IT management. Prepared documentation and reporting for executive team on a weekly, monthly, and quarterly basis.
- Doing a comprehensive examination of a problem's core causes, including who, what, when, where, why, and how it originated.
- Take corrective measures based on best practices for recognizing causes and executing solutions.
- Coordination with other departments or expert consultation to discover answers to complicated challenges.
- Propose new procedures or methods to avoid future problems.
Critical Incident Manager
Teleperformance USA
Gurugram
12.2016 - 10.2021
- Handled high-priority incidents with exceptional poise and composure, making quick decisions in aneffort to reduce overall impact.
- Coordinating all priority incidents, events, and service requests in accordance with ITIL processes.
- Ensuring that the agreed-upon SLA time is maintained.
- Conducting conference calls with engineers and other Technical teams
- Leading the Root Cause Analysis (RCA) calls.
- Preparing the RCA report and sharing it with the client within the ETA.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
Technical Support Analyst
Techvedic Technologies Pvt Ltd
05.2016 - 12.2016
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Prepared technical responses to requests for quotes, assigning costs, timeframes, and alternative solutions.
- Designed astrategic plan for component development practices to support future projects.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Education
Bachelor of Technology - Electronics and Communication
Guru Nanak institute of Technology
Mullana2014
Skills
- Product and service knowledge
- Recruitment and hiring
- Understanding regulatory requirements
- Incident Management
- Problem Management
- Vendor management
- Root cause analysis
- Customer interaction
- Scrum processes
- Backlog management
- Sprint planning
Certification
- ITILV4
- SIAM Professional
- CSM
Personal details
- Father's Name: Sh.Surinder Kumar
- Date of birth: 16/05/1993
Education
Bachelor of Technology (GNIT)
Timeline
Project Specialist - BIM
Sunlife Global Solutions
09.2023 - Current
Assistant Manager- Incident Management
GreyOrange
04.2023 - Current
Senior Engineer- Incident Management
GreyOrange
10.2021 - 03.2023
Critical Incident Manager
Teleperformance USA
12.2016 - 10.2021
Technical Support Analyst
Techvedic Technologies Pvt Ltd
05.2016 - 12.2016
Bachelor of Technology - Electronics and Communication
Guru Nanak institute of Technology
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