Summary
Overview
Work History
Education
Skills
Certification
Personallinks
Timeline
Hi, I’m

Gagan BS

Bangalore
Gagan BS

Summary

Enthusiastic and eager to contribute to the team's success, through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel. Having experience in the IT Industry since 2009. Recognized consistently for performance excellence and contributions to success. Team Player, Collaborator and a Quick Learner. Interested to UpSkill and grow skillfully.

Overview

15
years of professional experience
13

Certifications

Work History

Broadcom Inc.

Lead Technical Incident and Problem Manager
11.2023 - Current

Job overview

  • As a Critical Incident Manager, I was responsible to coordinate technology related critical incidents and document a thorough synopsis of events from the onset of the critical incident through restoration of service
  • I was also responsible for ensuring a proper root cause analysis occurs after any and all critical incidents
  • Additionally, the oversight and driving of root cause resolution implementation for all technology problems was a primary responsibility of the position
  • The role required to have a strong comprehension of incident response at a technical level, who could command a meeting and crisis, work well with other people and have a strong verbal and written communication skills, a sense of diplomacy, ability to anticipate obstacles, and decision-making skills while handling incidents
  • Focus was on reducing the mean time to resolution and improving availability of the IT Services/Information Technology applications and infrastructure
  • Was responsible for ongoing readouts and other communications with our Service teams.

VMware Software India Pvt. Ltd.

Lead Technical Incident and Problem Manager
10.2018 - 11.2023

Job overview

  • Promoted superior experience by addressing concerns, demonstrating empathy and resolving problems swiftly
  • Met all guidelines including service level, handle time and productivity
  • Took ownership of the NPM Project from the Security team and drove this to closure
  • Facilitating / Organizing trainings for Command Center
  • Resolved queries or provided guidance (both offline and online) when needed to the SRE's
  • Responsible for ongoing readouts and other communications with Service teams
  • Responsible for communicating incident status at all levels including Executive Leadership
  • Proactively identify and remediate critical incident causes (critical incident avoidance)
  • Continually analyze and report on service impact (Outages and customer impact tied to critical incidents)
  • Work alongside other Incident Management Teams to respond to critical incidents quickly and effectively
  • Apply ITIL4 knowledge for incident handling
  • Drove Problem Management efforts through resolution implementation (working directly with technical delivery staff and our change management team to implement root cause analysis findings / solutions)
  • Drive accountability through problem efforts (owning the coordination of problem related efforts and ensuring delivery service teams are meeting deadlines)
  • Established and maintained baseline metrics to properly show measurable improvement over time from both a Critical Incident and Problem Management perspective
  • Established and maintained consistency in relation to Critical Incident and Problem Management processes
  • Developed new and maintain existing technical procedures (RunBook documentation) and operational instructions in our organization's knowledge base (both within scope of Critical Incident Management / Problem Management and otherwise)
  • Jira and Grafana Dashboards implementation
  • Assisted in the day-to-day operational activities of the Incident Management team.

MICROLAND

Associate SME Networks
11.2017 - 10.2018

Job overview

  • Troubleshooting & administration of routers, switches, terminal servers, wireless Controllers and AP's monitoring tools, Aruba Airwave and Cisco Prime /HP IMC/ Airwave
  • Radius Activation / Deletions / Synchronization - AAA server
  • Adding/Deleting devices to radius server policies
  • Able to recommend and execute workarounds to restore disrupted services by efficiently and effectively following standard and predefined Performance Management & Optimization Responsible for Change Tickets, Incident Tickets, Problem Tickets
  • DNS records management via Alcatel Lucent QIP tool (Adding of Static/M-DHCP/ D-DHCP Objects through GUI for Daimler AG
  • Zone transfers - Primary and Secondary Zone failovers through Linux server prompt
  • DHCP Generations and Alias Creations
  • Tools - QIP, Splunk Syslog server, Cisco ACS Primar v4.2, VMware Horizon Client, CA Spectrum
  • Handling Wireless scenarios - Cisco/HP/Aruba WLC's
  • Active Directory Lookup's
  • Usual Issues Handled: STP, Entity Sensor, Network Performance, OSPF Neighbor State Changes, User Account Management, SNMP Related, Memory and CPU Utilization, iOS Upgrades, ProLiant Checks, VRRP State changes
  • Reporting - Availability Report, Audit Report, RCA for Problem tickets.

HEWLETT PACKARD

Technology Solutions Consultant II
05.2014 - 11.2017

Job overview

  • Profile 1: Technology Solutions Consultant II
  • TAC/Break-Fix
  • LAN configuration- Vlans, Trunks, Ether-channels, inter VLAN routing which includes initial setup and troubleshooting
  • Experience of various layer2 (STP, RSTP, MSTP, VLAN, LACP, Ethernet etc) and layer3 Protocols (OSPF, RIP, IPV4), Basics of Multicast and QoS
  • Troubleshooting Hardware/Networking/OS related queries of our global customers Over Phone which involves working in different time zones
  • Taking calls from Global customers and initiate the right response to them positively and professionally
  • Troubleshooting Real Time Issues like Packet Drops, High Latency, Link Loss, Config issues related to STP, Uplinks between switches, DHCP Issues, VOIP, etc
  • Support Wireless products (MSM, H3C/Unified) with setup and troubleshooting
  • Products Handled - Procurve, 3Com/H3C (Wired and Wireless), Aruba
  • Firmware Upgrades (Wired and Wireless)
  • Mobility Boot Camp training from Aruba on Aruba products - Aruba 72xx series controllers, IAP's, RAP's, CAP's, Licensing, Whitelisting, MAS switches, etc including Initial setup and WLAN configuration and Introduction to Aruba Airwave and ClearPass
  • Basics of Mesh Access Points, IDS and IPS, Control Plane Security, Master/Local Redundancy, ARM, AAA Profiling
  • Profile 2: Technical Lead/Team Mentor
  • Shift Management (Preparing Roster, Leave and WFH approvals)
  • Training newcomers on Networking fundamentals topics, HP Infra Setup, Tools, Call handling and Devices Support
  • Taking Escalation calls from customers to bring the situation under control
  • Technical Assistance to L1 engineers
  • Event Management (Training, Fun Events, CSR Planner).

CABLE & WIRELESS WORLDWIDE

Network Consultant
02.2010 - 01.2013

Job overview

  • Profile 1: (Monitoring)
  • Monitoring WAN links basic Diagnosis and Troubleshooting
  • Dealing with Fault tickets - ticket raising using BMC Remedy 7.5
  • Management of shifts
  • Preparation of LWI's (Manuals) and updating databases used for diagnosis
  • Profile 2: (First Line - L1)
  • Troubleshooting and diagnosis of reactive and fault tickets at L1 level
  • Constant co-ordination with Licensed Operators in UK (BT), US (AT&T), India (Bharti) and around the world via call, mail, etc
  • Working on link down issues, latency and packet drop issues
  • Dealing with Serial links, Ethernet links and ATM/Frame Relay links
  • Dealing with Adva - FSP150 restoration
  • Working on SRSA Routers - IPSec Tunneling
  • Basic troubleshooting on BGP and OSPF Issues.

Education

Visveswaraya Technological University
Bangalore, Karnataka

Bachelor of Science from Electronics and Communication
06.2009

University Overview

Christ College
Bangalore, Karnataka

High School Diploma from PCMB
03.2005

University Overview

Skills

  • Networking
  • Cloud Computing - AWS, Azure, VMware
  • Major Incident Management/Incident Response
  • Problem Management, Change Management
  • IT Service Management
  • Observability
  • VMware Technologies - Virtualization - Networking, Data Center
  • Containers/Docker/Kubernetes
  • Communication (Status Page), Leadership, Multitasking, Cadence and Collaboration
  • Jira Service Management, Slack and PagerDuty
  • Languages: English, Kannada, Telugu, Hindi, Tamil, Malayalam
  • Incident Management
  • Analytical mindset
  • Stakeholder Management
  • Problem Analysis
  • Customer communications
  • Escalation management
  • Training and mentoring
  • Operations Management

Certification

  • Cisco Certified Network Assosciate - CCNA
  • Cisco Certified Network Professional - CCNP
  • AWS Certified Solutions Architect - Associate
  • VMware DataCenter Virtualization Professional (VCP-DCV)
  • VMware Network Virtualization Professional (VCP-NV)
  • Double VCP - Data Center Virtualization & Network Virtualization
  • VMware vSphere 6.7 Foundation
  • ITILv4 Foundation
  • Microsoft Certifiied: Azure Fundamentals
  • Pagerduty Incident Responder
  • PagerDuty Foundational Practitioner Certification
  • Slack Certified: Get started with Slack basics
  • Slack Certified: Drive etiquette and productivity

Personallinks

Personallinks
LinkedIn, Facebook, Twitter

Timeline

Lead Technical Incident and Problem Manager
Broadcom Inc.
11.2023 - Current
Lead Technical Incident and Problem Manager
VMware Software India Pvt. Ltd.
10.2018 - 11.2023
Associate SME Networks
MICROLAND
11.2017 - 10.2018
Technology Solutions Consultant II
HEWLETT PACKARD
05.2014 - 11.2017
Network Consultant
CABLE & WIRELESS WORLDWIDE
02.2010 - 01.2013
Visveswaraya Technological University
Bachelor of Science from Electronics and Communication
Christ College
High School Diploma from PCMB

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