GAGAN DEEP VERMA

Accomplished IT professional with expertise in process automation, backup & storage management, and disaster recovery. Demonstrates proficiency in data migration, capacity planning, and SAN & NAS administration. Committed to performance tuning and ensuring RTO/RPO adherence to optimize system reliability and efficiency.

• People Management
• Cross-skilling
• Timely SLA delivery
• Process Management
• Vendor Management
• Daily Operations Management
• Escalation handling
• Audit and Compliance
• Performance Management
• Shift Management
• Project Management
• Risk Management

• Introduction to ITILv4
• Introduction to AI and Generative AI
• Prompt Engineering with ChatGPT
• Project Management 101
• ISMv3

Storage: Dell Compellent, PowerVault, EMC- Unity, VNX, VNXe, Isilon, Net-App, Huawei, 

Backup: CommVault, Rubrik, Avamar, Netbackup, Vaeem

Data Archival: Data domain, IBM tape library

OS: Windows server 2008 R2/2012/2016/2019/2022/2025

Tickets and Incidents: ServiceNow, Service 360, Salesforce, Jira

Monitoring: SolarWinds, SAM, Splunk, Grafana, ScienceLogic EM7

Virtualization: VMware vCenter, Hyper-V, OpenStack

Cloud: Azure and Google

Others: MOVEit, S2 security, Ansible

1. Technical Leadership

• Lead architecture, design, and implementation of enterprise storage and backup solutions (SAN, NAS, Object Storage, DR solutions).
• Ensure high availability, scalability, and performance optimization of storage infrastructure.
• Drive backup strategies including full, incremental, differential, replication, and disaster recovery planning.
• Manage tools like backup software, deduplication, snapshot technologies, and cloud backup integrations.
• Perform root cause analysis (RCA) for critical incidents and implement preventive measures.

2. Team Management & Leadership  

• Lead and mentor a team of ~20 engineers across L1/L2/L3 support tiers.
• Conduct regular performance reviews, training plans, and skill development initiatives.
• Foster a collaborative and high-performance work environment.
• Delegate tasks effectively and ensure accountability across the team.

3. Roster & Shift Management 

• Plan and manage 24x7 shift rosters ensuring optimal resource utilization.
• Handle on-call scheduling, escalation coverage, and backup resources.
• Ensure adherence to SLAs during all shifts, including weekends and holidays.

4. Client Delivery & Service Management

• Act as the primary technical escalation point for clients.
• Ensure timely delivery of services aligned with SLAs and KPIs.
• Manage incident, problem, and change management processes.
• Conduct regular service review meetings and maintain client satisfaction.
• Coordinate with cross-functional teams for seamless service delivery.

5. Incident & Service Call Management 

• Oversee major incident handling and drive war-room calls.
• Ensure quick resolution of P1/P2 issues with minimal business impact.
• Maintain incident reports, RCA documentation, and corrective action plans.
• Track recurring issues and implement long-term fixes.

6. Reporting & Deck Preparation 

• Prepare executive-level reports, dashboards, and presentations.
• Deliver service performance decks (weekly/monthly/quarterly).
• Present metrics like SLA adherence, incident trends, capacity utilization, and improvement plans.
• Support leadership with data-driven insights for decision-making.

7. Process Improvement & Governance 

• Identify process gaps and drive automation/optimization initiatives.
• Implement ITIL best practices across incident, change, and problem management.
• Ensure compliance with organizational and client policies.