GAURAV VARSHNI
Noida
Summary
Results-driven and detail-oriented Incident Manager with over 9 years of experience in managing and resolving critical incidents to ensure business continuity and service reliability. Proven expertise in end-to-end incident lifecycle management, including detection, resolution, and post-incident review. Skilled in leveraging ITIL frameworks, advanced monitoring tools, and automation to minimize downtime and improve operational efficiency. Adept at collaborating with cross-functional teams, communicating effectively with stakeholders, and driving continuous improvement initiatives. Recognized for strong problem-solving abilities, crisis management skills, and a customer-focused approach to maintaining service excellence.
Overview
10
10
years of professional experience
Work History
Incident Manager - IT Operation Analyst II
MoneyGram
Noida
10.2024 - Current
- Lead the end-to-end management of critical incidents, ensuring minimal disruption to financial services and systems.
- Collaborate with IT, cybersecurity, and compliance teams to resolve incidents within SLA timelines.
- Conduct root cause analysis (RCA) and post-incident reviews to identify areas for improvement and prevent recurrence.
- Monitor system performance using tools like Splunk, Imperva, and Logic Monitor, proactively identifying and resolving potential issues.
- Conducted post-incident reviews to assess effectiveness of incident management processes.
- Documented incident details in knowledge base articles for future reference purposes.
- Communicate incident status and resolution updates to senior management and external stakeholders, ensuring transparency and trust.
Major Incident Manager
Ericsson Global India Limited
Noida
04.2019 - 09.2024
- Led a team of 16 members, overseeing all aspects of tier-1 operations.
- Major incident handling, including facilitating multi-team technical bridges and communications.
- Worked with cross-functional teams to achieve goals.
- Responsible for the end-to-end Incident Management process and tracks Key Performance Indicators (KPIs) and metrics toward the same.
- Skilled in network monitoring tools (SolarWinds, Nagios), and incident management tools (ServiceNow, Jira, Remedy).
- Lead the end-to-end management of critical incidents, ensuring minimal disruption to telecom services and network performance.
- Accurately document and report on all incident activities, as well as create internal and customer-facing Post-Incident Reports for major incidents.
- Creating a Major Incident Report for high-impact incidents.
- Facilitate post-incident review meetings to drive root cause analysis, lessons learned, and follow-up action items.
- Contribute to the creation of weekly and monthly incident reports of all these incidents for trend analyses and lessons learned.
- Develop and execute incident communication plans, ensuring timely updates to stakeholders, and accurate documentation throughout the incident lifecycle.
- Conduct preliminary incident triaging, and proactively manage incidents to minimize customer impact, and meet SLAs.
- Worked in Jeopardy Management to ensure that tickets meet their desired SLAs and KPIs.
- Collaborated with the Automation and LCM teams to share requirements and prepare the Method of Procedure (MOP) for various automated reports and ticket automation.
- Managing and communicating with field traffic supervisors.
- Completed day-to-day duties accurately and efficiently.
NOC Engineer/Domain Support Specialist
Coriant India (Off-Roll)
Delhi
06.2015 - 03.2019
- Technical support for DWDM and PTN networks at RailTel Corporation of India Limited.
- Provide support and fault rectification for the DWDM NE HIT7300.
- Provide technical support for PTN NE 7090–92M and 7090–8M.
- Bandwidth capacity tracking and maintenance.
- Expansion of environmental and facility alarm systems.
- Network Equipment (NE) health checkup.
- Servers' health checkup and maintenance.
- Communicated with clients to understand system requirements.
- Completed day-to-day duties accurately and efficiently.
Education
Bachelor of Technology - Electronics & Communication Engineering
Uttarakhand Technical University
BTKIT Dwarahat06.2014
Skills
- IT Service Management
- ITIL 4
- Incident and Crisis Management
- Stakeholder Management
- Change Management
- Incident priority assessment
- Root-cause analysis
- SLA management
- ITIL Framework and Best Practices
- Leadership and collaboration
- Post incident reviews
- DWDM/PTN
Affiliations
- Incident Management Tools: ServiceNow, Jira, Remedy
- Network Monitoring Tools: Splunk, SolarWinds, Nagios, Imperva, Logic Monitor
- Collaboration Tools: Microsoft Teams, Slack, Zoom
Projects
- Telefonica - UK
- Telnet - Belgium
- LLA - Bahamas
- LLA - Puerto Rico
- RailTel - India
- Vodafone - India
Accomplishments
- Impact Award - Outstanding Impact on Business
- Iron Pillar Award - Appreciation from customer for outstanding performance
- Ace Award - Exceptional contribution in preparing plans for process improvement
Languages
French
First Language
Timeline
Incident Manager - IT Operation Analyst II
MoneyGram
10.2024 - Current
Major Incident Manager
Ericsson Global India Limited
04.2019 - 09.2024
NOC Engineer/Domain Support Specialist
Coriant India (Off-Roll)
06.2015 - 03.2019
Bachelor of Technology - Electronics & Communication Engineering
Uttarakhand Technical University
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