Saurabh Srivastava
Principal Incident Commander
Bangalore,KA
Summary
Principal Incident Manager with 9+ years of IT experience leading critical incident response and driving the rapid resolution of complex, high-impact issues. Experienced in managing IT incidents, minimizing business disruption, and ensuring service continuity. Skilled in problem-solving, crisis management, and clear stakeholder communication, with a strong focus on collaboration, adaptability, and delivering results. Proficient in ITIL frameworks and stakeholder engagement, with a reliable, strategic, and proactive approach to incident management and resolution.
Overview
2
2
Certifications
9
9
years of professional experience
Work History
Principal Incident Manager
Pega
04.2026 - Current
- Managed global Pega product incidents across on-prem, client cloud, and Pega Cloud environments to resolve infrastructure issues impacting Pega Cloud clients.
- Led multi-client incident bridges across APAC, EMEA, and NA regions, ensuring effective global coordination during critical outages.
- Managed global Pega product incidents across on-prem, client cloud, and Pega Cloud environments, addressing infrastructure issues to support Pega Cloud clients.
- Leveraged AI tools to streamline MCI management, lower MTTR, and standardize incident bridge execution.
- Led global incident response for Pega product and cloud issues, overseeing resolution of 100+ monthly Sev 1 incidents to minimize service disruption.
- Drafted and presented deep-dive documents and reports on policy and process gaps to senior executives, facilitating informed decision-making.
Senior Incident Manager
Oracle India Private Limited
08.2020 - Current
- Own APAC-wide SEV1/SEV2 Major Incident lifecycle ensuring SLA-driven restoration across enterprise IT services.
- Owned incident prioritization and escalation governance for high-impact production outages, minimizing business disruption and reducing escalations through structured coordination.
- Acted as APAC SPOC and primary escalation authority for cross-service critical issues, ensuring timely resolution and effective communication.
- Lead war-room bridges across infrastructure, application, network, and security teams.
- Publish structured executive communications during active incidents.
- Analyzed incident trends and KPIs to identify areas for continual service improvement and enhance incident response strategies.
- Strengthened knowledge management practices by documenting known errors, workarounds, and incident learnings, improving operational readiness across teams.
- Ensured structured and timely communication compliance during major outages by providing periodic updates to business stakeholders and senior leadership.
- Identify and implement automation opportunities in Incident Management workflows.
Technical Analyst
Oracle India Private Limited
08.2018 - 08.2019
- Managed IAM operations including provisioning and MFA enablement.
- Managed IAM operations, enabling secure access through provisioning and MFA implementation.
- Resolved security, compliance, and network incidents, ensuring operational integrity and adherence to standards.
- Trained engineers in the APAC region during their onboarding process.
Technical Support Associate
Convergys India Pvt. Ltd
04.2017 - 08.2018
- Delivered global technical support for Windows OS and Microsoft Office environments, ensuring timely resolution of issues.
- Ensured SLA compliance while achieving high customer satisfaction through effective troubleshooting and communication.
- Resolved complex technical issues for diverse customer inquiries through effective troubleshooting techniques.
- Provided real-time support for customers using various software applications and tools, enhancing user experience.
- Collaborated with cross-functional teams to streamline processes and improve service delivery efficiency.
Education
Bachelor of Engineering - Computer Science
Visvesvaraya Technological University (VTU)
01-2016
Skills
ITSM Tools: Jira Service Desk, RightNow, Genesys
Certification
ITIL Foundation v4
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Principal Incident Manager
Pega
04.2026 - Current
Senior Incident Manager
Oracle India Private Limited
08.2020 - Current
Technical Analyst
Oracle India Private Limited
08.2018 - 08.2019
Technical Support Associate
Convergys India Pvt. Ltd
04.2017 - 08.2018
Bachelor of Engineering - Computer Science
Visvesvaraya Technological University (VTU)
CORE COMPETENCIES
- Major Incident Management (SEV1/SEV2)
- War Room & Cross-Functional Coordination
- Executive Stakeholder Communication
- Business Impact & Risk Assessment
- Process Optimization & Automation
- Interviewing, Training & Team Mentorship