Shrey Mehrotra
Gurugram,Haryana
Summary
Incident, Change, Problem, and Service Reliability Engineer with 6+ years of experience improving service uptime, operational stability, and reliability in enterprise environments. Proven track record of reducing MTTR by driving structured incident resolution, optimizing monitoring/alerting pipelines, and ensuring adherence to SLOs and error budgets. Adept at leading cross-functional bridges, performing RCA/PIRs, and implementing preventive measures that cut repeat incidents by 25%+. Strong communicator skilled in stakeholder management, change governance, and post-incident reviews.
Overview
6
6
years of professional experience
Work History
INCIDENT RESPONSE ANALYST (Incident, Problem and Change Manager)
Cosm Technologies India Pvt Ltd
04.2024 - Current
- Led end-to-end incident lifecycle for P1/P2 outages across AWS, GCP and on-prem infrastructure, coordinating resolver teams and ensuring SLA compliance.
- Implemented and optimized real-time telemetry and alerting pipelines for SaaS platforms using Prometheus, CloudWatch, Grafana, and related tools, achieving 40% reduction in MTTD.
- Acted as the primary point of contact during critical incidents, performed first level troubleshooting, ensured >99.95% service uptime by swiftly resolving P1/P2 incidents via ServiceNow workflows, and leading cross-functional bridges for incident resolution.
- Delivered accurate, timely communication to stakeholders including customers and vendors.
- Conducted root cause analysis (RCA) and post-incident reviews (PIR) with stakeholders from Product, Engineering, and Support, leading to 25% fewer repeat incidents.
- Ensured strict adherence to escalation protocols while maintaining high-quality incident documentation, SOPs, and technical guides.
- Reduced resolution time by 30% through streamlined processes and effective leadership during outages.
- Integrated SLO and error budget tracking into monitoring systems to guide operational priorities.
Senior Incident & Problem Management
British Telecom
09.2021 - 04.2024
- Led end-to-end lifecycle of P1/P2 incidents, achieving >95% SLA adherence and ensuring rapid mitigation and resolution.
- Participated in on-call rotations for high-severity events, performing first-line fixes and escalating with complete technical context.
- Managed 24×7 monitoring of enterprise LAN/WAN, VPNs, firewalls, and cloud workloads.
- Delivered real-time updates and periodic reports to key stakeholders during major outages.
- Conducted impact and risk assessments to prioritize incidents based on urgency, business impact, and SLAs.
- Facilitated Post-Incident Reviews (PIRs), collaborated with cross-functional teams on preventive measures, and ensured resolution steps were captured in knowledge bases.
- Created Major Incident Reports (MIRs), RCA documentation, and maintained detailed records in ServiceNow.
- Developed proactive alerts in LogicMonitor, ThousandEyes, and GCP Monitoring to catch degradations before impact.
- Assisted in service failover testing for DR readiness.
- Delivered training and knowledge-sharing sessions across teams and new joiners to reduce recurrence of major incidents.
- Drove trend analysis and proactive strategies to enhance service reliability and reduce incident volume.
Service Reliability Engineer(SRE)
British Telecom
10.2020 - 09.2021
- Responsible for providing troubleshooting for open incidents related to network issues including firewalls, VPNs, routers, and switches.
- Optimized router settings for customer-specific and failover requirements, while creating RCAs, SOPs, and runbooks to reduce incident recurrence.
- Troubleshooting experience on network performance like QoS, Bandwidth policing, Traffic shaping, Latency, Jitter, bandwidth utilisation.
- Implemented end-to-end service monitoring for cloud applications using Prometheus, CloudWatch, and Grafana, improving MTTD by 35%.
- Defined and tracked SLOs, SLIs, and error budgets for critical services, providing actionable insights to development and product teams.
- Tracked transmission alarms in NMS, diagnosed affected circuits, and executed remediation plans in coordination with MPLS core and transmission teams.
- Products we support for these customers are MPLS, Internet, ISDN, ADSL/DSL, VoIP etc. and handle escalated cases and ensure customers for timely resolution SLA management, and incident quality management.
- Technical troubleshooting with circuit providers and hardware (Router and Switches) vendors and on data circuit connectivity like serial and Ethernet.
Technical Content Developer
PrepInsta Technologies Pvt Ltd
04.2019 - 09.2020
- Prepared SEO-based Content for the website related to the company's product.
- Prepared content and questions related to Logical, Aptitude and English.
- Provided mentorship to summer interns on company’s products.
- Awarded for the best SEO page.
Education
B.tech - Electronics and Communications
Dr. A. P. J. Abdul Kalam Technical University
Raj Kumar Goel Institute Of Technology06.2019
Skills
- Major Incident Management (MIM)
- Problem Management (RCA & PIR)
- ITIL Framework (Incident, Change, Problem)
- Stakeholder Communication
- Team Collaboration and Leadership
- ServiceNow, Jira
- Experienced in managing AWS cloud solutions(EC2, IAM, RDS, ELB, etc)
- Tools: SolarWinds, Grafana, Prometheus, Sevone, ThousandEyes, Cloud watch, NPMD, PuTTY, Cisco Meraki, Palo Alto
- SLA Management & Escalation Handling
- CAB & Change Coordination
- Automation Escalation Workflows
- On-Call Coordination / 24x7 Support
- Protocols: TCP/IP OSPF, BGP, EIGRP, STP, DTP, VTP, VLAN, VPN, MPLS, NAT, TACACS
- Network and Security Concepts like CCNA, CCNP, PCNSE
- Operating System- Linux, windows
- Languages: JAVA, Python(basic)
- Good understanding of REST APIs
- Good knowledge of Microsoft Excel, PowerPoint and Data Management Systems(MySQL, PostgreSQL, Oracle DB)
Timeline
INCIDENT RESPONSE ANALYST (Incident, Problem and Change Manager)
Cosm Technologies India Pvt Ltd
04.2024 - Current
Senior Incident & Problem Management
British Telecom
09.2021 - 04.2024
Service Reliability Engineer(SRE)
British Telecom
10.2020 - 09.2021
Technical Content Developer
PrepInsta Technologies Pvt Ltd
04.2019 - 09.2020
B.tech - Electronics and Communications
Dr. A. P. J. Abdul Kalam Technical University
Hobbies and Interests
Traveling, Gym, Gaming, Watching movies, series, Learning new skills
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