Open to opportunities

Gergo Varga

@gergovarga

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IT Service Management consultant specializing in ITIL process excellence.

Spain

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What I'm looking for

I seek a senior ITSM role where I can lead ITIL process improvements, manage major incidents, mentor teams, and drive operational excellence in a collaborative, international environment.

I am an IT Service Management consultant with 12+ years of experience designing, documenting, and continuously improving ITIL-based service operations across global and enterprise environments. I have led Major Incident Management, Problem, Change, Event, Knowledge, and Service Level Management activities, delivered process documentation, SOPs, training, and governance, and supported 24/7 operations and nearshore transitions.

My strengths include translating ITIL frameworks into scalable operational processes, driving quality through KPI analysis and service reporting, and leading cross-functional teams during critical incidents and transitions. I am certified in Major Incident Management, fluent in English and German, and proficient with tools such as ServiceNow, HP Service Manager, xMatters, Icinga, SCOM, Visio, Tableau, and Power BI.

Experience

Work history, roles, and key accomplishments

Current

ITSM Consultant

Current

Wipro FullStride Cloud

Jan 2024 - Present (1 year 9 months)

Owns ITIL service management and operational activities for Volkswagen Financial Services AG managed services, led major incident calls and 24/7 on-call support, and established a Nearshore Delivery Center with 11 staff to provide continuous monitoring.

ITIL Incident Management Change Management Problem Management ServiceNow SOPs Visio

IT Service Management Consultant

Aldi South IT ITO

Jan 2023 - Jan 2024 (1 year)

Defined service management standards and policies for global Stores IT, coordinated international technical teams, monitored KPIs, and improved service quality through process optimization and best-practice guidance.

ITIL Agile Quality Problem Management Knowledge Management KPIs Root Cause Analysis

Major Incident Manager

Thermo Fisher Scientific

Feb 2020 - Jan 2023 (2 years 11 months)

Managed global major incidents and problem handovers, conducted business impact assessments and crisis calls, produced SITREPs for leadership, and contributed to CMDB data and SOP development to reduce disruption.

Problem Management Business Impact SAP SQL AWS

Major Incident Manager

NTT Data

Mar 2019 - Feb 2020 (11 months)

Led real-time analysis and coordination of major incidents for global IT, captured incident details for continuous improvement, and communicated updates to senior business and IT leadership.

ITIL Documentation Root Cause Analysis

Lead Incident Manager

Deutsche Telekom IT Solutions

Feb 2017 - Jan 2019 (1 year 11 months)

Provided ITIL-based incident and event management for automotive systems, supported Linux/Windows environments, led post-incident RCA documentation, and maintained 24/7 on-call support for high-profile clients.

Incident Management Event Management Linux Windows Networking Root Cause Analysis Escalation Management Monitoring

Incident Manager

Deutsche Telekom IT Solutions

Feb 2012 - Feb 2017 (5 years)

Served as single point of contact in IT operations, managed SLAs and operational calls, provided ITIL support to English and German customers, and implemented best practices for operations reporting and on-call delivery.

Incident Management SLA Management Monitoring Service Desk Reporting