Sachin Verma
@sachinverma1989
IT Operations leader focused on Major Incident Management, ServiceNow-driven ITSM, and 24x7 command center reliability.
IndiaWhat I'm looking for
I’m an IT Operations and Major Incident Management professional with 12+ years of experience across global service desk operations, command center management, ITSM, and service delivery. I’ve led 24x7 operations and coordinated end-to-end service restoration for enterprise environments supporting thousands of users globally.
I’m experienced in managing P1/P2 major incidents as a central point of contact, facilitating incident bridges, and delivering clear stakeholder and executive communication throughout the incident lifecycle. I also drive SLA/KPI governance, monitor service health using ServiceNow dashboards and observability platforms, and improve performance by managing backlogs and operational metrics. Along the way, I’ve partnered with problem and change management teams to reduce recurring incidents and operational risks, while building runbooks, SOPs, and escalation matrices to strengthen response effectiveness.
I take operational excellence personally: proactive governance, consistent incident handling, and continuous improvement are how I support business-critical services with confidence. I’m especially interested in roles where I can strengthen service reliability and partner closely with IT operations leadership, service management teams, and stakeholders to improve outcomes.
Experience
Work history, roles, and key accomplishments
• Led 24x7 Global Command Center operations supporting a large enterprise environment.
• Acted as the central point of contact for P1/P2 Major Incidents and coordinated end-to-end service restoration activities.
• Managed and guided a global IT Service Desk team of 30+ analysts, SMEs, and support personnel across multiple shifts.
• Facilitated incident bridges, stakeholder communications, executiv
Command Center Specialist – Major Incident Management
Sep 2020 - Feb 2024 (3 years 5 months)
• Delivered 24x7 Major Incident Management support for a US-based financial services organization.
• Acted as the first responder for P1/P2 incidents generated through data center, infrastructure, and network monitoring systems.
• Monitored critical infrastructure, application, and network alerts to identify service degradation and potential business impact.
• Facilitated incident bridges and coor
Command Center Specialist
Alpha Technologies Inc.
Sep 2020 - Feb 2024 (3 years 5 months)
Provided 24x7 major incident management support as first responder for P1/P2 incidents from monitoring of data center, infrastructure, and network. Facilitated incident bridges, delivered stakeholder communications and updates, and managed ServiceNow-based incident tracking, SLA adherence, and escalation governance.
Led on-site IT support operations for one of India's largest automotive manufacturers; managed team productivity, ticket SLAs, CSAT/DSAT metrics, and daily reporting to delivery management.
Prepared daily, monthly, and annual productivity dashboards to track team performance and identify efficiency gaps.
Conducted knowledge transfer sessions for L1/L2 analysts; developed local knowledge base doc
• Continued supporting the Maruti Suzuki enterprise environment following a vendor transition while ensuring uninterrupted service delivery.
• Acted as Backup Team Lead and assisted in daily operational management, workload distribution, escalation handling, and team coordination activities.
• Provided L2 IT support for end-user computing, enterprise applications, and infrastructure-related incide
Desktop Support Engineer → L2 IT Support Engineer
Jul 2015 - Mar 2019 (3 years 8 months)
• Acted as Backup Team Lead and assisted in daily operational management, workload distribution, escalation handling, and team coordination activities.
• Provided L2 IT support for end-user computing, enterprise applications, and infrastructure-related incidents.
• Monitored ticket queues, SLA performance, and customer satisfaction metrics to ensure service excellence.
• Coordinated with multiple
L2 IT Support Engineer
Future Focus Infotech Private Limited
Jul 2015 - Mar 2019 (3 years 8 months)
Supported daily operational management as Backup Team Lead, including workload distribution, escalation handling, and team coordination. Provided L2 IT support for end-user computing, enterprise applications, and infrastructure-related incidents, monitoring ticket queues and SLA/CSAT performance while coordinating with technology teams and contributing to operational reporting and process improvem
Worked as a Support Engineer at Progressive Infotech Pvt. Ltd. (details not provided).
Worked as an Information Technology Support Engineer at CMS Info Systems (details not provided).
Education
Degrees, certifications, and relevant coursework
Maharshi Dayanand University Rohtak
Bachelor's Degree
Maharshi Dayanand University Rohtak
Master's Degree
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
Skills
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