Open to opportunities

Sachin Verma

@sachinverma1989

Message

IT Operations leader focused on Major Incident Management, ServiceNow-driven ITSM, and 24x7 command center reliability.

India

Message

What I'm looking for

I’m looking for a role where I can lead IT operations and major incident response in a 24x7 command center, partner with problem/change teams, and drive ITSM performance with ServiceNow.

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

Associate Consultant

HCLTech

Feb 2024 - Mar 2025 (1 year 1 month)

• 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

IT Operations Major Incident Management ServiceNow IT Service Management Stakeholder Management Team Leadership Command Center Operations SLA Management Service Delivery

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.

Major Incident Management ServiceNow IT Operations Stakeholder Management Critical Incident Response

Command Center Specialist – Major Incident Management

Alpha Technologies Inc.

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

Major Incident Management ServiceNow IT Operations Stakeholder Management Critical Incident Response

Information Technology Support Team Lead

Microland Limited

Aug 2019 - Aug 2020 (1 year)

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

IT Support Engineer (Backup Team Lead)

Hi Tech Informatics Pvt Ltd

Apr 2019 - Jul 2019 (3 months)

• 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

Team Leadership IT Support Technical Support Incident Management Service Delivery Customer Satisfaction

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

Desktop Support Active Directory Incident Management

Desktop Support Engineer → L2 IT Support Engineer

Future Focus Infotech Private Limited

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

Desktop Support Active Directory Incident Management Customer Satisfaction