Srinivas G N
@srinivasgn
IT Service Management professional specializing in Major Incident & Problem Management for UK/Europe cloud-native operations.
IndiaWhat I'm looking for
I’m an IT Service Management professional with 4+ years in Major Incident Management, Problem Management, and enterprise Service Operations across UK & Europe markets. I lead as incident commander for P1/P2 outages, delivering a 9% MTTR reduction and 15% operational risk improvement through structured coordination, proactive RCA, and executive stakeholder management.
In my current role at DXC Technology, I serve as SPOC for all P1/P2 outages, owning the end-to-end incident lifecycle from detection to closure. I run cross-functional bridge calls with 15+ stakeholders, deliver executive-ready incident communications, business impact assessments, PIRs, and RCA reports, and ensure CAPAs are tracked to verified closure.
I also strengthen long-term stability through Problem Management and Change Management governance, including pre-change impact assessments and CAB coordination. With ITIL 4 certification, hands-on ServiceNow expertise, and an AWS Cloud Practitioner certification, I bring a continuous improvement mindset to standardize response procedures, runbooks, escalation matrices, and communication playbooks.
Experience
Work history, roles, and key accomplishments
Serves as incident commander/SPOC for all P1/P2 outages impacting UK & Europe enterprise operations, owning the end-to-end incident lifecycle from detection to closure. Leads bridge calls with 15+ stakeholders and delivers executive-ready communications, PIRs, RCA reports, and verified CAPA closure while governing SLA/KPI adherence and operational risk posture.
Reduced MTTR by 9% by driving structured P1/P2 coordination, proactive trend analysis, and corrective action management in a global multi-vendor ITSM environment. Improved operational risk by 15% through Change Management governance, pre-change impact assessments, and CAB coordination, while owning the full RCA lifecycle and problem record closure.
Managed Tier 1/2 incident and problem coordination for enterprise UK & Europe users in ServiceNow, maintaining SLA compliance through escalation management and resolver collaboration. Supported Major Incident teams during P1/P2 outages by coordinating activity and keeping service restoration efforts on track.
Service Desk Analyst (L1)
TeamLease Digital
Jul 2021 - Nov 2021 (4 months)
Provided Level 1 IT support by logging incidents, troubleshooting issues, and managing escalations while identifying recurring problems. Contributed to root cause investigations by capturing relevant evidence and assisting with problem record creation.
Education
Degrees, certifications, and relevant coursework
Presidency University
Bachelor of Technology (B. Tech), Mechanical Engineering
Completed a Bachelor of Technology in Mechanical Engineering at Presidency University, Bengaluru, in 2021.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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