Varun Karthick
@varunkarthick1
Incident Manager at HCLTech who contributed to reducing ticket backlog from 10,000 to 1,000 in three months.
IndiaWhat I'm looking for
At HCLTech, I manage incidents in a 24/7 ServiceNow environment and lead Major Incident bridge calls across infrastructure, database, and application teams.
I contributed to reducing the ticket backlog from 10,000 to 1,000 within three months by prioritising queues and enforcing operational cadences across seven support towers.
Through structured Post Incident Reviews and handoffs to Problem Management, I contributed to a 25% reduction in incident volume. I also supported customer satisfaction rising from 95% to 98.5% by maintaining SLA adherence and providing timely updates.
I started at HCLTech as a Junior Database Administrator, supporting database administration, ticket triage, and audit reporting. I’m ITIL 4 Foundation Certified and seeking an Incident Management or wider ITSM role in the UAE.
Experience
Work history, roles, and key accomplishments
Managed incident lifecycle in ServiceNow under ITIL 4, leading Major Incident bridge calls and driving process improvements. Contributed to reducing ticket backlog and incident volume while improving customer satisfaction.
Triaged and prioritized email and tickets, supported day-to-day database administration, and prepared monthly audit reports for team performance reviews and compliance tracking.
Education
Degrees, certifications, and relevant coursework
Amity University
Bachelor of Computer Applications, Computer Applications
Bachelor of Computer Applications (BCA) from Amity University, completed in 2024.
PeopleCert
ITIL 4 Foundation, IT Service Management
ITIL 4 Foundation certification.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
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