Gaurav Srivastava

About Gaurav Srivastava

ITIL & Lean Six Sigma green belt Global certified professional with 9+ yrs of qualitative experience including Critical Incident, Major Incident Management, Reporting Management, Customer service & Helpdesk-ServiceDesk Operations management in the IT Industry. Worked with international Clients on their Projects with Technologies hands on like BMC Remedy-Footprints, Sumo Logic Tool, SolarWinds, Xymon, Stats, Console, Zoom, Office365, Cisco Communicator, Storm,Dynatrace,MS Teams, G-Suite, HEX Chat, Cosmo Desk, Salesforce, BlueJeans, Everbridge Tool, Fresh Service desk, CA Service Desk, Service Now, Salesforce,Solarwinds & Service Now for Monitoring-Incident/Problem/Change.• Initiate Bridge calls to drive communication with management & clients to ensure uptime of Infrastructure within Service Levels. Coordinate with client & other location team members as well.to get the issue resolved within SLA.• Manages the process to restore regular service operations as quickly & allocating resources to ensure all functional areas & services are managed in accordance of SLAs.• Providing ultimate ownership and responsibility for end-to-end Management activities for all Severity 1 & 2 incidents.• Monitor the Incidents to ensure that SLA is maintained. Document key actions and events during the conference call.• Coordinate with Tier 2/3 Analysts and Higher Managements when Incidents are escalated to those groups• Conducting training and technical assistance for qualified vendors, Service providers, and division staff• Drove resolution for “Critical” and “High” priority incidents and provided coordination between internal resolver teams and external vendors providing them with relevant information.• Informing the Stakeholders about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate andregional escalation policies• Responsible for timely Escalation of the Incidents logged by the clients & third parties mostly at P1 & P2 and taking care of the timely resolution by coordinating with different teams involved for resolution on Bridges.• Coordinating the Incident Management process, including monitoring and reporting of incidents. Also, ensure Service Level Targets are achieved which need to be reviewed and carried out.• Using MS Excel to generate the Avaya CMS, DSR, CSR, Incidents Log & SLA reports for the team, also helping the team get insights into the KPI.• Ensure proper escalation procedures are followed and correct support teams are engaged.

Experience

1. Information Technology Service Management Specialist

   Accenture

   Nov 2024 — Present · Pune, IN

   Experienced and globally certified ITIL & Lean Six Sigma Green Belt professional with over 9+ years of expertise in IT Service Management, specializing in Major Incident Management (MIM), Critical Incident Handling, and IT Operations across US, EMEA, APAC, and MEISA regions. Core Expertise:Led global Major Incident Management operations via email, chat, and live calls, ensuring effective communication and incident lifecycle control.Coordinated teams across regions (USA, EMEA, MEISA, APAC) to resolve incidents efficiently and within defined SLAs.Managed live bridge calls, aligning Level 10 and Level 11 teams for fast decision-making and execution.Maintained incident documentation and tracked key actions throughout the resolution process.Delivered regular training to vendors and teams, reinforcing ITIL best practices and boosting operational consistency.Produced and analyzed reports (Avaya CMS, DSR, CSR, SLA/KPI) using MS Excel and basic Power BI to drive performance insights.Supported timely escalation of P1/P2/P3 incidents and facilitated collaboration across resolver groups during high-priority events.Maintained MIS, MIR, and incident trackers, ensuring transparent communication with stakeholders.Known for strong coordination, analytical thinking, and process discipline, I bring a proactive approach to managing complex IT operations and ensuring seamless service delivery in mission-critical environments.

Education

• Subharti University

  Master of Business Administration - MBA, Computer and Information Sciences and Support Services

• Lucknow University

  B.com, Commerce

  2010 — 2012

Skills

• IT Management
• Software Documentation
• Windows 7
• Javascript
• Network Security
• Customer Service Operations
• Pagemaker
• Software/Hardware Installation, Mcitp
• Itil Certified
• Turbo C++
• Corel Draw
• Cisco Technologies
• IT Service Management
• Visual Basic
• Switches
• Incident Management
• Network Hardware
• Itil Process
• Service Desk Management
• Tally Erp
• Hardware
• Ccna
• Training Delivery
• Html Scripting
• Photoshop
• Html
• Software Installation
• Microsoft Office