Saurabh Khatri

About Saurabh Khatri

Graduated with a Bachelor of Commerce in Business Administration and Management from the University of Rajasthan, providing a solid foundation in organizational principles and resource management. Currently serving as a Major Incident Manager at Zensar Technologies, focusing on ITIL methodologies and service delivery to drive operational efficiency. At Zensar Technologies, facilitated real-time resolution of critical P1 and P2 incidents by leveraging Shoreline.io automation tools and ServiceNow expertise, reducing manual intervention and enhancing service reliability. Dedicated to fostering collaboration and aligning incident response strategies with organizational goals to improve service quality and customer satisfaction.

Experience

1. Major Incident Manager

   Zensar Technologies

   Apr 2023 — Present

   Led the resolution of high-impact P1 and P2 incidents, ensuring continuous communication with internal technical teams and business stakeholders throughout the incident lifecycle.Proficient in ITIL methodologies, with hands-on experience in Incident, Problem, Change, and Service Level Management, driving operational efficiency and service excellence.Managed and facilitated real-time major incident bridges, coordinating cross-functional teams for rapid service restoration and timely escalations.Ensured service delivery adherence to SLA and OLA agreements, minimizing service disruptions and improving customer satisfaction.Integrated Shoreline.io automated incident resolution tools, resulting in a 30% reduction in Mean Time to Restore (MTTR) and 25% decrease in on-call burden.Maintained comprehensive incident timelines and documented resolution processes to support post-incident analysis and compliance requirements.Created detailed incident reports, analyzed trends, and delivered actionable insights to mitigate risks and prevent recurrence.Collaborated with the Problem Management team to identify recurring issues and implemented long-term solutions to reduce incident frequency.Conducted and facilitated Major Incident Reviews (MIRs), generating follow-up actions and driving continuous service improvement initiatives.Developed and maintained a knowledge management portal, centralizing documentation and resources to support faster issue resolution.Trained and mentored junior team members on incident management best practices, ITSM tools (e.g, ServiceNow), and effective communication strategies.Oversaw the development and execution of incident response protocols, ensuring alignment with ITIL disciplines and business continuity plans.Led and documented Root Cause Analysis (RCA) efforts, implementing risk mitigation strategies to enhance long-term service stability.

Education

• University of Rajasthan

  Bachelor of Commerce - BCom, Business Administration and Management, General