08/28/2026 updated
100 % available
Senior ITSM & Major Incident Specialist | ServiceNow | ITIL 4 | Technical Support | Service Delivery
Varanasi, India
Only remote
B.Tech - Electronics & Communication Engineering (2014-2018)About me
I’m Mohammad Gufran, an ITSM and Major Incident Management professional with over eight years of experience at Capgemini, supporting global enterprise IT operations and primarily US-based client environments.
ITIL CertificationsServiceNow Customer Service Management
Major Incident Management (P1/P2)
End-to-end management of P1/P2 major incidents across enterprise applications, coordinating resolver groups, technical teams and stakeholders. Leadership of incident bridges and cross-functional war rooms, with resolution of 350+ critical outages and a 28% reduction in Mean Time to Restore (MTTR).
ServiceNow ITSM & Service Catalog
Management of high-volume ServiceNow operations with 12,000+ tickets annually, achieving 99.2% SLA compliance and a 96% CSAT score. Optimization of Service Catalog requests and fulfillment workflows, reducing ticket cycle time by 35% and improving operational efficiency.
SLA / KPI Governance & CSAT
Governance of SLA and KPI frameworks to ensure consistent service quality and compliance. Delivery of 99.2% SLA compliance, 96% CSAT, 28% MTTR reduction, 35% ticket-cycle-time reduction and a 22% reduction in repeat incidents.
Log Analysis & SQL Diagnostics
Application of SQL diagnostics and application log analysis to investigate and resolve 500+ escalated production defects for US enterprise clients, providing L3/L4 technical support for production issues.
Root Cause Analysis (RCA)
Facilitation of post-incident reviews and Root Cause Analysis, identifying corrective and preventive actions and communicating findings to technical and business stakeholders.
Incident & Problem Management
Structured incident command and escalation practices across Incident and Problem Management processes, contributing to measurable reductions in repeat incidents and improved operational throughput.
Service Portal & Knowledge Management
Creation and maintenance of 120+ SOPs, KCS articles and Known Error Database (KEDB) entries, contributing to a 22% reduction in repeat incidents.
Emergency CAB / eCAB
Support of Emergency CAB (eCAB) reviews and high-risk change approvals, helping prevent 40+ potential production failures.
ITIL 4
Application of ITIL 4 practices across Incident, Problem, Change Enablement, Knowledge Management and Service Desk processes to improve consistency, governance and service quality. Certified ITIL 4 Foundation - IT Service Management.
Agile / DevOps Service Delivery
Application of Agile and DevOps service delivery methodologies in enterprise IT environments, supporting continuous improvement and operational efficiency.
Remote & Global Operations
Effective collaboration in a remote/global delivery model with US-based stakeholders and distributed technical teams through Slack, Microsoft Teams and virtual incident war rooms.
End-to-end management of P1/P2 major incidents across enterprise applications, coordinating resolver groups, technical teams and stakeholders. Leadership of incident bridges and cross-functional war rooms, with resolution of 350+ critical outages and a 28% reduction in Mean Time to Restore (MTTR).
ServiceNow ITSM & Service Catalog
Management of high-volume ServiceNow operations with 12,000+ tickets annually, achieving 99.2% SLA compliance and a 96% CSAT score. Optimization of Service Catalog requests and fulfillment workflows, reducing ticket cycle time by 35% and improving operational efficiency.
SLA / KPI Governance & CSAT
Governance of SLA and KPI frameworks to ensure consistent service quality and compliance. Delivery of 99.2% SLA compliance, 96% CSAT, 28% MTTR reduction, 35% ticket-cycle-time reduction and a 22% reduction in repeat incidents.
Log Analysis & SQL Diagnostics
Application of SQL diagnostics and application log analysis to investigate and resolve 500+ escalated production defects for US enterprise clients, providing L3/L4 technical support for production issues.
Root Cause Analysis (RCA)
Facilitation of post-incident reviews and Root Cause Analysis, identifying corrective and preventive actions and communicating findings to technical and business stakeholders.
Incident & Problem Management
Structured incident command and escalation practices across Incident and Problem Management processes, contributing to measurable reductions in repeat incidents and improved operational throughput.
Service Portal & Knowledge Management
Creation and maintenance of 120+ SOPs, KCS articles and Known Error Database (KEDB) entries, contributing to a 22% reduction in repeat incidents.
Emergency CAB / eCAB
Support of Emergency CAB (eCAB) reviews and high-risk change approvals, helping prevent 40+ potential production failures.
ITIL 4
Application of ITIL 4 practices across Incident, Problem, Change Enablement, Knowledge Management and Service Desk processes to improve consistency, governance and service quality. Certified ITIL 4 Foundation - IT Service Management.
Agile / DevOps Service Delivery
Application of Agile and DevOps service delivery methodologies in enterprise IT environments, supporting continuous improvement and operational efficiency.
Remote & Global Operations
Effective collaboration in a remote/global delivery model with US-based stakeholders and distributed technical teams through Slack, Microsoft Teams and virtual incident war rooms.
Experience
Professional experience5 - 10 years
Freelancer since2019
Languages
EnglishFluent
Project history
Operations Lead & Service Delivery for Global Enterprise IT Services. Managed end-to-end P1/P2 major incidents, led resolution of 350+ critical outages, provided L3/L4 technical support, managed 12,000+ ServiceNow tickets annually achieving 99.2% SLA compliance and 96% CSAT, optimized Service Catalog workflows, created 120+ SOPs and KCS articles, facilitated RCA, supported eCAB reviews, managed service delivery governance and vendor coordination, and applied ITIL 4 practices across service management processes.
Certificates
Devops Service Delivery
Amazon2024
ITIL 4 Foundation - IT Service Management
Capgemini2020