---
title: "Sapna Pawar - Senior Associate - Incident Reporting in Bengaluru | Tal"
description: "Meet Sapna Pawar, Senior Incident Reporting Analyst | Major Incident, Problem, Stakeholder Reporting & SLA Governance | ITIL v4 | ServiceNow | Aspiring IT Operations Manager Service Delivery Manager based in Bengaluru. AI stack includes claude code, claude, and gemini."
image: "https://tal.club/meet/sapna-pawar/share-image"
---

# Sapna Pawar on Tal

## Headline

Senior Incident Reporting Analyst \| Major Incident, Problem, Stakeholder Reporting & SLA Governance \| ITIL v4 \| ServiceNow \| Aspiring IT Operations Manager Service Delivery Manager

## About

I’m an IT Operations and Incident Management professional with 9\+ years of experience spanning Network Operations \(NOC\), ITSM, and Incident Reporting & Analytics currently serving as Senior Incident Reporting Analyst at Bread Financial’s IT Command Centre\. My work sits at the intersection of operations and leadership visibility\. I design and automate the ServiceNow Performance Analytics, Jira, and Power BI dashboards that leadership relies on to make real\-time decisions on service health, SLA compliance, and incident trends\. I partner directly with Incident, Problem, and Change Management teams to identify recurring risks, drive root cause analysis, and close the loop on process gaps work that requires coordinating across engineering, infrastructure, QA, and vendor teams without formal authority, through influence and clear reporting\. Earlier in my career as a Network Engineer and Network Administrator, I managed P1/P2/P3 incident response, Cisco router/switch configurations, and SLA\-driven escalations across nationwide network operations for enterprise and government clients building a ground up understanding of what breaks, why it breaks, and how fast it needs to be fixed\. What I bring to an operations leadership role: End\-to\-end fluency in the ITIL incident/problem/change lifecycle not just reporting onit, but shaping how it’s measured\. A track record of translating operational noise into executive\-ready insight, using ServiceNow PA, Power BI, Jira, and Excel\. Experience training and mentoring teammates on reporting tools and dashboard best practices, raising overall reporting maturity\. Comfort presenting directly to leadership and account stakeholders during high\- pressure incident reviews\. ITIL v4 Foundation and CCNA certifications, backed by hands\-on monitoring experience across Splunk, SolarWinds, HPE NNMi, and Zenoss\. I’m now looking to formalize what I already do informally leading incident governance, driving SLA/KPI accountability, and managing cross\-functional service delivery in a role such as Incident Manager, IT Operations Manager, or Service Delivery Manager\.

## Location

Bengaluru

## AI stack

claude code

claude

gemini

## Work experience

Senior Associate \- Incident Reporting at Bread Financial, Oct 2023 \- Present · 3 yrs 1 mo, Bengaluru, Karnataka, India, Own end\-to\-end reporting for Incident, Problem, and Change Management processes, ensuring SLA compliance and driving root cause analysis to reduce repeat incidents reduced repeat incidents by 40%\. Design and automate daily/weekly/monthly leadership dashboards using ServiceNow Performance Analytics, Jira, and Power BI, cutting manual reporting effort by 60% and enabling real\-time operational visibility\. Lead weekly and monthly operational reporting reviews with leadership and account stakeholders, translating raw incident/SLA data into clear, actionable insight\. Serve as the escalation point for critical reporting issues, delivering timely updates to senior leadership during high\-severity incidents\. Refined alert thresholds across Azure, Solawind, Dyntrace and Zenoss to reduce alert fatigue and improve early detection of production issues\. Authored SOPs and dashboard/reporting standards in Confluence, improving first\-time\-right resolution and reducing MTTR Trained and mentored team members on ServiceNow reporting, Jira dashboards, and data visualization best practices, raising team\-wide reporting maturity\. Participate in Change Advisory Board processes, assessing release risk and validating rollback readiness for production stability\.

Network Technician at Rackspace Technology, Jun 2023 \- Oct 2023 · 5 mos, Gurugram, Haryana, India, Monitored critical alerts and events across DC/DR devices and remote routers, ensuring proactive troubleshooting\. Troubleshot and resolved network incidents \(link down, flapping, slowness issues\), escalating to L2/L3 and vendors when required\. Documented all network events and incident resolutions with complete details for audit and knowledge base\. Escalated support requests to vendors and other technical teams, following up until closure\. Coordinated with field engineers and ISPs to restore services in minimum downtime\. Generated and shared incident reports, network uptime, and performance dashboards with customers and incident managers\. Ensured timely and accurate communication with customers, account managers, and incident managers during major incidents\. Provided backend support to L3 engineers and assisted in complex troubleshooting activities

Network Administrator at Rackspace Technology, May 2020 \- May 2023 · 3 yrs 1 mo, Gurugram, Haryana, India, Managed global network environments for multiple customers across diverse Data Centres\. Coordinated with cross\-functional teams, including internal engineers, external customer teams, and service providers \(domestic & international\), to resolve complex network issues\. Monitored network capacity and performance using Zenoss, ensuring high availability and timely response to incidents\. Administered incident and problem management processes aligned with ITIL best practices\. Conducted root cause analysis \(RCA\), identified known issues, and implemented corrective actions to prevent reoccurrence\. Oversaw planned and unplanned network maintenance, ensuring documentation and compliance with professional standards\. Managed change requests \(CRs\) via ServiceNow \(SNOW\), coordinating with change boards and customers for approvals\. Scheduled and executed device upgrades and replacements, adhering to organizational maintenance policies\. Participated in weekly change board meetings to review process and policy decisions\. Assisted in defining and reviewing policy/process standards and provided process training/workflow sessions for new hires\.

Network Engineer at CMS Computers Limited \(INDIA\), Sep 2019 \- May 2020 · 9 mos, Delhi, India, Managed network incidents via BMC/HPSM, ensuring SLA compliance and timely resolution\. Handled P1/P2/P3 calls, minimizing downtime across ESIC offices and hospitals\. Monitored critical alerts on HPE NNMi for DC/DR devices and remote routers\. Coordinated with ISPs and field engineers to restore connectivity nationwide\. Performed Cisco router/switch configurations for remote ESIC sites\. Conducted quarterly preventive maintenance \(PM\) activities\. Generated and delivered network performance/uptime reports to ESIC stakeholders\. Supported L3 engineers in advanced troubleshooting and escalations\.

Associate Network Engineer at Presto Infosolutions Pvt\. Ltd\., Jul 2017 \- Sep 2019 · 2 yrs 3 mos, Delhi, Delhi, India, Managed network incidents using BMC/HPSM ticketing tools, ensuring SLA compliance with accurate RCA, resolution confirmation, and timely closure\. Handled P1, P2, and P3 priority incidents, delivering solutions within agreed SLAs\. Monitored and maintained network dashboards for assigned, unassigned, and completed tickets to ensure transparency and efficiency\. Experienced in raising incidents for link down, flapping, and slowness issues, supported with KBID documentation\. Proactively monitored critical, major, and minor alerts on HPE NNMi for DC/DR devices and remote site routers, escalating to L2 teams when required\. Coordinated and executed preventive maintenance \(PM\) activities on a quarterly basis\. Collaborated with primary and secondary ISPs to restore connectivity and resolve escalations\. Hands\-on experience with Cisco router and switch configurations at remote sites\. Generated and shared network performance reports using HPE NNMi for customers\. Led coordination with field engineers, assigning tasks, supporting troubleshooting, and guiding them in root cause identification to ensure timely issue resolution\. Supported link upgrades, downgrades, feasibility checks, and escalations for service improvement\. Assisted L3 engineers in complex troubleshooting and provided backend support to field teams for efficient resolution\.

Associate Network Engineer at Presto Info Solutions Pvt\. Ltd, Jul 2017 \- Sep 2019 · 2 yrs 3 mos, Managed incident troubleshooting for connectivity, device alerts, and network slowness using specialized monitoring tools\. Coordinated with ISPs, field engineers, and internal teams to ensure effective restoration, escalation, and RCA support, maintaining key stakeholder communication\. Supported preventive checks and shift handovers to deliver stable services and ensure timely incident resolution\.

## Education

Bachelor of Technology \- BTech, Electrical, Electronic and Communications Engineering Technology/Technician, GNIOT

AISSCE, Mathematics and Computer Science, St\. Francis School, Anpara

[View the original profile](https://tal.club/meet/sapna-pawar)

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