Jason Gawrych
Montreal,Canada
Summary
Multitasking Incident Manager with a background in remediation planning and execution. A determined employee with over 5 years of successfully handling high priority incidents and finding ways to limit impact. Committed to remaining poised and calm in high pressure situations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Incident/Problem Manager
DXC
Montreal, QC
04.2025 - 07.2025
- Collaborated with the team's engineers and vendors to help drive incidents to resolution in a timely manner. Also, helped push Problem tickets to close by working with the client and the team's engineers.
- Coordinated with the team's engineers and vendors to govern major incidents (P1,P2) over video conference until resolution.
- Governed weekly team meetings with the other Incident Managers to review incidents, RCAs, and any changes that we may need to be aware of in the coming week while taking meeting minutes.
- Helped meet SLAs for all major incidents by sending continuous updates via email every 30 minutes to the client and by submitting Root Cause Analysis report within 48 hours of the incident.
- Attended and governed weekly problem management meetings with the team's engineers and client to help resolve problem tickets.
- Attended weekly Change Advisory Board (CAB) meetings to be aware of the upcoming changes and understand the risk level for each change.
- (Contract)
- Company Overview: A company that works in 70 countries worldwide with over 120,000 employees
Major Incident Manager
ThinkOn
Etobicoke, ON
01.2021 - 01.2024
- Provided high level troubleshooting and escalations for major incidents. Also, trained and lead a team of nine members that reported to me in a Customer Service Cloud Environment supporting customers worldwide.
- Governed high level troubleshooting and escalation (P0,P1, P2) incidents with customer and Engineers over video conference.
- Wrote and provided Root Cause Analysis (RCA) reports within 48 hours for any major incident.
- Governed daily meetings with my team to help meet SLO and KPI targets.
- Actively listened to customer concerns, resulting in a 15% increase in positive feedback.
- Noticed a high level of backlog with our cases using the ticket monitoring system. Effectively lowered backlog cases by 40% and made sure to keep the number to a minimum.
- Organized and governed training documentation for team members to learn tape vaulting process.
- On call 24/7 once every week per month.
- Worked with large clients such as Iron Mountain.
- Company Overview: Offering Cloud Services to customers worldwide
Subject Matter Expert
Telus
Montreal, QC
01.2016 - 01.2020
- Support Google Cloud Products customers on a global scale:
- Suggested content updates in client documentation in order to eliminate areas of confusion, which resulted in improved customer experience.
- Designed and presented training for Stackdriver Monitoring and Logging to new hires, which improved overall knowledge of products and customer service.
- Designed training for new and current team members on how to handle customer service calls, which improved the level of service of my colleagues.
- Won awards such as Top Performer for performance, customer service, and meeting all metrics such as SLAs and KPIs.
- Designated as Team Ambassador for my ability to organize team building events, leading to an increase in team spirit.
- Joined the Social Committee to help plan and organize events, ensuring the success of employee social activities and company team building.
- Company Overview: A major Canadian company with over 100,000 employees and $25.42 billion in revenue
Education
Diploma - Computer Networking and Technical Support
Seneca College
Toronto, ON12.2010
Skills
- Incident Management
- Change management
- Problem management
- Training
- Documentation
- SLA management
- Jira
- ITIL best practices
- Service now
- Continuous improvement
- Troubleshooting
Languages
English
Bilingual or Proficient (C2)
French
Bilingual or Proficient (C2)
Certification
ITIL Foundation v4
Timeline
Incident/Problem Manager
DXC
04.2025 - 07.2025
Major Incident Manager
ThinkOn
01.2021 - 01.2024
Subject Matter Expert
Telus
01.2016 - 01.2020
Diploma - Computer Networking and Technical Support
Seneca College
Websites, Portfolios, Profiles
linkedin.com/in/jason-gawrych-67479655/