Desired Job Title
ITSM Process LeadService Management SpecialistMajor Incident ManagerITIL CoordinatorWork Type
Full TimeLocation Preference
RemoteHybridLocation: Bengaluru, India
Open to relocation: Yes
Shilpa Sureshbabu
ITIL Professional
Bengaluru
Work Preference
Summary
Accomplished IT Service Management (ITSM) professional with 12 years of experience in IT service delivery, infrastructure support, and incident management. Expertise in ITIL best practices, Root Cause Analysis, and service restoration, ensuring compliance with Service Level Agreements. Skilled in collaborating with global teams to enhance service availability, minimize disruptions, and drive continuous improvement in dynamic IT environments.
Overview
1
1
Certification
15
15
years of professional experience
Work History
App and Cloud Support Specialist
Accenture
01.2024 - Current
- Managed the end-to-end Major Incident Management (MIM) lifecycle for application and cloud services, including incident identification, detection, severity classification, impact and urgency assessment, prioritization, escalation, service restoration, and post-incident reviews.
- Led major incident bridge calls and facilitated cross-functional collaboration among application, infrastructure, cloud operations, and vendor teams to accelerate troubleshooting, minimize business impact, and restore services within defined Service Level Agreements (SLAs).
- Coordinated real-time incident communication, delivering timely status updates, incident summaries, and service restoration progress to clients, stakeholders, and senior leadership.
- Led Root Cause Analysis (RCA), post-incident analysis, and Corrective and Preventive Actions (CAPA) with Problem Management and Change Management teams to identify underlying issues and prevent recurrence.
- Handled escalations of critical incidents to ensure swift resolution and minimize service disruptions. and problem resolution, ensuring effective stakeholder engagement, clear ownership, risk assessment, and timely decision-making during high-priority service disruptions.
- Monitored SLA compliance, incident ageing, resolution timelines, and outstanding action items to identify bottlenecks, prevent SLA breaches, and drive timely incident and service request closure.
- Prepared and published daily operational reports, weekly performance dashboards, and major incident summaries to enhance incident visibility and improve management reporting.
- Collaborated with clients, vendors, and internal IT operations teams to ensure adherence to ITIL-based Incident Management processes, escalation procedures, service management policies, and operational compliance standards.
Associate Consultant
Tata Consultancy Services
01.2019 - 01.2024
- Managed end-to-end Incident Management, incident resolution, escalation management, and grievance handling, ensuring timely resolution and compliance with defined Service Level Agreements (SLAs).
- Managed the complete SAP incident lifecycle, including incident logging, acknowledgement, categorization, prioritization, troubleshooting, escalation, resolution, and closure within established SLA targets.
- Coordinated with external vendors, Service Desk teams, and technical stakeholders to troubleshoot and resolve incidents, conduct system audits, and enhance operational efficiency through improved process compliance.
- Coordinated with external vendors, Service Desk teams, and technical stakeholders to troubleshoot and resolve incidents, conduct system audits, improve process compliance, and enhance operational efficiency.
- Served as Single Point of Contact (SPOC) for incident trend analysis, identifying recurring incident patterns with Service Desk and Major Incident Management (MIM) teams to proactively detect service disruptions and mitigate business impact.
- Monitored SLA performance, incident ageing, and potential SLA breaches using ServiceNow (SNOW) dashboards, collaborating with team leads to control MPT breaches, improve resolution timelines, and maintain service delivery standards.
- Managed SAP incident lifecycle, overseeing incident logging, acknowledgement, categorization, prioritization, troubleshooting, escalation, resolution, and closure to meet established SLA targets.
Tech Lead / Process SME
Cognizant
01.2017 - 01.2019
- Served as the Process Subject Matter Expert (SME) and onboarding lead for new team members, delivering process training, knowledge transfer, technical guidance, and coaching to accelerate proficiency and ensure adherence to standard operating procedures (SOPs).
- Managed critical incidents, complex technical issues, escalations, and exception cases, ensuring timely troubleshooting and resolution while maintaining compliance with Service Level Agreements (SLAs).
- Conducted process compliance audits, quality assessments, and operational reviews to improve service delivery, strengthen process adherence, and support continuous service improvement initiatives.
- Performed incident and service request ageing analysis, monitored pending tickets, identified workflow bottlenecks, and followed up with responsible teams to drive timely resolution and prevent SLA breaches.
- Managed incident escalations and grievance resolution, facilitating stakeholder communication, issue prioritization, and timely resolution of service-related concerns.
- Conducted incident and service request ageing analysis, monitored pending tickets, identified workflow bottlenecks, and coordinated follow-ups with responsible teams to ensure timely resolution and prevent SLA breaches.
- Served as Process Subject Matter Expert (SME) and onboarding lead, delivering training, knowledge transfer, and coaching to new team members to enhance proficiency and adherence to standard operating procedures (SOPs).
- Maintained accurate incident records and communication logs in ServiceNow (SNOW), ensuring proper incident categorization, prioritization, documentation, SLA tracking, escalation history, and audit readiness.
- Supervised shift handovers and monitored outstanding action items to ensure operational continuity, effective knowledge transfer, clear ownership, and consistent service desk performance.
Shift Analyst
Amdocs
01.2016 - 01.2017
- Supervised shift operations and monitored service desk activities, providing Level 2 (L2) technical support for Windows environments to ensure operational continuity.
- Delivered customer support across multiple channels, including inbound calls, email queues, chatbot queues, and voice-note support, ensuring timely responses and effective issue resolution for enhanced customer satisfaction.
- Delivered customer support through multiple communication channels, including inbound calls, email queues, chatbot queues, and voice-note support, ensuring timely responses and effective issue resolution.
- Recognized by customers and internal leadership for effective incident coordination, clear communication, efficient queue management, and commitment to service delivery.
- Facilitated team training and knowledge transfer for new employees transitioning into service delivery roles, promoting adherence to processes and ensuring operational readiness.
Service Desk Analyst
Wipro Technologies
01.2015 - 01.2016
- Managed End-User Computing (EUC) operations for retail client, overseeing user account provisioning, access management, device configuration, software installation, and application deployment with System Center Configuration Manager (SCCM) to ensure seamless user experience.
- Managed End-User Computing (EUC) operations for a retail client, handling user account provisioning, access management, device configuration, software installation, and application deployment using System Center Configuration Manager (SCCM).
- Supported IT service delivery by monitoring system performance, identifying technical issues, coordinating troubleshooting activities, and escalating complex incidents to the appropriate technical teams when required.
- Supported IT service delivery by monitoring system performance, identifying technical issues, and coordinating troubleshooting activities.
- Followed established IT support procedures for incident management, access control, software deployment, and technical issue resolution to maintain operational stability and service quality.
Operations Executive
Infosys Technologies
01.2013 - 01.2015
- Delivered Level 1 IT support via voice and non-voice channels, troubleshooting LAN/WAN/VPN connectivity, Windows user accounts, Microsoft Outlook, Microsoft Teams, Microsoft Office applications, access management, and BlackBerry device-related issues to enhance user experience.
- Administered user access and IT asset-related service requests through Active Directory, supporting account management, access provisioning, and compliance with established access control procedures.
- Provided end-user technical support as part of the Service Desk team, resolving IT incidents and service requests for internal Infosys employees in accordance with established service delivery procedures and SLAs.
- Administered user access and IT asset service requests through Active Directory, ensuring compliance with access control procedures and facilitating efficient account management and access provisioning.
- Coordinated Service Desk clearance and sign-off activities as part of employee separation and offboarding processes, ensuring completion of required IT access and asset-related formalities.
- Coordinated internal corporate events, festive celebrations, and technology-related activities, fostering employee engagement and promoting cross-functional collaboration.
Business Coordinator
Remicia Infotech
01.2012 - 01.2013
- Coordinated day-to-day business operations, administrative functions, secretarial activities, and corporate events to enhance workflow management and provide comprehensive organizational support.
- Promoted IT, electronics, and industrial services to colleges and small-scale industries across Kerala, developed tender quotations, and assisted in business development initiatives to drive engagement.
- Identified, engaged, and onboarded prospective clients, conducted one-on-one client meetings, gathered business requirements, and aligned project proposals with customer needs and organizational objectives.
- Coordinated client communications, business proposals, tender documentation, and follow-up activities to strengthen customer relationships and support successful project execution.
- Promoted the organization's IT, electronics, and industrial services to colleges and small-scale industries across Kerala, prepared tender quotations, and supported business development initiatives.
- Coordinated client communications, developed business proposals, managed tender documentation, and facilitated follow-up activities to strengthen customer relationships and ensure successful project execution.
- Prepared and maintained manual financial ledgers, accounting records, and transaction documentation, conducting monthly financial audits and account reviews to ensure financial accuracy, record integrity, and accountability.
Education
Master's - Human Resources and Operations
Sikkim Manipal University (DE)
01-2017
Bachelor's - Computer Science
Amrita School of Arts and Sciences
01-2012
Skills
Incident, Request & Change Management
Major Incident Management (MIM)
Problem Management & Root Cause Analysis
ITIL, Process & Governance
Stakeholder Management & Leadership
Technical Skills & Infrastructure Support
Certification
ITIL Service Management – ITIL V4 Foundation 2026, Agile Fundamentals: including Scrum & Kanban, Microsoft Windows 8 Certification – Microsoft, 01/2015, Application of AI foundation Certification over daily applications (MS Excel,Claude,Gemini,Copilot)
Timeline
App and Cloud Support Specialist
Accenture
01.2024 - Current
Associate Consultant
Tata Consultancy Services
01.2019 - 01.2024
Tech Lead / Process SME
Cognizant
01.2017 - 01.2019
Shift Analyst
Amdocs
01.2016 - 01.2017
Service Desk Analyst
Wipro Technologies
01.2015 - 01.2016
Operations Executive
Infosys Technologies
01.2013 - 01.2015
Business Coordinator
Remicia Infotech
01.2012 - 01.2013
Bachelor's - Computer Science
Amrita School of Arts and Sciences
Master's - Human Resources and Operations
Sikkim Manipal University (DE)