Kuldeep Sharma

Results-driven IT Service Management professional with over 5 years of experience managing the end-to-end incident lifecycle within large-scale, enterprise ESM environments. Proven expertise in triaging, prioritizing, and resolving high-priority (P1/P2) and business-critical incidents while consistently meeting SLA commitments. Skilled in coordinating cross-functional application, infrastructure, network, and support teams during major incident bridges, driving timely restoration of services and clear stakeholder communication.

Adept at supporting root cause analysis, problem management, and corrective/preventive action initiatives to reduce recurring incidents and strengthen overall service stability. ITIL 4 and Microsoft Azure certified, with hands-on experience supporting global enterprise clients including Citibank and Metro AG.

IT Service Management (ITSM) Analyst at Wipro (2021-09 – Present)

• Managed the complete end-to-end IT incident lifecycle — including triage, categorization, prioritization, escalation, resolution, validation, and closure — within a large-scale enterprise Service Management (ESM) platform, ensuring consistent adherence to ITIL best practices.
• Partnered with cross-functional application, infrastructure, network, and third-party support teams to diagnose and resolve high-priority and business-impacting incidents, consistently meeting or exceeding defined SLA targets.
• Played an active role in Major and Critical Incident Management by driving timely escalations, coordinating war-room/bridge calls, and maintaining transparent, real-time communication with stakeholders throughout the resolution lifecycle.
• Proactively monitored SLA compliance, incident aging, and escalation thresholds, delivering regular status updates and executive-ready reports to service owners, clients, and leadership to maintain visibility into operational health.
• Contributed to Root Cause Analysis (RCA) and Problem Management initiatives by identifying trends in recurring and major incidents, and recommending corrective and preventive actions (CAPA) that improved overall service stability and reduced repeat occurrences.
• Maintained accurate and comprehensive incident records, shift handover notes, operational reports, and knowledge base articles, supporting continuity across shifts and reinforcing ITIL-aligned ITSM processes and audit readiness.

Bachelor of Computer Applications (BCA) – Khandelwal College (2018 – 2021)