Rijuta Mondal

Major ICP (Incident, Change, Problem) Manager with 5+ years of experience in IT service operations, specializing in swift resolution of critical incidents and process optimization. Proven ability to maintain service levels during high-pressure situations, minimizing business impact and revenue loss. Skilled in ITIL-based service delivery, change management, problem management, team leadership, and implementing initiatives that enhance operational efficiency and reduce MTTR.

Major Incident Manager, Change Management, Problem Management at Wipro Technologies (2019-08 – Present)

Led end-to-end lifecycle management for global P1/P2 incidents impacting mission-critical services. Facilitated war rooms and bridge calls, coordinating cross-functional teams for rapid service restoration. Supported Change and Problem Management team with approving change requests, monitoring changes, and monitoring problem requests.

• Led end-to-end lifecycle management for global P1/P2 incidents impacting mission-critical services
• Facilitated war rooms and bridge calls, coordinating cross-functional teams for rapid service restoration
• Support Change and Problem Management team. Approving the Change requests, monitor the change, and monitoring the Problem requests
• Achieved 96% SLA compliance and consistently reduced Mean Time to Resolution (MTTR)
• Partnered with engineering and operations teams to conduct RCA and implement preventive measures
• Delivered detailed incident reports and executive summaries to senior leadership and CXOs
• Drove continuous service improvement initiatives aligned with ITIL Service Operations best practices
• Transitioned toward IT Support Engineer responsibilities, applying incident expertise to enhance troubleshooting and support quality

B.A. in English Honors – Vivekanand Women's College (2020)

ISC in 12th Standard – St. Paul's Boarding & Day School (2007)

ICSE in 10th Standard – MREC (2005)