ITSM Incident Manager with Power BI Reports
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I am a results-driven ITSM professional with over 3 years of hands-on experience in Major Incident Management, Change Management, and ServiceNow operations. I have a proven track record of driving efficient incident resolution, leading bridge calls for P1/P2 incidents, and generating actionable insights through Power BI dashboards and Excel reports.
During my tenure at Infosys, I played a key role in monitoring critical IT services using tools like SCOM, SolarWinds, and IIMSS, ensuring SLA compliance and seamless change execution. My ability to collaborate across technical teams and third-party vendors has helped minimize downtime and boost service reliability.
I hold certifications in ITIL 4 Foundation and PL-300: Microsoft Power BI Data Analysis, and I excel at transforming raw data into meaningful visualizations that guide strategic decisions.
With strong analytical skills, a passion for continuous improvement, and a commitment to delivering quality service, I am now looking for opportunities where I can contribute to IT service excellence and data-driven decision-making.
ITSM & Incident Management: 3+ years of experience handling P1/P2 incidents, leading bridge calls, RCA coordination, and ensuring SLA compliance in a 24x7 environment.
ServiceNow Expertise: Skilled in incident, change, and problem management workflows, with hands-on experience in ServiceNow ticketing and reporting.
Data Reporting & Visualization: Proficient in Power BI and Microsoft Excel to create interactive dashboards and reports for trend analysis, performance monitoring, and decision-making.
Monitoring Tools: Experience with SCOM, SolarWinds, and IIMSS for infrastructure and network monitoring.
Change Management: Regularly conducted change review calls, validated change records, and coordinated with cross-functional teams during deployments.
Communication & Team Collaboration: Strong verbal and written communication skills, with experience mentoring team members and collaborating with global stakeholders.
Certifications: Certified in ITIL 4 Foundation and PL-300: Microsoft Power BI Data Analysis.
Maharshi Dayanand University, Rohtak
(2022 – 2025)
GB Pant Institute of Technology, Delhi
(2018 – 2021)
