Open to opportunities

Ankit Shah

@ankitshah

Message

ITIL v4-certified service delivery leader driving operational resilience.

India

Message

What I'm looking for

I am seeking a managerial IT operations role focused on incident and service delivery leadership, strong stakeholder collaboration, SLA-driven performance, and opportunities to implement continuous improvement.

I am an ITIL v4-certified service delivery professional with 15 years of experience in IT operations across BFSI and Data Center environments. I specialize in service assurance, major incident management, and strategic account engagement with a focus on SLA adherence.

I have led end-to-end major incident lifecycles, chaired cross-functional bridge calls, and managed escalations to ensure rapid resolution while maintaining stakeholder confidence. My roles involved presenting incident metrics to leadership and driving data-driven improvements.

I have implemented problem management and RCA processes, authored PIRs, and introduced analytics-driven reporting to reduce repeat incidents. I have hands-on experience with tools like ServiceNow and BMC Remedy and have coached teams to improve process adherence and operational performance.

I seek to contribute by strengthening incident and service delivery capabilities, fostering cross-functional collaboration, and driving continuous service improvement to meet business and customer expectations.

Experience

Work history, roles, and key accomplishments

Incident Manager

Xalient India Pvt Ltd

Jun 2024 - May 2025 (11 months)

Led end-to-end major incident lifecycle management, chaired cross-functional bridge calls, and tracked critical incident metrics to drive performance improvements and ensure SLA adherence.

Incident Management Stakeholder Management ServiceNow RCA PIR Escalation Management SLA Management

Incident & Problem Manager

India Infoline Ltd

Feb 2022 - May 2024 (2 years 3 months)

Owned major incident and problem management processes, conducted root-cause analysis and PIRs, and implemented data-driven enhancements in problem analytics and reporting to improve reliability.

Problem Management Root Cause Analysis PIR Incident Management Reporting

Incident & Service Delivery Manager

Accenture

Dec 2017 - Feb 2022 (4 years 2 months)

Coordinated global incident response, chaired bridge calls, led customer onboarding, and tracked SLAs and RCA documentation to maintain operational continuity and compliance.