Arpita kesharwani

AK

Open to opportunities

Arpita kesharwani

@arpitakesharwani

ITIL 4 incident operations professional—end-to-end major incident coordination, RCA, and SLA/MTTR reporting.

What I'm looking for

I’m looking for a fast-paced operations role where I can run incident lifecycles end-to-end, coordinate major incidents, produce RCA/PIRs, and improve reliability with ITIL-driven processes and clear stakeholder communication.

I’m an ITIL 4 trained Incident Operations professional focused on end-to-end incident lifecycle management, especially P1–P4 and major incident coordination. I’m comfortable opening communication bridges, engaging the right resolver groups, and keeping stakeholders aligned with real-time status updates.

I lead problem follow-through through post-incident review facilitation and thorough corrective action tracking. I use RCA techniques like 5 Whys and fishbone, maintain KEDB records, and support long-term fix follow-up to prevent repeat disruptions.

Operationally, I’m proficient in ServiceNow and Jira, with strong reporting in MS Excel for MTTR tracking, SLA compliance, and incident trend analysis. I also support incident-to-problem-to-change workflows, including CAB process participation and runbook maintenance.

I’ve demonstrated this mindset through a Major Incident Management simulation (P1/P2 scenario suite in ServiceNow) and by authoring 6 operational runbooks on GitHub. I bring a structured, service-reliability approach to fast-paced, high-stakes environments.

Experience

Work history, roles, and key accomplishments

JI

Incident–Problem–Change Tracker

Built an incident operations tracker for P1–P4 incidents with auto-calculated MTTR and SLA breach detection. Tracked recurring issues with KEDB maintenance, compiled weekly reliability metrics, and raised Change Requests from resolved problem records with CAB/risk tracking for audit purposes.

Problem Management KEDB Management Jira MS Excel MTTR SLA Breach Detection SLA

SP

Major Incident Simulation

Simulated end-to-end lifecycle of five P1/P2 service disruptions in ServiceNow, from detection through closure. Facilitated incident communications, drafted real-time stakeholder updates, authored RCA documents using 5 Whys/fishbone, and produced PIR reports with action item tracking.

Incident Management ServiceNow Slack RCA Tracking Fishbone PIR Action Item Tracking

GI

Incident Response Runbook Library

Authored and maintained operational runbooks for common incident scenarios, including triage steps, escalation paths, resolution procedures, and prevention recommendations. Runbooks covered server unreachable, high CPU, DB connection failures, SSL expiry, critical disk space, and login failure spikes.

Incident Response Runbook Maintenance Triage Escalation Management

Education

Degrees, certifications, and relevant coursework

ST

Sambhram Institute of Technology

Bachelor of Engineering, Computer Science Engineering

Activities and societies: Gold medal in inter-college sports; served as event coordinator for the college technical fest and managed scheduling, team coordination, and logistics for 200+ attendees.

Completed a Bachelor of Engineering in Computer Science Engineering (CSE) at Sambhram Institute of Technology under VTU.

Tech stack

Software and tools used professionally

GitHub

DB

Gmail

Jira

Google Meet

P2

Root Cause

Compiled

ServiceNow

Rootly

Bridge

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