Open to opportunities

BANDANA SAMANTA

@bandanasamanta

ITSM ITIL professional improving service stability through Major Incident, Problem, and Change management with ServiceNow analytics.

India

Message

What I'm looking for

I’m looking for an enterprise ITSM role where I can lead major incidents and problem/change processes with ServiceNow analytics, strengthen SLA/KPI performance (MTTR/MTBF), communicate clearly with executives, and drive continual service improvement.

I’m an ITIL® 4 certified ITSM professional with 4 years 8 months of experience driving Major Incident, Problem, Capacity, and Change management in large-scale enterprise environments. I restore service during P1/P2 incidents by leading end-to-end incident lifecycles and running customer-facing bridge calls to keep business and executive stakeholders fully informed.

I also focus on preventing recurrence through Root Cause Analysis, trend analytics, and ownership of the Problem Management lifecycle in ServiceNow. With hands-on expertise in ServiceNow Platform Analytics, reporting, dashboards, and SLA/KPI tracking (MTTR/MTBF), I help teams reduce incident risk, improve service stability, and support continual service improvement.

Experience

Work history, roles, and key accomplishments

Current

ITSM Major Incident & Change Mgmt

Current

Wipro

Jul 2021 - Present (4 years 9 months)

Led end-to-end Major Incident Management for P1/P2 events, driving timely customer bridge calls and service restoration while maintaining consistent stakeholder communication. Owned Problem and Change management in ServiceNow, conducting RCA, tracking corrective/preventive actions, and performing change risk assessments to improve service stability.

Major Incident Management Problem Management Change Management Root Cause Analysis capacity management