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Rutu Kalhapure

@rutukalhapure

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ServiceNow ITSM Problem & Change Manager, driving automation, RCA, and SLA/KPI governance for reliable operations.

India

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What I'm looking for

I’m looking to continue driving ITSM reliability through Problem & Change leadership, ServiceNow automation, RCA, and strong SLA/KPI governance—partnering cross-functionally to improve operations, reduce recurrence, and protect high-availability services.

I’m an operations-focused IT Service Management (ITSM) professional with nearly 5 years of experience specializing in ServiceNow ITSM, Problem, Change, and Incident Management in enterprise production environments. I’m ITIL® 4, CSA, CIS-ITSM, and CIS-DF certified, with hands-on CIS Data Foundations (CMDB & CSDM) experience and L2 application support.

In my current role, I manage Incident, Problem, and Change in ServiceNow, coordinate CAB activities with risk & impact assessment, and run SLA/OLA governance to ensure P1/P2 resolution. I perform RCA, lead post-incident reviews, and drive Continuous Service Improvement—automating ITSM workflows and improving efficiency by ~90% while using monitoring/observability tools like Dynatrace and Datadog to protect service stability.

Experience

Work history, roles, and key accomplishments

Current

Senior Process Associate

Current

Tata Consultancy Services

Apr 2021 - Present (5 years)

Managed Incident, Problem, and Change Management in ServiceNow, coordinating CAB activities and performing risk/impact assessments to maintain ITIL® 4-aligned service stability. Automated ITSM workflows and operational processes, improving efficiency by ~90%, while governing SLA/OLA targets and driving continuous service improvement through RCA and PIRs.

ServiceNow ITSM Incident Management Problem Management Change Management CAB Governance ITIL SQL