Samir Thapa

I’m a results-driven Incident Manager and Technical Support Engineer with 9.5 years of experience delivering top-tier technical assistance. I specialize in technical support, incident management, and problem management—focused on minimizing downtime and restoring service quickly.

In my incident and problem management work, I lead high-priority responses, coordinate between technical teams, and drive service restoration. I perform Root Cause Analysis (RCA) for recurring incidents, implement long-term corrective actions, and track incident trends to proactively identify vulnerabilities and performance risks. I ensure compliance with ITIL best practices, including adherence to SLAs/OLAs, escalation protocols, and continuous process improvement.

I also strengthen support operations through documentation, knowledge management, and team enablement. I create and maintain a knowledge base of common issues and resolutions, train IT support teams on incident handling and escalation procedures, and document incident reports, corrective actions, and lessons learned. I monitor tickets through ITSM tools such as ServiceNow and ServiceDesk Plus to improve assignment accuracy and SLA/OLA compliance.

Alongside IT operations, I bring over 2 years of Generative AI experience to enhance IT service management. I use tools like ChatGPT, Gemini AI, Copilot, and Stable Diffusion to support AI-driven automation such as ticket categorization and solution suggestions, helping improve efficiency and customer support outcomes.