Shilpi Tak

Identified and delivered capacity management improvements, provided regular capacity and availability reports, facilitated client governance meetings, and managed vendor relationships to prevent SLA breaches and support service rollouts.

Prepared and presented weekly/monthly capacity and availability reports, managed P1 incidents with root cause analysis, served as SPOC for ServiceNow and coordinated cross-functional response to production issues.

Led major incident bridges and MIR delivery, coordinated root cause analysis and prevention strategies, acted as customer SPOC, and managed SLA/KPI compliance across teams.

Created monthly capacity reports, acted as escalation point for capacity/performance issues, identified cost-saving opportunities, and coordinated cross-team troubleshooting to resolve incidents.

Managed critical incidents end-to-end using ITIL, coordinated support teams to meet SLAs, led a team of 16 associates, and produced trending reports to inform capacity and performance decisions.

Coordinated global support for major incidents, chaired bridge calls until service restoration, produced After Incident Reviews and timelines, and ensured incident records were ready for problem management handover.

Restored device and application functionality for customers, troubleshot hardware/software issues, and implemented process improvements to enhance team performance and customer satisfaction.

Provided front-end technical support for hardware and software, resolved customer issues, and processed customer orders to ensure timely delivery and satisfaction.

Completed a Bachelor of Technology in Information Technology.

Completed a Diploma in Electronics and Communication.

Activities and societies: Additional certifications: LEAN 101, SIAM Operate Professional, Power Point Basic & Advanced, Excel, Power BI Basics

Holds multiple professional certifications including Advanced LEAN Six Sigma Yellow Belt, ITIL v3 Certified, and ITIL 4 training.