Shiny Jesintha

I am an Incident Management and Technology Operations professional with 7+ years in IT Service Management, focused on reducing downtime and improving stakeholder satisfaction. I have led major incident resolution, coordinated war rooms and bridge calls, and applied ITIL practices and ServiceNow to streamline processes and cut critical incident resolution time by 15%.

I consistently drive continuous improvement through root cause analysis and post-incident reviews, producing a 10% decrease in recurring incidents and a 20% improvement in stakeholder satisfaction. I bring strong communication, escalation management, and operational reporting skills, and seek roles where I can optimize technology operations and minimize business impact.