Shivam Matta

I’m a results-driven Incident Management professional with 10+ years of end-to-end service management experience, focused on P1/P2 incident mitigation and continuous operational improvement. I lead war rooms, coordinate cross-functional teams, and drive measurable SLA outcomes using ITIL V4-aligned processes.

In my current role as Major Incident Manager, I manage the full lifecycle of major, service-impacting incidents in a multi-vendor environment. I act as the Single Point of Contact (SPOC), run high-severity bridge calls, publish Major Incident Reports (MIRs), and keep incident and escalation records accurate in HPSM and MITO—while supporting RCA tracking through Problem Management.

Previously at Capgemini, I owned incident governance for global enterprise accounts and served as the primary escalation point for complex incidents in a 24/7 follow-the-sun model. I facilitated Root Cause Analysis (RCA) and Post Incident Reviews (PIRs), and I delivered service improvement initiatives that resulted in 20% better process efficiency and a 15% improvement in service delivery metrics.

Earlier, at Dell Technologies and Alivenet Solutions, I strengthened my foundation in customer-facing incident handling, documentation discipline, and team leadership. I consistently maintained high CSAT (including 90% CSAT at Dell) while working across enterprise tools and support workflows, and I built structured reporting to identify trends and proactively reduce recurring service gaps.