Shivani Parimoo
@shivaniparimoo
Service Manager specializing in ITSM, quality assurance, and Six Sigma process improvements to prevent and resolve major incidents.
IndiaWhat I'm looking for
I’m a service management leader with 14 years of experience in Service Management, Quality Assurance, and Six Sigma, focused on end-to-end transitions from service transition to operations. I’ve led investigations and major incident processes, driving customer-driven escalations and service assurance review calls with operations.
I’ve worked across IBM, Accenture, IPSoft, HCL Technologies, and others—promoting deployment of incident, problem, and change practices; chairing CAB and PIR calls; and managing performance and development of teams. Certified in ITIL V3 and Six Sigma Green Belt, I use DMAIC to support continual process improvements, QA audits, and knowledge base/document management to strengthen compliance and outcomes.
Experience
Work history, roles, and key accomplishments
Service Management Lead
IBM India Pvt. Ltd. / Kyndryl
May 2020 - Nov 2021 (1 year 6 months)
Supported deployment of service management processes covering incident, major incident, problem, and change management across interacting groups. Led investigations, outage resolution, CAB and post-incident review calls, and managed team performance and process-transition projects for new clients.
Led a service management team of 10 members supporting dedicated and shared clients, including service assurance review calls with operations. Drove service assurance gap remediation, led post-incident review calls, managed client process transition projects, and oversaw team performance, prioritization, and performance reviews.
Service Management Lead
IPSoft Global Services & IPSoft India
Jul 2012 - Jun 2019 (6 years 11 months)
Led incident managers locally, focusing on major incident management and customer-driven escalations. Provided 24x7 Tier 1 support for high-priority incidents, conducted new-hire training on quality standards, worked within ITIL framework, and produced weekly/quarterly/monthly audit reports and project status/metrics tracking.
Performed operations following ITIL and DMAIC, conducting daily and periodic quality audits for incidents, problem, and change issues. Identified automation projects, drove action items based on audit findings, audited transition trackers (RACI/Wave/Resource) and training materials/SOPs, and used FMEA and mistake proofing to improve quality.
Education
Degrees, certifications, and relevant coursework
Moradabad Institute of Technology
Bachelor of Technology, Computer Science
Completed a B.Tech in Computer Science from Moradabad Institute of Technology in 2005.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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