Sukanya Pitake

I’m an ITIL-oriented Incident Management professional who coordinates major incidents to drive timely service restoration while staying aligned to SLA commitments. I focus on minimizing business impact through structured incident control and clear stakeholder communication.

At Wipro Technology, I’ve worked as an Incident Co-Ordinator with experience managing P1/P2 incidents end-to-end. I lead incident bridge calls, coordinate cross-functional technical teams, and provide regular updates throughout the incident lifecycle to support fast, reliable resolution.

Previously, I worked as an L1 Incident Analyst and Request Management Analyst, acting as the first point of contact for incidents and service requests. I logged, categorized, prioritized, and assigned tickets in line with ITIL processes, performed initial troubleshooting, and escalated complex issues to L2/L3 support while monitoring progress and keeping users informed.

I also support ITSM processes including Incident, Problem, and Change Management, with a strong emphasis on RCA, continuous service improvement, and operational excellence. I bring additional responsibilities such as queue/escalation management, SLA management, KT & onboarding, SOP/process documentation, mentoring, and knowledge management—supported by my ITIL and ServiceNow-related certifications.