Sumit Vishwakarma

I’m a Service Desk and Incident Management professional with 4+ years of experience managing the ITIL service lifecycle, specializing in incident triage, prioritization, dispatch, and SLA-driven 24/7 production support. In my current role as a Critical Incident Manager, I monitor and manage incidents and service requests in ServiceNow, ensuring proper triage, categorization, and queue health by tracking aging, stalled, or misrouted tickets.

I lead P1/P2 major incidents as a central coordination point—facilitating bridge calls, engaging the right resolver teams, and driving clear communication across shifts to ensure timely resolution and service continuity. I also support Problem Management through RCA and trend analysis to reduce recurrence, and work with Change Management teams to coordinate fixes, patches, and releases with minimal production risk. I’m currently pursuing ITIL v4 Foundation and aim to keep improving operational excellence through disciplined service operations.