I am seeking a senior-level ITSM leadership position where they can leverage 12+ years of experience in Incident, Problem, Major Incident, and Service Management to improve service stability, operational efficiency, and customer satisfaction while leading teams and driving continuous service improvement initiatives.
Looking for a job
Vartika Dixit
@vartikadixit
Service Management Tower Lead at Capgemini, governing ITIL processes and driving service stability, incident recovery, and improvement.
IndiaWhat I'm looking for
At Capgemini, I own end-to-end service delivery for my assigned service management tower, working to keep services stable and aligned with SLAs, OLAs, and KPIs. I govern Incident, Problem, Change, and Service Request Management processes and drive root cause analysis for high-impact and recurring issues.
Across roles at AHEAD, FIS Global, Accenture India Limited, and Tata Consultancy Services, I coordinated major incidents, supported service-level commitments, and worked on process improvements using ITIL practices. I’m certified in ITIL V3 and Six Sigma Green Belt, and I enrolled in an MBA program in January 2026.
Experience
Work history, roles, and key accomplishments
CA
Current
Coordinates actions of incidents related to different lines of business, acting as primary point of contact for stakeholders. Evaluates severity and impact, mobilizes resources, and leads debriefs to analyze root causes and improve processes.
CA
Current
Owns end-to-end service delivery for assigned service management tower, ensuring stability, availability, and performance in line with SLAs, OLAs, and KPIs. Leads Incident, Problem, Change, and Service Request Management processes adhering to ITIL best practices.
Responsible for ownership and coordination of incident actions across lines of business, reducing mean time to resolution for all incident types. Ensures contractual SLAs are met and identifies process gaps for improvement.
Identified and troubleshooted recurring platform issues, engaging service owners to drive resolution. Ensured contractual SLAs are met and performed quality and governance activities for problem management.
Responded to and completed customer requests within SLA via a trouble ticketing system. Handled high priority and major incidents from start to resolution, analyzed incidents to create proactive problem records, and prepared RCAs.
TS
Managed problem and incident processes, ensuring service stability and adherence to SLAs. Coordinated with teams to resolve issues and improve service delivery.
Provided support to customers in banking queries and suggested loans and credit card services. Resolved customer billing concerns of outstanding balance of credit cards from existing clients.
TS
Senior Executive
Targus Tele Services
Jun 2015 - Dec 2015 (6 months)
Performed a range of tasks such as supporting sales, promptly catering to essential requirements of prevailing customers, and enhancing business prospects by discovering innovative marketing techniques.
Worked in team for desktop support and handled major technical issues such as for Windows and Mac systems.
Education
Degrees, certifications, and relevant coursework
CU
CSJM University
Bachelor of Science, Science
Completed Bachelor of Science degree from CSJM University.
GB
Government Polytechnic Lucknow (BTEUP)
Diploma, Information Technology
Completed Diploma in Information Technology from Government Polytechnic Lucknow (BTEUP).
UB
UP Board
Intermediate, General
Completed Intermediate (10+2) from UP Board.
UB
UP Board
High School, General
Completed High School (10th) from UP Board.
Availability
Looking for a job
Location
IndiaAuthorized to work in
Salary expectations
180k-250k INR
Job categories
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