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Vidya Mary Samuel

@vidyamarysamuel

Message

IT Operations leader specializing in ServiceNow Major Incident and Problem management.

India

Message

What I'm looking for

I’m looking to lead ITSM/ITOM operations using ServiceNow—driving major-incident recovery, RCA/CAPA and automation—while strengthening SLA/KPI compliance, stakeholder communication, and long-term service stability for critical applications.

I’m an ITIL V3/V4 certified IT Operations professional with 13 years of experience across ITSM, ITOM, and Production Support, focused on ServiceNow and major-incident/incident/problem/change governance. I lead end-to-end Major Incident Management (P1/P2) with rapid service restoration, crisis communication, and stakeholder escalation while maintaining SLA adherence.

In my current role as IT Operations Manager at Volvo Cars India, I drive Post Incident Reviews (PIR), Root Cause Analysis (RCA), CAPA closure, and Known Error Database (KEDB) management to reduce repeat incidents and improve service stability and MTTR. Previously, as an IT Process Manager at Silicon Valley Bank and a Service Management Consultant at Accenture, I owned ITSM operations across Incident, Problem, and Change, supported automation and reporting in ServiceNow, and delivered continuous improvement programs that enhanced service delivery and governance.

Experience

Work history, roles, and key accomplishments

Current

IT Operations Manager

Current

Volvo Cars India Pvt Ltd

Oct 2021 - Present (4 years 9 months)

Led end-to-end Major Incident Management (P1/P2) in ITIL-driven environments, improving MTTR while maintaining SLA adherence and crisis communication. Conducts PIR and RCA (including CAPA closure and KEDB management) and uses ServiceNow and automation/dashboards to drive continuous service improvement.

ITIL Major Incident Management Incident Management Problem Management Change Management ServiceNow CAPA Trend Analysis SLA OLA Management KPI Management Stakeholder Management Automation Dashboards Monitoring

IT Process Manager - Incident

Silicon Valley Bank

Aug 2020 - Oct 2021 (1 year 2 months)

Managed end-to-end ITSM operations to ensure SLA/OLA/KPI compliance across Incident, Change, Problem, and Knowledge. Oversaw ServiceNow operations, automation initiatives, and dashboard reporting to improve service delivery and governance.

ITSM Incident Management Problem Management Change Management Knowledge Management ServiceNow Automation Dashboards Continuous Improvement

Service Management Consultant

Accenture

Jan 2019 - Aug 2020 (1 year 7 months)

Worked across global airline clients on incident tracking and service reliability activities using ServiceNow. Designed incident tracking dashboards and prepared scribe and root cause reports to support quicker resolution of recurring issues while driving continuous service improvement (CSI).

ServiceNow Incident Tracking Dashboard And Reports Root Cause Analysis Continuous Improvement service reliability Incident Reports

Senior Systems Engineer

Cognizant Technology Solutions

Sep 2012 - Dec 2018 (6 years 3 months)

Performed release and deployment activities and supported production operations including incident management and service restoration to maintain business continuity. Monitored alerts using Dynatrace, SolarWinds, and Splunk and executed deployments across Production and UAT environments.