Sushmita Sarkar — CEO

I am an IT Service Management professional with 7.5 years of experience specializing in Incident, Major Incident, Change, and Problem Management across global enterprise environments. I am passionate about ensuring service stability, operational resilience, and ITIL-aligned process excellence. Over the years, I’ve built strong expertise in managing critical incidents, governing change workflows, reducing recurring problems, and enabling smooth communication between technical teams and business stakeholders. My approach is rooted in calm leadership, structured processes, and data-driven decision making. 🔹 Core Strengths & Expertise Major Incident Management (P1/P2) | Fast restoration, strong communication, stakeholder alignment Incident & Problem Management | RCA, trend analysis, preventive actions Change Management | CAB leadership, risk assessment, governance compliance ITSM Reporting | KPI/SLA dashboards, Power BI analysis, service improvement insights ServiceNow (Process usage), IFS Assyst, xMatters | Process & reporting workflows Cross-functional leadership & collaboration with global teams ITIL v4 Foundation certified 🔹 Notable Contributions Improved ITSM process compliance by 20–25% through governance & KPI monitoring Reduced recurring incidents by 18% through structured Problem Management & RCA Strengthened Change governance—accelerated approvals, reduced failure rates Chaired CAB and Major Incident bridges ensuring fast, controlled restoration Enhanced reporting accuracy using Power BI and automated dashboards 🔹 My ITSM Philosophy Stable IT operations are built through: Clear communication + Strong processes + Proactive analysis + Collaborative teams. I believe ITSM isn’t just about resolving issues—it’s about improving how organizations operate and ensuring continuity for business users. 🔹 Open to Opportunities I am currently exploring roles in: Incident Management | Major Incident Management | Change Management | Problem Management | ITSM Analyst / ITIL Process roles If your organization is looking for someone who brings ownership, stability, and ITIL-driven governance, I’d be happy to connect. Let’s connect and explore how I can contribute to your team’s success.

Stackforce AI infers this person is a SaaS IT Service Management expert with a focus on operational excellence.

Experience: 7 yrs 10 mos