Shivam Gupta
IT Service Manager (ITSM)| Incident, Change, Problem, Knowledge & Service Request Management | ServiceNow Specialist
- Role
- IT Service Management (Itsm) Manager at Wipro
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Shivam Gupta
IT Service Management professional with hands-on expertise in Incident, Change, Problem, Knowledge, and Request Management using ServiceNow. Experienced in ensuring SLA compliance, process governance, and service stability. Actively growing towards an ITSM Manager role by contributing to CAB reviews, RCA documentation, knowledge base improvement, and cross-team coordination.
Experience
IT Service Management (Itsm) Manager
Jul 2025 — Present · Mumbai, IN
Managed Incident Management lifecycle: logging, categorization, prioritization, resolution, and closure of incidents to restore normal services quickly. Executed Change Management activities including change records, approvals, CTasks, risk assessment, and implementation tracking. Worked on Problem Management to identify root causes of recurring incidents, document workarounds, and drive permanent fixes. Processed and fulfilled Service Requests (RITMs), ensuring timely and accurate delivery of requested services. Created and maintained Knowledge Base (KB) articles to improve self-service, reduce repeat incidents, and enhance operational efficiency. Ensured adherence to SLAs and ITIL best practices, collaborating with cross-functional teams to improve service quality.
Education
Thakur Institute of Management Studies, Career Development & Research
Master's Degree
University of Mumbai
Bachelor of Science, Computer Science
University of Mumbai
T.Y.B.Sc(C.S), Computer Science
2018 — 2021
Thakur College of Science & Commerce
Associate's degree, Science
Thakur Institute of Management Studies, Career Development & Research
Master of Computer Applications - MCA, Computer Engineering
Mentorial
X, High School Certificate of Competence Program
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