Shivam Singhania
ITSM & Process Audit Specialist | Major Incident Manager | ServiceNow & Salesforce | P1/Sev1 Expert | RCA, SLA & Reporting Governance | ITIL V4 | Stakeholder Communication | AWS Monitoring at Capgemini
Based in Gurugram, India
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Seniority
Other
Department
Other
Location
Gurugram
Industry
IT Services and IT Consulting
Company size
347K
Contact information
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s•••••••@capgemini.com
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Background
About Shivam Singhania
IT Service Management and Process Audit professional with 2.8 years of experience across Major Incident Management, ITIL compliance, and service request auditing. Currently working with Capgemini on the Dell Storage Support project as a Process Auditor, ensuring service quality through detailed audits of SR handling, compliance validation, escalation reviews, and documentation hygiene. Previously served as a Critical Incident Manager at Infosys (client: Verizon), leading P1/Sev1 incident bridges, coordinating war rooms, and managing high-impact communication across business and technical teams. Adept in tools like ServiceNow, Salesforce Lightning, Splunk, AppDynamics, and AWS monitoring, with a strong focus on SLA adherence, RCA facilitation, and operational risk mitigation. Certified in ITIL V4 and Applied Generative AI, with hands-on experience in SLA/OLA/SLO governance, audit reporting, and process improvement. Passionate about driving IT operational excellence, reducing downtime, and building resilient, compliant support environments that enable smooth service delivery.
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