Loading profile…
Vidya Mary Samuel
Looking for a jobIT Operations Manager
IT Operations Manager at Volvo Cars India managing incidents, changes, and service stability.
IndiaIT Operations Manager at Volvo Cars India Pvt Ltd
Experience
IT Operations Manager
Owns incidents in ServiceNow, coordinates with support teams, and drives timely resolution of P1–P4 incidents while minimizing business impact and meeting SLA targets. Tracks recurring incidents, coordinates root cause analysis, and follows up on corrective actions to prevent repeat issues.
ServiceNowIncident ManagementRoot Cause AnalysisChange ManagementSLA ManagementStakeholder ManagementEscalation Management
IT Process Manager – Incident, Problem & Change
Managed end-to-end ITSM operations, ensuring SLA, OLA, and KPI compliance across Incident, Change, Problem, and Knowledge modules. Oversaw ServiceNow operations, automation initiatives, and dashboard reporting for performance visibility.
ITSMServiceNowIncident ManagementChange ManagementProblem ManagementSLA ManagementKPI ManagementAutomationDashboard Reporting
Service Management Consultant
Worked across multiple global airline clients ensuring high service reliability and operational continuity. Designed and implemented incident tracking dashboards in ServiceNow, enabling efficient monitoring and analysis of incidents by cluster.
ServiceNowIncident ManagementRoot Cause AnalysisContinuous Service Improvement (CSI)Dashboard DesignStakeholder Management
Senior Systems Engineer
Cognizant Technology Solutions
Involved in release and deployment activities using an in-house automated deployment tool and Jenkins for build management. Supervised onsite and remote teams, led incident management, and monitored application and infrastructure alerts using Dynatrace, SolarWinds, and Splunk.
JenkinsDeploymentIncident ManagementDynatraceSolarwindsSplunkTeam LeadershipEscalation Management
Education
Oracle University
Earned the Oracle AI Foundations certification in 2025.
Earned the Oracle AI Foundations certification in 2025.
AXELOS
Earned the ITIL V3 Foundation certification in 2015.
Earned the ITIL V3 Foundation certification in 2015.
Six Sigma
Certified as a Six Sigma Green Belt.
AXELOS
Achieved the ITIL 4 Managing Professional certification in 2023.
Achieved the ITIL 4 Managing Professional certification in 2023.
Agile Methodologies
Certified as an Agile Methodologies Practitioner.
Lean Six Sigma
Completed Lean Six Sigma Yellow Belt certification in 2021.
Completed Lean Six Sigma Yellow Belt certification in 2021.