Security Operations Service Manager
Resume:
Priyamvada Jindal
+1-425-***-**** Greater Seattle Area, WA ******.**********@*****.*** linkedin.com/in/priyamvadajindal
US Work Visa – L2S
SUMMARY
Experienced Incident and Service Manager with over 7 years of expertise in IT operations and security operations, specializing in incident management, problem resolution, vendor coordination, and cross-functional collaboration within global environments. Skilled in leading incident response initiatives, supporting ITSM processes, and managing vendor relationships that reduce downtime, enhance system reliability, and drive continuous process improvements. ITIL v3 certified with a proven track record in managing high-pressure client portfolios, GSOC response, and crisis intervention.
TECHNICAL SKILLS
Incident / Change / Request Management – End-to-end management ensuring rapid response and service continuity.
Problem Management & Root Cause Analysis – Mitigating and preventing incidents through thorough investigations.
Vendor Engagement & Relationship Management – Managing onboarding, compliance, and long-term coordination.
Crisis & Emergency Management – On-call response, intervention, and escalation handling for clients and vendors.
Client Communications – Skilled in advising stakeholders, preparing proposals, and providing timely updates.
ITIL Framework (ITIL v3 Certified) – Applying best practices in service management and security operations.
Tools – JIRA, PagerDuty, ITSM, Salesforce, ServiceNow, Splunk, New Relic, Azure DevOps, PowerBI.
PROFESSIONAL SKILLS
Crisis & Security Operations Management – Mitigated risks and stabilized operations through effective decision-making.
Cross-Functional Collaboration – Worked with internal and external stakeholders to align strategy with client needs.
Vendor & Client Coordination – Directed vendor screening, onboarding, assignments, and rate decisions.
Project Management – Managed client portfolios, security strategy execution, and reporting for multiple projects.
Strategic Communication – Regular updates to clients and leadership, ensuring alignment with mission and vision.
WORK EXPERIENCE
Incident Manager iPipeline June 2023 – April 2024
Orchestrated end-to-end incident management processes, reducing downtime by 30%.
Developed incident categorization and severity assessment protocols to streamline response times.
Led root cause investigations and post-incident reviews, driving preventive measures with engineering teams.
Enhanced workflows by integrating PagerDuty and Jira, cutting resolution times by 30%.
Utilized Splunk and New Relic for monitoring and proactive alerting during incidents.
Incident Manager IBM Global Services September 2016 – August 2017
Optimized incident management lifecycle, improving resolution times by 20%.
Applied ITIL frameworks to incident and problem management, achieving operational excellence.
Conducted root cause analysis and developed preventive strategies for recurring issues.
Spearheaded continual improvement plans, improving service delivery and client satisfaction.
Created and managed incident tickets in ServiceNow with detailed documentation.
Service Manager NaviSite India Pvt. Ltd. March 2015 – Jan 2016
Managed service delivery across global data centers with efficient incident and change management.
Facilitated CAB meetings and emergency change approvals.
Strengthened client relationships by managing service requirements and communications.
Utilized BMC Remedy for ticket assignment, tracking, and SLA adherence.
Security System Analyst Dell International Services February 2012 – March 2015
Managed security incident handling, ensuring SLA compliance and zero-error rate in resolutions.
Supported high-severity incidents with cross-functional coordination.
Created and routed tickets in BMC following initial analysis and triage.
Technical Support Specialist Convergys India Pvt. Ltd. January 2011 – February 2012
Delivered technical support for Microsoft software, troubleshooting OS-related issues.
Trained junior staff to improve service quality.
EDUCATION
Integral University, Lucknow, UP, India, 2009 – Bachelor of Computer Application
ADDITIONAL RELEVANT EXPERIENCE
Manage ITSM workflows, including request handling and service delivery coordination.
Document service activities, assess risks, and ensure compliance with governance standards.
Facilitate governance forums and operational reviews, providing insights on scheduling and dependencies.
Monitor service outcomes and conduct post-implementation reviews for improvement opportunities.
Serve as an escalation point for high-impact service disruptions, ensuring timely resolution and stakeholder communication.
Coordinate cross-functional efforts to restore services and minimize business impact.
Maintain records of service events, including diagnostics and resolutions.
Generate reports on service performance, trends, and SLA compliance.
Contribute to continuous improvement initiatives for ITSM processes and tools.
Ensure adherence to IT policies, audit requirements, and best practices, such as ITIL.
Collaborate with technology teams to align service delivery with evolving business needs.
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