Enterprise ITSM Leader - Incident, Problem, CSI

SOPHI KURIAN

Enterprise ITSM Leader Incident and Problem Management, Continual Service Improvement

904-***-**** ***********@*****.*** linkedin.com/in/sophikurian

Professional Summary

Strategic IT Service Management leader with deep expertise in Incident and Problem Management governance, operational controls, and riskbased process execution within large, regulated enterprise environments. Proven ability to support complex ITSM challenges, design futurestate processes, and deliver large-scale, longterm solutions aligned with ITIL Recognized for partnering with technology leadership, product, and engineering teams to drive automation, improve operational resilience, enhance customer experience, and strengthen compliance. Advanced practitioner of ServiceNow Incident, Problem, Performance Analytics, and Process Mining applications, with strong analytical skills to identify trends, control gaps, and emerging risks.

Experience in defining and implementing standard processes such as ITIL, CMMI Level 5 and ISO 9001:2000. Applied Lean/ Six Sigma tools to achieve measurable service improvements in process efficiency and cost-effectiveness.

Drive Continuous Improvement Projects based on Voice of Customer

Incident Management, Problem Management and Service Level management support for Services provided to a large enterprise client

Education & Certifications

Bachelor of Engineering, Electronics & Telecommunications

Cummins College of Engineering for Women, Pune University, Pune, India

ITIL v4 Foundation Lean & Six Sigma Black Belt Certification, Quality Assurance Institute, India

Currently pursuing ServiceNow System Administration certification, ServiceNow University

Core Competencies

ITSM Strategy, Governance & Operating Models

ServiceNow Process Design, Automation & Enhancements

Performance Analytics, Predictive Trends & Pattern Analysis

Regulatory Compliance & Audit Support

Executive Reporting & Stakeholder Communication

Continuous Improvement (Lean Six Sigma Black Belt)

Technical Skills

•ITSM Platforms: ServiceNow, Remedy

•Analytics & Reporting: ServiceNow Performance Analytics, Power BI, QlikView

•Process & Documentation: Visio, SharePoint

•Productivity & Enablement: MS Word, Excel, PowerPoint, Copilot

Professional Experience

CarMax Dallas 09/2024 – 01/2026

Incident Manager

Served as Incident Management Subject Matter Expert, owning governance, execution, and continual improvement of the endtoend Incident lifecycle in alignment with ITIL standards.

Supported strategy and resolution of high priority incidents, partnering with Solution Center leaders, Major Incident Managers, operations leaders, and technology teams to drive timely resolution and longterm remediation.

Designed and maintained operational controls, KPIs, and escalation routines to ensure SLA/OLA compliance, risk visibility, and consistent execution.

Provided insightful executive-level recommendations to technology leadership, interpreting incident trends, risk assessments, and performance metrics into

Developed and reviewed ServiceNow Performance Analytics dashboards, performing impact analysis on process gaps, SLA risks, and recurring failure patterns.

Worked with Problem and Change Management to support PIRs, RCA quality, and corrective action tracking for major incidents.

Leveraged ServiceNow Process Mining and analytics to reduce MTTR, improve shiftleft adoption, and strengthen lifecycle execution.

Collaborated with ServiceNow Platform, Product Owners, Scrum Masters, and Development teams to identify defects, propose enhancements, and improve automation, data quality, and user experience.

Utilized Copilot and analytics tooling to identify trends, summarize incident data, and enhance executive reporting and followup actions.

Delivered Incident Management training and reinforced process standards across teams

Bank of America Dallas, TX 05/2023 – 08/2024

Process Design Analyst

Acted as a process consultant supporting Platform Engineering and Lifecycle Services, reviewing currentstate processes and designing robust futurestate workflows.

Defined endtoend service delivery models aligned to enterprise standards and Single Process Inventory requirements.

Conducted process gap analysis, risk identification, and optimization opportunities to improve execution efficiency and governance consistency.

Developed executiveready process documentation, presentations, and reporting for senior stakeholders.

Stryker Dallas, TX 11/2021 – 03/2023

Sr. Analyst/ IT Service Management.

Develop, advise, and coach multiples team on Incident Management and Problem Management processes. Track process KPIs and support with defining and enforcing standards and implementing processes.

Manage the upgrades, enhancements, improvements of ServiceNow tool with respect to Incident and Problem Management module

Conducted ServiceNow testing in SIT, UAT during ServiceNow upgrade to Rome and Tokyo version

Prepare and create KPI reports, metrics trends and review with Senior Management. Develop and track process improvement initiatives.

Drive Problem Management and Incident management process. Work with Technical Support Teams, Suppliers or Vendors for effective Root Cause Analysis of Problems and track the effectiveness of Problem Management process

Maintain the Known Error DB

Coordinate with offshore Service Delivery and Service Management teams in effective implementation of ITSM processes.

Participated in ISO Audits as Process Owner for Problem Management and Service Level Management processes

Manage business partner relationships, communications, expectations, and escalations, including reporting on Major Incidents, SLAs, RCAs, Customer Satisfaction Index

Southern Glazers Wine & Spirits Dallas, TX 10/2020 – 09/2021

Business Analyst

Work with business owners to comprehend business issues and create project intake, detailed business requirements document with workflow, wireframes for the technical team

Provide weekly status reports, KPI dashboards and analysis to Senior Management

Worked on a pilot project to extract, clean, merge and modify data for a mandatory HR report using Alteryx tool

Provide business with Vendor Management support to ensure compliance with required Enterprise technology standards and security processes for new/ renewal contracts

Verizon Irving, TX 06/2019 – 09/2020

Lead - Client Service Management

Implemented Verizon standard Service Management processes compliant to ITIL and ensured customer’s process requirements were met

Coordinating with the Service Desk and Network Operations Center and other departments to ensure service issues are resolved quickly and efficiently

Escalate Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to the Incident Process Quality Assurance Team Lead

Escalate unresolved Incidents to Tier 3, Major Incident Team Lead

Coordinate with Network Engineering team and Project Managers for specialized investigation and diagnosis of incidents related to transition of new services

Working with Major Incident Manager to ensure incidents related to critical sites and services are managed with the highest priority and major incident management process is implemented

Managing and tracking customer’s critical sites and services

Implemented Ticket Tracking Tool and managed ebonding with customer’s ServiceNow tool

Created reports in ServiceNow, SevOne tools to track the SLAs defined in the contract and worked on presentation for Senior Management

Implemented SevOne a Network Performance Monitoring tool to report on network0020performances such as bandwidth utilization, latency, QoS utilization, top 10 applications

AIG Fort Worth, TX 09/2015 – 01/2018

ITSM Analyst

Created dashboards and associated analytics using QlikView (Desktop)

Implemented an improvement project defined in OPEX (Operational Excellence) project Charter to reduce false positive events created by monitoring tools and thereby reduce the false auto-generated incidents monitored by Global Command Center (GCC).

Worked on the upgrade project of ServiceNow tool from Eureka version to Helsinki.

Part of the OCM team in planning and conducting training sessions, communicating Project Milestones, Changes, Impacts of the Change, Risks and Support Needed

Participated in workshops to identify improvements required in change and configuration processes and corresponding changes required in the tool.

Defined Service Now Requirements from Business and tracked changes through the development lifecycle using Demand module.

Guided and trained technical teams on new functionalities in Change/ Incident and Configuration modules.

Gather basic data required for different modules.

Executed an improvement project for Change Management process to improve the efficiency and effectiveness of Change Approval process.

Worked with multiple Application and Infrastructure teams to get the basic data required in Configuration Module of ServiceNow tool which is the base for operation of other ITSM modules in ServiceNow.

Worked on designing and configuring Reports and Dashboards for management

Inovalon Annapolis, MD 10/2013 – 04/2014

Business Process Consultant

Managed relations with stakeholders and identified process concerns, waste and as-is process flow; created SIPOC of As-Is process flow using MS Visio and validated with stakeholders.

Conducted sessions with stakeholders and defined detailed As-Is process flow and To-Be process flow.

Reported weekly updates to Management on the status, risks-associated and milestones achieved.

Presented updates on the MRR improvement project and enhancements achieved to Project Sponsor and Champion.

Performed Root Cause analysis using tools such as Cause and Effect, Pareto and FMEA, improving yield and quality of MRR process; analyzed data to define current process performance capability.

Created value stream map of MRR business process to identify value-added/ non-value added and throughput yield.

Reduced cycle time for MRR business process using LEAN methodology.

TCCC Atlanta, GA 07/2012 – 03/2013

Process Consultant

Defined the Project Charter for Business Process Improvement to identify the objective, plan, and risks involved.

Conducted workshops on ITIL framework and ISO 20000 standards as well as Lean Six Sigma Methodology.

Conducted root cause analysis sessions to identify the root cause and improvement actions. Six Sigma technique such as Histogram, Fish Bone Analysis, and Pareto Charts used.

Monitored and reported status of Incidents, CRs and service levels per defined frequency in the SLA; tracked usage of Known Error Data Base.

Performed call trend analysis and did RCA to reduce incident tickets and alert optimization.

Participated in CAB meetings and ensured defined change management processes were followed.

Used FMA to identify known and potential failure points to improve applications stability.

Defined an Application Renovation Plan with Cost-Benefit Analysis, defining a continuous measurement framework.

Capgemini India, Corporate Level 08/2004 – 11/2011

QA Manager

Participated in organizational improvement initiative to drive Efficiency, applied LEAN techniques such as Value Stream Mapping and Waste Management to identify waste and improve turnaround time and process efficiency.

Served as the appraisal Team Member during CMMI SVC level 3 appraisals involving 10 projects.

Managed process gap analysis, definition, execution, and tracking of SEIs CMMI Level 5 initiative for Capgemini India which was successfully implemented and assessed at Level 5 by QAI India Pvt. Limited in February 2005.

Performed independent reporting based on KPI (Service Level Agreements) & Process Compliance Index to the QA management, delivery organization and CEO of the organization.

Facilitated process implementation for ~ 12 projects as the project SQA.

Trained project managers, leaders, and team members for organizational process models and defined processes.

Audited more than 20 projects to verify implementation of processes against standards.

Facilitated six monthly surveillance audits by external auditor (ABS Evaluation Inc.) for ISO 9001:2000.

Represented SQA and SEPG group as a Functional Area representative during CMMI appraisal.

Earlier Experience: Software Tester at Rave Technologies, India (08/1998 – 05/2004)

Contact this candidate