Vidhata Sharma

Incident Coordinator / Problem Management / ITSM Service Operations

Proactive Data Systems • Fulltime

Mar 2026 - Present • 2 mos

• Coordinated high priority incidents (P1/P2) to ensure timely service restoration and minimize business impact • Led technical bridge calls involving infrastructure, application, and network teams during outages • Monitored SLA performance and triggered proactive escalations to prevent breaches • Identified recurring incidents and initiated preventive action discussions with technical teams • Supported change activities by communicating risks, impact, and downtime planning to stakeholders • Prepared operational dashboards and monthly service performance reports • Managed vendor performance and tracked contractual service obligations • Drove service improvement initiatives based on incident trends and analysis Key Contributions • Improved SLA adherence through structured escalation tracking • Reduced repeat incidents by highlighting recurring service failures

Project Management Operations Coordinator

Sysnet Global Technologies • Fulltime

Oct 2021 - Feb 2023 • 1 yr 4 mos

• Prioritized incidents based on impact and urgency • Provided daily operational updates and stakeholder communication • Generated monthly SLA and productivity reports • Coordinated stakeholders during product rollout and service transitions • Managed vendor documentation and invoicing lifecycle • Conducted risk tracking and mitigation planning

Service Desk Coordinator / Help Desk Executive

Eagle Information System Pvt Ltd • Parttime

Jul 2018 - Oct 2021 • 3 yrs 3 mos

• Logged and prioritized incidents and service requests • Escalated critical incidents to resolver teams and tracked resolution • Provided customer updates and ensured SLA compliance • Coordinated field engineers to achieve service targets • Maintained operational reports and performance dashboards