Shweta chaudhary

Service-focused professional with strong experience in Service Operations, SLA management, and vendor coordination. Skilled in ensuring high service availability, meeting contractual SLAs, and driving continuous improvement through metrics, RCA, and process optimization. Known for proactive incident management, stakeholder communication, and maintaining service quality in high-pressure environments

Monitor and manage Service Level Agreements (SLA) to ensure compliance with contractual and business requirements

Track incident, problem, and service request SLAs across multiple applications and vendors

Own P1/P2 incidents, ensuring timely resolution and minimal business impact

Coordinate with internal teams and third-party vendors to meet response and resolution targets

Prepare and present SLA dashboards, service reports, and performance metrics

Conduct Root Cause Analysis (RCA) and implement corrective/preventive actions

Identify recurring issues and drive continuous service improvement initiatives

Ensure adherence to ITIL processes and service governance standards

Act as a single point of contact for service escalations and stakeholder communication

Support audits and reviews by maintaining accurate SLA and service documentation

Bachelor of Computer Applications (BCA) with a strong foundation in computer systems, IT support, and service management, complemented by a Computer Diploma, providing practical knowledge aligned with L1/L2 technical support and SLA-driven service delivery.