Headline

IT Analyst @ Gleeserve Technology IT Service Delivery Analyst | ServiceNow | ITSM | Global Infrastructure Support | Open to Remote Opportunities

About

IT professional with 2+ years of hands-on experience in global infrastructure services, ServiceNow platform, and enterprise IT service management. Currently at Gleeserve Technology, I manage end-to-end IT support for global enterprise clients — handling critical incidents, SLA monitoring, and service delivery using ServiceNow. I’ve consistently maintained 99%+ uptime and helped improve client satisfaction through structured, proactive support. Before that, I built responsive web applications at Appic Software, giving me a strong technical foundation alongside my IT service management skills. I hold a B.Tech in Computer Engineering and am passionate about using technology to solve real business problems — whether through reliable IT infrastructure or modern web solutions. Currently open to remote/work-from-home roles in: IT Service Delivery / ITSM ServiceNow Administration or Support IT Operations / Infrastructure Support Technical Support (L1/L2) Based in Alwar, Rajasthan | Available from 2nd week of July 2026 abhishekajjain88@gmail.com | +91-9414150940

Location

Alwar district

Work experience

Information Technology Analyst at Gleeserve Technology Private Limited, Jul 2024 - Present · 2 yrs, • Delivered end-to-end IT infrastructure support for global enterprise client SKF using the ServiceNow platform, consistently maintaining 99%+ service uptime. • Managed the complete ticket lifecycle — creation, tracking, escalation, and resolution — for critical incidents and service requests, reducing average resolution time. • Ensured SLA compliance through proactive monitoring, swift incident response, and structured escalation protocols in a fast-paced environment. • Collaborated cross-functionally with client teams to streamline service delivery workflows, resulting in measurably improved client satisfaction scores. • Applied IT service management best practices including ITIL-aligned change management, customer service excellence, and continuous service improvement.

IT Analyst at Gleeserve Technology Private Limited, Jun 2024 - Present · 2 yrs 1 mo, India

IT Analyst at Gleeserve Technology Private Limited, Jul 2024 - Mar 2026 · 1 yr 9 mos, Hyderabad, Telangana, India, • Provided comprehensive support for global infrastructure services utilizing ServiceNow. • Managed and raised tickets for clients, ensuring timely resolution of issues. • Collaborated with the client SKF to enhance service delivery and client satisfaction. • Developed skills in IT Service management and customer service within a dynamic tech environment.

Web Developer at Appic Softwares, Oct 2023 - Jun 2024 · 9 mos, Jaipur, Rajasthan, India, • Developed and maintained web applications using various technologies, enhancing user experience and functionality. • Collaborated on mobile development projects, integrating emerging technologies to stay ahead in the digital landscape. • Engaged in digital marketing initiatives to promote web solutions, driving brand awareness and customer engagement.

Business Development Specialist at OyeLabs, Jun 2022 - Aug 2022 · 3 mos, Haryana, India, At OyeLabs, I focused on driving business growth and accelerating the execution of custom development projects. My role involved collaborating with startups and enterprises to tackle their unique challenges using advanced technologies like Blockchain and IoT. I was dedicated to providing innovative solutions that positioned our clients for success in a competitive landscape.

Education

Bachelor of Technology, Computer Engineering, Modern Institute of Technology & Research Centre,Alwar