Headline

ITSM Specialist | Corporate Communications, Change Management, Major Incident Management | ITIL Certified || Servicenow Administrator

About

Accomplished Change Manager with almost 4 years in IT Service Management (ITSM), focusing on Incident, Problem, and Change Management under ITIL frameworks. Successfully minimized system downtime, led major infrastructure changes, and implemented service improvements to boost operational efficiency. Proficient in incident resolution, root cause analysis (RCA), trend analysis, and stakeholder communication, ensuring smooth service delivery. Skilled in leading Change Advisory Board (CAB) meetings, managing high-risk changes, and conducting Post Implementation Reviews (PIRs) to enhance service stability. Experienced with ITSM tools like ServiceNow, streamlining processes and automating workflows. Committed to adopting new technologies and maintaining continuous service excellence to drive business growth.

Location

Noida

Work experience

ITSM Specialist at Airtel Africa, Jul 2025 - Present · 1 yr, Noida, Currently responsible for managing all high-priority incidents and conducting root cause analyses (RCA) to ensure timely resolution. Accountable for adherence to service-level agreements (SLAs) and the development of key performance indicators (KPIs) and standard operating procedures (SOPs) critical to operational efficiency.

Analyst at HCLTech, Aug 2022 - Jul 2025 · 3 yrs, Noida

Senior Business Development Associate at eSaral Ventures Private Limited, Nov 2021 - Apr 2022 · 6 mos, Kota, Rajasthan, India

Senior Sales Executive at Galaxy Enterprises, Nov 2020 - Sep 2021 · 11 mos, Kota, Rajasthan, India

Event Coordinator at Gurukul Institute of Engineering & Technology,Kota, Feb 2021 - Feb 2021 · 1 mo, Kota, Rajasthan, India

Education

Bachelor of Technology - BTech, Computer Science, Rajasthan Technical University, Kota

12th, maths science, St. paul's senior secondary school