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Kartik Kumar

ITIL Process Engineer | Service Delivery & Production Support Specialist | Incident, Change & Problem Management | AI-Augmented Operations

Noida

9+ years of work experience

Tata Consultancy Services
Dec 20223 yrs 7 mosPresent

India

Manage end-to-end incident, change, and problem management lifecycles in alignment with ITIL best practices. Resolve 30+ monthly production incidents for critical retail and enterprise applications, ensuring minimal business disruption. Perform comprehensive server quality checks and database validations to maintain high system availability across diverse client environments. Orchestrate scheduled and unscheduled deployment activities, verifying post-implementation integrity of enterprise servers. Partner with Quality Control (QC) and infrastructure teams to identify root causes and implement permanent preventive fixes. Lead team task allocation and workflows to ensure consistent delivery within defined Service Level Agreements (SLAs). Support key accounts, including Loblaw, Johnson & Johnson, Advance Auto Parts, and Cigna Corporate.
Tata Consultancy Services
Nov 20223 yrs 8 mosJun 2026

Noida, Uttar Pradesh, India

TENETCOMPUTER AND COMMUNICATION PRIVATE LIMITED
Jan 20221 yrDec 2022

Kolkata, West Bengal, India

Managed database operations and production issues for high-volume telecom billing systems (BSNL CDR2). Coordinated database change migrations across development, test, and production environments following strict change management protocols. Conducted regular system backups and validations to safeguard data integrity and ensure 24/7 service availability. Produced business and operational reports to track system health and facilitate data-driven decision-making.
Shreya Life Sciences Pvt. Ltd.
Mar 20174 yrs 11 mosJan 2022

Patna, Bihar, India

Ensured 24/7 application support and system uptime for core business operations. Analyzed operational data and generated performance reports to identify areas for service improvement. Developed comprehensive technical documentation and performance recommendations to streamline support workflows. Resolved application-level issues and optimized system processes to improve overall response times.

Education

Bachelor of Technology (B.Tech.), Computer Science

NSIT/ MAGADH UNIV.,Bodhgaya

20094 yrs2013
Netaji Subhas Institute of Technology

Bachelor of Technology, Computational Science

Netaji Subhas Institute of Technology

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Headline

ITIL Process Engineer | Service Delivery & Production Support Specialist | Incident, Change & Problem Management | AI-Augmented Operations

About

Tata Consultancy Services (TCS) leverages Service Delivery and ITIL Process professional with over 9 years of experience in enterprise production support and incident management. Proven expertise in managing high-priority incident resolution, executing change management protocols, and performing root cause analysis (RCA) to improve system stability. I actively integrate Generative AI tools (Copilot, Gemini, ChatGPT) into my daily workflow to accelerate documentation, optimize SQL queries, and streamline service delivery. Holds a Bachelor of Technology in Computer Science. Collaborates with cross-functional teams to streamline processes and deliver innovative database solutions. Dedicated to driving impactful results through technical proficiency and collaborative problem-solving.

Location

Noida

Work experience

ITIL Process Specialist / Production Support at Tata Consultancy Services, Dec 2022 - Present · 3 yrs 7 mos, India, Manage end-to-end incident, change, and problem management lifecycles in alignment with ITIL best practices. Resolve 30+ monthly production incidents for critical retail and enterprise applications, ensuring minimal business disruption. Perform comprehensive server quality checks and database validations to maintain high system availability across diverse client environments. Orchestrate scheduled and unscheduled deployment activities, verifying post-implementation integrity of enterprise servers. Partner with Quality Control (QC) and infrastructure teams to identify root causes and implement permanent preventive fixes. Lead team task allocation and workflows to ensure consistent delivery within defined Service Level Agreements (SLAs). Support key accounts, including Loblaw, Johnson & Johnson, Advance Auto Parts, and Cigna Corporate.

Analyst at Tata Consultancy Services, Nov 2022 - Jun 2026 · 3 yrs 8 mos, Noida, Uttar Pradesh, India

Production Support Analyst at TENETCOMPUTER AND COMMUNICATION PRIVATE LIMITED, Jan 2022 - Dec 2022 · 1 yr, Kolkata, West Bengal, India, Managed database operations and production issues for high-volume telecom billing systems (BSNL CDR2). Coordinated database change migrations across development, test, and production environments following strict change management protocols. Conducted regular system backups and validations to safeguard data integrity and ensure 24/7 service availability. Produced business and operational reports to track system health and facilitate data-driven decision-making.

Application Support Analyst at Shreya Life Sciences Pvt. Ltd., Mar 2017 - Jan 2022 · 4 yrs 11 mos, Patna, Bihar, India, Ensured 24/7 application support and system uptime for core business operations. Analyzed operational data and generated performance reports to identify areas for service improvement. Developed comprehensive technical documentation and performance recommendations to streamline support workflows. Resolved application-level issues and optimized system processes to improve overall response times.

Education

Bachelor of Technology (B.Tech.), Computer Science, NSIT/ MAGADH UNIV.,Bodhgaya

Bachelor of Technology, Computational Science, Netaji Subhas Institute of Technology