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Mayank Kirola

Senior IT Operations Specialist | L2/L3 Support SME | Microsoft 365 | ServiceNow | Azure AD (Entra ID) | Active Directory | Identity & Access Management | ITIL | Incident, Problem & Change Management

Greater Delhi Area

6+ years of work experience

HCLTech
Jun 20214 yrs 8 mosJan 2026

Noida

Served as the Subject Matter Expert (SME) for enterprise IT support, managing complex L2/L3 escalations across Microsoft 365, Azure AD, Active Directory, and ServiceNow. Achieved 98%+ SLA compliance by resolving high-priority incidents within agreed service targets. Conducted root cause analysis (RCA) for recurring incidents and implemented preventive actions to improve service stability. Administered Identity & Access Management, including user provisioning, de-provisioning, RBAC, and access governance. Authored and maintained SOPs, technical documentation, and ServiceNow knowledge articles to improve operational consistency. Participated in Change Advisory Board (CAB) activities, validating change requests and supporting controlled deployments. Mentored junior analysts, conducted knowledge-sharing sessions, and reduced unnecessary escalations through coaching. Delivered executive updates during major incidents and collaborated with cross-functional stakeholders to ensure timely resolution.
Accenture
Oct 20208 mosMay 2021

Bengaluru

Managed complex operational transactions within SLA and quality targets. Investigated transaction exceptions, performed root cause analysis, and collaborated with global teams to resolve issues. Maintained audit-ready documentation and contributed to knowledge management initiatives. Supported continuous process improvements to enhance operational efficiency.
Concentrix Limited Company
May 20191 yr 4 mosAug 2020

Gurugram

Delivered customer support in a high-volume environment while maintaining service quality standards. Resolved escalated issues efficiently through structured troubleshooting and effective communication. Contributed to documentation and process improvements that enhanced customer experience.

Education

School of Open Learning (DU SOL), University of Delhi

Bachelor of Arts - BA, Humanities

School of Open Learning (DU SOL), University of Delhi

20173 yrs2020

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Headline

Senior IT Operations Specialist | L2/L3 Support SME | Microsoft 365 | ServiceNow | Azure AD (Entra ID) | Active Directory | Identity & Access Management | ITIL | Incident, Problem & Change Management

About

Senior IT Operations & Support professional with 5+ years of experience delivering enterprise IT support for global organizations. Specialized in L2/L3 escalation management, Microsoft 365 administration, Azure AD (Entra ID), Active Directory, Identity & Access Management, ServiceNow, ITIL processes, and SLA-driven service delivery. Throughout my career at HCLTech, I have served as the Subject Matter Expert (SME) for enterprise support operations, resolving complex technical incidents, leading root cause analysis, mentoring analysts, authoring knowledge articles, and driving continuous process improvement. Key areas of expertise include: • ServiceNow ITSM • Microsoft 365 Administration • Azure AD (Entra ID) • Active Directory • Identity & Access Management • Incident, Problem & Change Management • SLA Governance • Root Cause Analysis (RCA) • Knowledge Management • Technical Documentation • Stakeholder Management • Process Improvement I am currently seeking opportunities in IT Operations, ServiceNow Administration, Microsoft 365 Support, Identity & Access Management, ITSM, and Enterprise Support.

Location

Greater Delhi Area

Work experience

Senior IT Operations Specialist – L2/L3 SME at HCLTech, Jun 2021 - Jan 2026 · 4 yrs 8 mos, Noida, Served as the Subject Matter Expert (SME) for enterprise IT support, managing complex L2/L3 escalations across Microsoft 365, Azure AD, Active Directory, and ServiceNow. Achieved 98%+ SLA compliance by resolving high-priority incidents within agreed service targets. Conducted root cause analysis (RCA) for recurring incidents and implemented preventive actions to improve service stability. Administered Identity & Access Management, including user provisioning, de-provisioning, RBAC, and access governance. Authored and maintained SOPs, technical documentation, and ServiceNow knowledge articles to improve operational consistency. Participated in Change Advisory Board (CAB) activities, validating change requests and supporting controlled deployments. Mentored junior analysts, conducted knowledge-sharing sessions, and reduced unnecessary escalations through coaching. Delivered executive updates during major incidents and collaborated with cross-functional stakeholders to ensure timely resolution.

Transaction Processing Representative at Accenture, Oct 2020 - May 2021 · 8 mos, Bengaluru, Managed complex operational transactions within SLA and quality targets. Investigated transaction exceptions, performed root cause analysis, and collaborated with global teams to resolve issues. Maintained audit-ready documentation and contributed to knowledge management initiatives. Supported continuous process improvements to enhance operational efficiency.

Customer Service Representative at Concentrix Limited Company, May 2019 - Aug 2020 · 1 yr 4 mos, Gurugram, Delivered customer support in a high-volume environment while maintaining service quality standards. Resolved escalated issues efficiently through structured troubleshooting and effective communication. Contributed to documentation and process improvements that enhanced customer experience.

Education

Bachelor of Arts - BA, Humanities, School of Open Learning (DU SOL), University of Delhi