SHASHANK D
ITSM Manager | Capgemini - Skillset: ITSM | ITIL | Scrum | ServiceNow Management | Jira Management | Power BI | Agile Methodologies
Bengaluru
6+ years of work experience
Apr 20251 yr 8 mosPresent
Bengaluru, Karnataka, India
I am a dedicated IT professional acting as an ITSM Manager in Kirkland & Ellis Project, managing the ITSM process. My background blends strong technical expertise with proven leadership, having led the CGO and PE teams, managed ITIL Service cycle, Change Management, Incident management, and performance optimization in high-pressure environments, currently targeting future roles such as Senior Service Delivery Manager, Senior ITSM Manager, Project Manager.
Feb 20232 yrs 1 moFeb 2025
Bengaluru, Karnataka, India
- Led multiple Agile projects, ensuring seamless sprint execution and backlog management.
- Managed ITSM tools (ServiceNow, Jira) for Agile project tracking, user story refinement, and continuous
improvement initiatives.
- Conducted Agile ceremonies, including daily stand-ups, sprint planning, and retrospectives to enhance
collaboration and efficiency.
- Developed data-driven insights for leadership using Power BI dashboards and performance reports.
- Implemented risk management strategies to mitigate project delays and align deliverables with business goals.
- Collaborated with cross-functional teams to improve service delivery, ensuring SLA adherence and business continuity.
- Mentored Agile teams, fostering a culture of continuous improvement and high performance.
- Designed and implemented process improvements, reducing response times and increasing operational
efficiency.
- Coordinated with senior leadership and stakeholders to define project objectives, scope, and deliverables.
- Assisted in automating IT service management tasks, leveraging Power BI and scripting to enhance monitoring and reporting capabilities.
Feb 20212 yrs 2 mosMar 2023
India
- Managed and monitored project milestones for IT infrastructure support, ensuring adherence to Agile
workflows and business analytics insights.
- Led automation initiatives for the service desk and network monitoring, improving efficiency and reducing
resolution time.
- Created interactive dashboards using ServiceNow, providing real-time insights into project health and risk factors.
- Collaborated with cross-functional teams to ensure Agile best practices and successful sprint execution.
- Supported major incident handling and root cause analysis, providing data-driven recommendations for long-term improvements.
- Led the integration of advanced monitoring tools, improving proactive issue detection and reducing downtime.
- Worked on implementing cloud-based backup and disaster recovery solutions, ensuring data integrity and business continuity.
- Assisted in knowledge management efforts, creating technical documentation and best practices for improved troubleshooting efficiency.
- Monitored network performance using SolarWinds, Nagios, ensuring proactive issue detection and minimal downtime.
- Assisted in troubleshooting network issues, escalating critical alerts to L2/L3 teams for resolution.
- Created reports and dashboards to analyse network health and optimize monitoring strategies.
- Ensured compliance with IT policies, maintaining documentation for configuration management.
- Executed routine health checks on network infrastructure, identifying anomalies and assisting in preventive maintenance.
- Maintained accurate documentation of network events, incidents, and resolution steps, improving knowledge sharing and troubleshooting efficiency.
- Worked closely with cross-functional teams to ensure compliance with meeting 100% SLA and KPI's on incident response and resolution processes.
- Participated in major incident handling, contributing to root cause analysis and implementing corrective actions.
Dec 201911 mosOct 2020
Bengaluru, Karnataka, India
- Provided Level 1 & Level 2 IT support, ensuring seamless incident resolution while applying Business Analytics techniques to optimize issue resolution workflows.
- Assisted in Active Directory management, IT service requests, and Agile-based system troubleshooting.
- Developed documentation and knowledge base resources to streamline future project execution and service improvements.
- Managed Active Directory tasks, including password resets, account creations, and permission modifications.
- Handled IT service requests and incident management via ServiceNow, ensuring timely resolution within SLA guidelines.
- Installed, configured, and maintained Windows OS, ensuring seamless workstation functionality.
- Assisted in Microsoft Office 365 troubleshooting, resolving email, OneDrive, Teams, and SharePoint issues.
Set up and configured new desktops, laptops, and mobile devices for onboarding employees.
- Provided remote support for end-users, assisting with VPN connectivity and access management.
- Documented troubleshooting procedures and created knowledge base articles, improving resolution times.
- Performed software installations and system updates, ensuring compliance with security policies.
SHASHANK’s AI Stack
Education
Bachelor of Technology - BTech, Computer Engineering
Reva University
20154 yrs2019
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