Headline

ServiceNow| ITSM Tools| ITIL V4| Incident Management| Problem Management| Change Management| Atlassian| Confluence| Service Delivery| JIRA|

About

I am an accomplished professional delivering nearly 6 years in the IT service management sector, particularly excelling in service desk operations and critical incident management. My dexterity lies in optimizing service desk operations and managing critical incidents to enhance overall IT service delivery and customer satisfaction. Demonstrated excellence in reducing incident resolution time by 40% through the implementation of streamlined escalation procedures and advanced diagnostic tools. Driven by a commitment to operational excellence, I have consistently delivered transformative results in incident management and customer satisfaction. Enhanced communication protocols and timely updates during major incidents led to a 30% improvement in customer satisfaction scores. By managing and resolving over 1000 critical incidents annually, I ensured strict adherence to Service Level Agreements (SLAs), effectively minimizing business disruption. Key Achievements: • Increased first-contact resolution rates by 25% by refining incident management processes and providing targeted training to support staff. • Reduced the frequency of recurring incidents by 35% through the successful implementation of root cause analysis and corrective action plans. • Implemented an automated incident tracking system that decreased manual tracking errors by 50% and improved overall accuracy in incident reporting. • Led a major incident response team that successfully handled high-impact incidents with a 95% on-time resolution rate. • Improved incident communication efficiency by 20% by developing and standardizing communication templates and protocols. • Conducted over 100 post-incident reviews that identified key areas for improvement and led to a 15% reduction in incident reoccurrence.

Location

Lucknow

Work experience

Critical Incident Manager at Lemongrass, Nov 2023 - Present · 2 yrs 9 mos, Remote, Managed 24/7 escalation and major incident processes, ensuring seamless handovers, stakeholder communication, and timely resolution across AWS, Azure, Google, SAP, and partner teams. Led customer calls, maintained incident records, facilitated postmortems, and supported continuous improvement through audits and reviews. Collaborated cross-functionally, contributed to critical incident processes, and maintained knowledge-sharing content on Confluence.

Service Analyst at Lemongrass, Aug 2021 - Nov 2023 · 2 yrs 4 mos, Part of the Global Service Desk team, delivering top-tier IT support to internal employees and external clients via email and phone. Responsible for managing incidents, service requests, and escalations while ensuring prompt communication of high-priority issues. Involved in creating training materials, maintaining user administration, and coordinating on-call schedules. Supported SDMs, PMOs, and consultants, while utilizing tools like ServiceNow, PagerDuty, SharePoint, and SysAid. Contributed to global meetings, timely reporting, and consistent adherence to service level agreements, ensuring a seamless IT experience.

Student Coordinator at Amity University Lucknow Campus, Feb 2020 - Nov 2021 · 1 yr 10 mos, Greater Lucknow Area, At Industrial Coordination Committee(ICC) working towards filling the gap between the industry and the students.

Market Research Analyst at Edggi, Jul 2020 - Aug 2020 · 2 mos, India, On the basis of Consumer market research & competition analysis, prepared a project report on formulating strategies to increase the users of Edggi and how to generate revenue & make Edggi a self sustainable startup.

Marketing Promotions Manager at Sanmarg Events and Advertising Pvt. Ltd., Jan 2018 - Mar 2019 · 1 yr 3 mos, Greater Lucknow Area

Education

Master of Business Administration - MBA, Marketing/Marketing Management, General & Operations, Amity University Lucknow Campus

Bachelor of Business Administration - BBA, International Business, Lucknow University, Lucknow