Anuj Jain
New Delhi
Summary
Experienced IT Operations Specialist with 9+ years of expertise in incident management, technical support, and process optimization. Proven track record in enhancing service delivery, improving operational efficiency, and leading cross-functional teams. Recognized for achieving outstanding customer satisfaction and delivering high performance. Passionate problem solver dedicated to continuously improving processes and driving results in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Assistant Consultant
Tata Consultancy Services (TCS)
09.2023 - Current
- - Drive efficiency and effectiveness of the Incident Management process across teams
- - Enforce ITIL-aligned processes and continuously work on process improvements
- - Ensure adherence to SLAs, identifying risks and resolving high-priority incidents
- - Lead root-cause analysis, trend reporting, and communication of incident updates
- - Collaborate with cross-functional teams to maintain service continuity and quality
Associate Staff Engineer – Incident Management & Team Management
Nagarro Software Pvt Ltd
06.2019 - 08.2023
- - Led incident response and resolution for critical IT services
- - Extracted and analyzed data from CRM tools to generate performance dashboards and reports
- - Mentored and guided junior team members, enhancing productivity and team cohesion
- - Authored Knowledge Management documents to streamline troubleshooting and reduce resolution time
- - Recognized on Cheer-boards for consistent excellence in performance across multiple quarters
Senior Process Executive (SME) – Client: YouTube
Cognizant
09.2018 - 06.2019
- - Managed escalations and resolved global customer issues for YouTube Premium
- - Ensured team met SLA metrics including CSAT, TAT, and resolution efficiency
- - Implemented mentoring initiatives, fostering individual team member development
- - Led shrinkage and attrition management efforts, improving team stability
- - Created daily performance reports and ensured prompt resolution of customer concerns
Technical Support Specialist
Honeywell International Pvt Ltd, Gurgaon
11.2014 - 08.2018
- - Supported technical operations for Honeywell’s Security and HVAC systems
- - Played key role in process setup, reporting (MIS), and performance dashboards
- - Facilitated new training programs and evaluated process quality
- - Provided end-to-end issue resolution through case management tools
- - Honored for innovation and knowledge-sharing initiatives
Education
Bachelor of Technology (B.Tech) - Mechanical Engineering
PDM College of Engineering
05-2014
Skills
- Incident management expertise
- Workflow Planning & Process Improvement
- Team Leadership & Mentoring
- SLA Management
- Customer Relationship Management
- Knowledge Management
- ITSM Tools (CRM, ServiceNow, etc)
Accomplishments
- - Supervised and managed teams of 30+ staff members
- Spot award for maintaining SLA with defined target for entire quarter. (TCS)
- - Multiple rewards for highest customer satisfaction ratings at Honeywell
- - Recognized on Cheer-boards for outstanding contributions at Nagarro
Timeline
Assistant Consultant
Tata Consultancy Services (TCS)
09.2023 - Current
Associate Staff Engineer – Incident Management & Team Management
Nagarro Software Pvt Ltd
06.2019 - 08.2023
Senior Process Executive (SME) – Client: YouTube
Cognizant
09.2018 - 06.2019
Technical Support Specialist
Honeywell International Pvt Ltd, Gurgaon
11.2014 - 08.2018
Bachelor of Technology (B.Tech) - Mechanical Engineering
PDM College of Engineering
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