Deepak Kumar Singh
ITIL Service Manager
Hyderabad
Summary
- A goal-oriented professional with nearly 7 years of experience in managing incidents and IT service desks.
- Working as a ITIL service Management Officer in Tech Mahindra.
- Proficiently managing Security Services and Infrastructure Managed Services in collaboration with various teams.
- Proficient in utilizing IT Ticketing Tools like ServiceNow, JIRA, and ITIL Framework to streamline incident & Problem management processes.
- Monitored project progress and outstanding issues, also ensuring the quality & timeliness of the deliverables
- Led the creation of lifecycle process SOP by generating monthly reports, analyzing KPI metrics, connecting bi-weekly with stakeholders, and facilitating weekly internal discussions.
- Conducted thorough ticket reviews for timely closure and proper documentation, built on successful deployment in Spain, Japan, and Germany.
- Excel in communication and teamwork, with outstanding analytical, problem-solving, and organizational skills.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
ITIL Service Manager
Tech Mahindra
Hyderabad
06.2024 - Current
- Act as a liaison between the IT department and other business units to bridge gaps.
- Serve as the owner of specific ITIL processes (e.g., Incident Management, Problem Management, Change Management, Service Level Management).
- Lead cross-functional teams to deliver high-quality IT services.
- Ensure IT services align with business goals and objectives.
- Monitor and manage daily IT operations to ensure service availability and performance.
- Implement incident and problem management processes to minimize downtime and service disruptions.
- Ensure IT services comply with regulatory requirements and organizational policies.
- We will be conducting calls with both our onsite and offshore teams to discuss tickets and challenges in order to meet the SLA.
- We regularly share the Ageing Incidents and RITMS report to ensure we meet all Critical Service Level Agreements and KPIs by the end of the month.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Coordinated with other departments to maintain streamlined and productive workflow.
Major Incident and Problem Manager
TechMojo Solutions
12.2022 - 06.2024
- Managing operations of three incident managers, effectively acting as an Incident Management Lead within the team structure
- Administering major incident and problem resolution processes, ensuring adherence to SLAs and best practices
- Validating and escalating major incidents, driving technical bridges for timely resolutions, and coordinating with cross-functional teams
- Conducting Post Incident Review meetings, ensuring compliance with standards, and mitigating risks effectively
- Implemented proactive incident analysis processes, reduced response times, and minimized business impact
- Setting up the incident and problem management from Scratch level as per the best ITIL Practices
- To avoid Major incidents, automate the alert mechanism for critical services which might avoid business interruptions
Major Incident Manager
Wipro Limited
09.2021 - 12.2022
- Managed escalations and ensured compliance with Change Management Process procedures during major incidents
- Coordinated technical bridges, involving necessary teams for swift incident resolution
- Collaborated with Problem Managers to identify root causes and prevent incident recurrences
- Conducted PIR meetings, notified stakeholders of process deviations, and rerouted misdirected incidents
- Administered major incident sub-processes to maintain service continuity and uphold SLAs
- Received the Best Quarterly Incident Manager Award twice in a row for exceptional performance
- Introduced a real-time incident tracking system that improved incident visibility and reduced resolution times
IT Service Desk Analyst
Joules to Watts
09.2019 - 09.2021
- Analyzed user behavior to understand functional requirements and conducted user satisfaction surveys
- Provided L1 & L2 support, troubleshooting MAC Systems, VM issues, and network-related problems
- Resolved tickets at the first point of contact, and ensured timely responses and minimal escalations
- Conducted hardware failure tests, identified system non-compliance issues, and ensured policy adherence
Technical Support Engineer
24/7.ai
04.2018 - 08.2019
- Company Overview: Client: AT & T (US)
- Delivered technical email and voice support to clients based in the US using the Touch Commerce tool
- Collaborated within the Net Escalation Team to address escalations using the My AT&T Zone tool
- Resolved network-related queries like LAN, Wi-Fi, and VPN (Cisco AnyConnect) within defined TATs
- Client: AT & T (US)
Education
B.Com. -
Jagruthi Degree & P.G College
Hyderabad 06.2014 - 01.2017
Skills
- Excel
- PowerPoint
- ITIL
- Incident Management
- Problem Management
Problem-solving
Service quality management
Websites
Awards
- Quarterly Champion Award, 24/7.ai, 2018
- Best Employee of the Month Award, 24/7.ai, 2019
Personal Information
Date of Birth: 09/19/96
Timeline
ITIL Service Manager
Tech Mahindra
06.2024 - Current
Major Incident and Problem Manager
TechMojo Solutions
12.2022 - 06.2024
Major Incident Manager
Wipro Limited
09.2021 - 12.2022
IT Service Desk Analyst
Joules to Watts
09.2019 - 09.2021
Technical Support Engineer
24/7.ai
04.2018 - 08.2019
B.Com. -
Jagruthi Degree & P.G College
06.2014 - 01.2017
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