Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Languages
Certifications & Awards
Generic
Digvijay Singh

Digvijay Singh

Incident Coordinator
Gurgaon

Summary

Incident Management specialist with 8 years of diverse experience across aviation, customer support, and IT sectors. Over 5 years of expertise in managing, coordinating, and resolving high-priority incidents in fast-paced IT and operational environments. Skilled in rapidly identifying, escalating, and resolving incidents to maintain service continuity and minimize downtime. Proficient in ITIL framework, incident response protocols, and tools like ServiceNow to drive efficient incident management and service delivery.

Overview

9
9
years of professional experience
5
5
years of post-secondary education
3
3
Languages

Work History

Incident Coordinator

Accenture PLC
01.2023 - Current
  • Monitoring the volume of SLA and perform forecasting of volumes for all lines of business
  • Providing support as SME to front line associates in order to improve accuracy and resolution time
  • Strong knowledge on Client Service Level agreement and knowledge of Excel and reporting
  • Single point of contact for management reports and primary contact for technical and process queries, having a strong knowledge on the CIO Support
  • Responsible for developing and maintaining technical knowledge and reviewing knowledge base articles
  • Participating in service improvement programme and ensuring that desired goals are achieved
  • Conduct regular huddle to ensure service desk analysts are updated with the new change in the process
  • Receiving management reports on a periodical interval and assessing the reports for any opportunities for areas of improvement
  • Handle service desk IT Escalations
  • Co-ordinate with TSL/SMT teams for any service reviews
  • Every incident Logged by service desk needs to be scrubbed and ensure technologists follow the outlined process
  • Presenting weekly, fortnightly and monthly data to clients via teams calls for different locations

SW/APP/Cloud Tech Support Analyst

Accenture PLC
10.2019 - 12.2022
  • Conduct troubleshooting to resolve IT related and applications issues for Accenture employees
  • Developed and implemented an efficient ticketing system to monitor incoming self service incidents, track incidents and troubleshoot issues
  • Consistantly exceeding expectation for customer satisfaction and call volume
  • Monitoring the status and progress towards pending Incidents assigned
  • Assigning unresolved incidents to Tier2 team on time
  • Remotely connect and diagnose PC/hardware/windows problem
  • Remotely install and configure software on organization & BYOD machines
  • Dealing with active directory user administration, password reset and unlock
  • Use service now software to track and log a incident until the resolution is met
  • Refer major hardware/software issues to local support team for further assistance
  • Deal with Intune application Management/Mobile device Management and other related issues

Process Associate

Interglobe Technologies Pvt LtD
04.2018 - 09.2019
  • Preflight function
  • Perform check in and assist with other boarding services
  • Handle special situation and conditions like flight disruption/cancellation/overbooking
  • Provide efficient guest service
  • Responsible for processing legal cases received from third party law firms on behalf of customers
  • Resolving passenger's queries in case of flight (Air France/KLM) cancellation and delay or if a baggage is lost, damaged or delayed, and initiating the refund accordingly
  • Also responsible for processing passage cases using Fidelio, Oscar, Toulouse, Ticket Tool, Comco & baggage cases using World Tracer application
  • Post flight function

Research Associate

British Telecom India Pvt Ltd
06.2016 - 04.2018
  • Handle service related tickets from UK communication providers (e.g Virgin, TalkTalk, British Telecom Retail) and processing tasks including billing disputes, refund request and payment validation in an efficient and accurate manner
  • Keep records of client interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Resolve client escalations along with service or billing complaints by performing activities such as service warranty validation, refunding money, or adjusting bills
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as service issues at our end
  • To achieve operational targets as defined by the senior management
  • To achieve and maintain a good knowledge/capability of BT systems which are used for the role
  • Take responsibility for personal development and drive own performance

Education

Bachelor of Commerce (B. Com) -

Aligarh Muslim University
07.2010 - 06.2013

Intermediate (10+2) - undefined

Aligarh Muslim University
07.2009 - 06.2010

High School - undefined

Babulal Jain Inter College
07.2007 - 06.2008

Skills

Technical Troubleshooting

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Accomplishments

  • Ranked #1 in annual stack ranking of 70+ associates for the year 2021.
  • Awarded with Employee of the month for commitment to going above and beyond the call of duty in Jan & May 2017.
  • Successfully trained over 200 employees in Accenture for process knowledge.
  • Developed and implemented training programs for new hires and ongoing professional development.
  • Participated in debate competitions and Q&A sessions in college on various topics such as capital markets, business law and corporate governance.
  • Have represented school and college in inter-school cricket tournaments.

Timeline

Incident Coordinator

Accenture PLC
01.2023 - Current

SW/APP/Cloud Tech Support Analyst

Accenture PLC
10.2019 - 12.2022

Process Associate

Interglobe Technologies Pvt LtD
04.2018 - 09.2019

Research Associate

British Telecom India Pvt Ltd
06.2016 - 04.2018

Bachelor of Commerce (B. Com) -

Aligarh Muslim University
07.2010 - 06.2013

Intermediate (10+2) - undefined

Aligarh Muslim University
07.2009 - 06.2010

High School - undefined

Babulal Jain Inter College
07.2007 - 06.2008

Languages

English
Bilingual or Proficient (C2)
German
Elementary (A2)
Hindi
Bilingual or Proficient (C2)

Certifications & Awards

  • ITIL Foundation V4 certified, 09/29/24
  • Microsoft Certified: Security, Compliance, and Identity Fundamentals, 05/01/22
  • Microsoft 365 Certified: Fundamentals, 04/16/22
  • Microsoft Certified: Azure Fundamentals, 03/27/22
  • The Extra Mile Award (Accenture Celebrates Excellence), FY22 (Q2)
Digvijay SinghIncident Coordinator