NARENDER SINGH BISHT
Noida
Summary
To obtain a Major Incident Manager position in a growth-oriented organization where I can utilize my ITIL knowledge, incident coordination, and communication skills to ensure quick service restoration, minimize business impact, and improve overall IT service reliability.
Overview
6
6
years of professional experience
Work History
Major Incident Manager
Tata Consultancy Services
Noida
05.2024 - Current
- Managed high-priority incidents (P1/P2) impacting business services
- Coordinated communication between technical teams and business users during outages, ensuring timely updates and resolution.
- Led root cause analysis sessions to identify underlying issues during incidents.
- Identified and implemented improvements in Incident Management process, enhancing collaboration between teams.
- Developed and delivered training materials for incident management best practices, increasing team proficiency in handling incidents.
Incident Manager
Capgemini
01.2022 - 05.2024
- Provided L1/L2 technical support for McDonald’s stores (UK & Ireland), diagnosing and resolving hardware, software, and POS-related issues across desktops, servers, and network connectivity to ensure operational continuity.
- Leveraged ServiceNow to log, prioritize, assign, and resolve incidents and service requests, ensuring compliance with SLA and effective escalation procedures.
- Provided expert guidance during critical and high-priority incidents, assisting technical teams in quickly resolving complex issues, while making sound decisions to minimize overall business impact.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Enhanced service quality through post-incident reviews, identifying improvement opportunities, and implementing corrective actions to prevent future incidents.
Technical Support Engineer
Telus International
10.2021 - 01.2022
- Identified and resolved internet connectivity issues, enhancing user experience for residential and business clients by addressing slow browsing, disconnections, DNS failures, and no-connectivity problems.
- Resolved access-related issues and assisted users with login challenges.Managed group memberships to ensure proper access provisioning.Provided day-to-day IT support focusing on active directory administration.
- Resolved access-related issues and assisted users with login challenges.
Managed group memberships to ensure proper access provisioning.
Provided day-to-day IT support focusing on active directory administration.
Senior Technical Associate
Wipro Technology
02.2020 - 10.2021
- Managed device enrollment and monitoring through Microsoft Intune, ensuring compliance with standard policies.
- Supported identity management tasks, facilitating user administration and optimizing cloud environment efficiency.
- Delivered technical support for hardware and software issues, enhancing operational effectiveness across departments.
- Created knowledge base articles for frequently asked questions about services offered by the IT Service Desk team.
Education
B.Tech - Mechanical engineering
Raj Kumar Goel Engineering College
Pilkhuwa05.2018
Intermediate -
Father Agnel School
Noida05.2014
High school -
Father Agnel School
Noida05.2012
Skills
- Incident management
- SLA management
- Monitoring Tools (ServiceNow, Remedy)
- Vendor management
Accomplishments
I have received rewards for achieving a good number of appreciations from clients.
Hobbies and Interests
- Playing cricket, volleyball and table tennis.
- Singing bollywood songs.
Personal Information
- Father's Name: Mr. Ganga Singh Bisht
- Date of Birth: 01/19/96
- Gender: Male
- Marital Status: Single
Disclaimer
- I hereby declare that the information provided above is true and correct to the best of my knowledge and belief.
Timeline
Major Incident Manager
Tata Consultancy Services
05.2024 - Current
Incident Manager
Capgemini
01.2022 - 05.2024
Technical Support Engineer
Telus International
10.2021 - 01.2022
Senior Technical Associate
Wipro Technology
02.2020 - 10.2021
B.Tech - Mechanical engineering
Raj Kumar Goel Engineering College
Intermediate -
Father Agnel School
High school -
Father Agnel School