Pankaj Kumar
Delhi
Summary
Results-driven ITIL V4 professional with 7.5 years in incident management and service desk operations. Skilled in managing high-severity incidents and collaborating with cross-functional teams to establish SLA frameworks. Enhanced customer satisfaction in fast-paced environments through effective leadership and strong analytical capabilities.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Management Trainee - (Team Lead)
Genpact
Gurgaon
06.2023 - Current
- Primary point of contact for all major incidents, ensuring minimal business disruption and driving timely resolution.
- Led coordination between L1-L3 support, application teams, and third-party vendors to resolve high-impact issues.
- Conducted incident reviews, RCA documentation, and ensured consistent adherence to SLAs.
- Managed escalation matrices and engaged senior stakeholders to expedite issue resolution.
- Provided team mentoring and QA support to maintain service standards.
- Created feedback loops to address recurring issues and analysed customer interactions, escalations, and negative surveys for insights.
- Attended and provided input to Service Desk Tool technical meetings.
- Acted as a shift leader; creating and maintaining daily staffing schedules for all shifts.
- Perform quality checks of agent tickets, calls and chat transcripts to provide feedback for improvements.
- Followed up with end-user service-related issues.
- Develop and maintain Service Desk metrics.
- Develop and provide training in new systems and processes for the Service Desk staff.
- Liaise with peers at other regional service desk(s), maintaining a regular meeting schedule.
- Second level escalation within the Service Desk for user and technical issues.
- Completed assigned projects to support team objectives.
- Experience with external clients and managing a network operations centre preferred.
- Managed support ticket queue to ensure timely responses.
- Auditing calls, chats, and tickets, and sharing feedback
- Engaged with stakeholders to align project goals and expectations.
- Facilitated resolution of escalated customer issues to enhance satisfaction.
- Led response efforts for major incidents, minimising operational impact and ensuring swift restoration of services.
- Managed performance reviews for 15 direct reports
SPS Associate L3 (Portuguese Language Expert)
Amazon
Bangalore
07.2022 - 01.2023
- Delivered multilingual support, ensuring SLA adherence and contributing to improved first-call resolution rates.
- Managed complex, high-impact customer cases and acted as the escalation point for critical incidents across marketplaces.
- Collaborated with technical and support teams to resolve license-related queries via multiple communication channels.
- Conducted root cause analysis using customer insights and incident trends to identify process gaps and propose improvements.
- Conducted deep-dive analyses on reopened cases and dissatisfaction surveys, identifying trends to enhance support standards.
- Communicated customer feedback to internal teams, enhancing product quality and streamlining support processes.
- Reduced business loss incidents by 40% through effective case management.
Customer Service Support (Portuguese Language Expert) - 3 (SME)
Broadcom (CA Technologies)
Hyderabad
06.2018 - 06.2022
- Resolved global client incidents via phone, email, and chat, achieving resolution within defined SLAs.
- Optimised incident responsiveness and customer satisfaction by monitoring Service Cloud queues.
- Provided first-level diagnostics, access provisioning via CA SiteMinder, and identity management (SSO/MFA).
- Escalated critical incidents to specialised support teams and management.
- Documented processes and supported continuous service improvements for enhanced operational effectiveness.
Senior Operations Professional (Portuguese Language Expert) - IT Support
IBM
Hyderabad
07.2016 - 02.2017
- Managed incidents and service requests for Brazilian clients, improving response times through effective use of Remedy.
- Delivered IT troubleshooting and support via phone and email, ensuring accurate logging and timely escalation of issues.
- Executed Active Directory tasks, including user access management and password resets, to maintain secure user access.
- Reduced call volumes by implementing knowledge-based solutions and feedback.
Education
B.A. - Hindi (Hons.)
Motilal Nehru College, University of Delhi
South Moti Bagh, New Delhi01-2016
Senior Secondary - Humanities
Government Boys Senior Secondary School
Gopal Park (Azadpur, New Delhi)01-2013
Skills
- Incident & Problem Management (ITIL V4)
- Incident management
- SLA/OLA/TAT Management
- Process optimisation
- Technical troubleshooting
- Root cause analysis
- Process optimisation
- ServiceNow, Jira
- Quality assurance
- Knowledge Base Management
- Reporting & Analytics
- Client communication
- Team development
- Escalation handling
- Reporting & Analytics
Certification
- ITIL V4 Foundation Certified, 2023-01-01
- Advanced Diploma in Portuguese (B2), 2016-01-01
Websites, Portfolios and Profiles
linkedin.com/pankaj-kumarb92631148
Timeline
Management Trainee - (Team Lead)
Genpact
06.2023 - Current
SPS Associate L3 (Portuguese Language Expert)
Amazon
07.2022 - 01.2023
Customer Service Support (Portuguese Language Expert) - 3 (SME)
Broadcom (CA Technologies)
06.2018 - 06.2022
Senior Operations Professional (Portuguese Language Expert) - IT Support
IBM
07.2016 - 02.2017
B.A. - Hindi (Hons.)
Motilal Nehru College, University of Delhi
Senior Secondary - Humanities
Government Boys Senior Secondary School