Summary
Overview
Work History
Education
Skills
TOOLS & TECHNOLOGIES
Timeline
Generic

POOJA SINGH THAKUR

Pune

Summary

Results-driven Incident & Service Delivery Manager with 8+ years of experience in IT operations, incident management, and stakeholder coordination. Proven expertise in managing P1/P2 incidents, driving SLA compliance, leading cross-functional teams, and improving service delivery through data-driven insights. Strong communicator with hands-on experience in ITIL processes, Power BI reporting, and operational governance.

Overview

8
8
years of professional experience

Work History

Asst. Manager – Cust. & Portal Support

Powerol – Mahindra Rise
Pune
09.2023 - Current
  • Own and manage end-to-end incident lifecycle for high-severity (P1/P2) incidents
  • Act as Single Point of Contact (SPOC) during critical incidents and outages
  • Coordinate with application, infrastructure, network, and vendor teams for rapid service restoration
  • Lead bridge calls / war rooms, ensuring timely resolution and stakeholder alignment
  • Ensure incidents are resolved within SLA/OLA commitments
  • Prepare and circulate incident notifications, status updates, RCA, and PIR reports
  • Analyze incident trends and recurring issues to implement preventive actions
  • Create Power BI dashboards and Excel reports for leadership and business review
  • Drive process improvements, enhancing operational efficiency and customer satisfaction
  • Manage team performance, conduct regular check-ins, and ensure governance compliance

Service Desk Tech II

CompuCom CSI Systems India Private Limited
Pune
10.2019 - 07.2022
  • Managed IT incidents, service requests, and escalations to ensure timely resolution in 24×7 support environment
  • Provided L2 support for applications, Active Directory, and access management
  • Ensured adherence to ITIL-based incident management processes
  • Collaborated with internal teams and stakeholders to resolve complex technical issues
  • Created and maintained knowledge base articles, reducing repeat incidents
  • Produced operational reports and metrics to track service performance and identify improvement areas

Technical Support Executive – Operations

ConneQt Business Solutions
Pune
06.2018 - 05.2019
  • Handled escalations by employing effective communication and negotiation skills, ensuring swift resolution
  • Supported customers and dealers with resolution of technical, workshop, and analytical issues, enhancing customer satisfaction
  • Logged and tracked incidents, ensuring timely resolution and customer satisfaction
  • Maintained positive customer relationships while managing service expectations, fostering loyalty and trust

Education

Bachelor of Science - Computer Science

Indira College of Commerce And Science
Pune

Skills

  • Incident & Major Incident Management (P1 / P2)
  • Service Delivery & IT Operations
  • SLA, OLA & KPI Management
  • Stakeholder & Escalation Management
  • ITIL Framework (Incident, Problem, Change)
  • Root Cause Analysis (RCA) & PIR
  • Process Improvement & Governance
  • Team Leadership & Performance Management

TOOLS & TECHNOLOGIES

  • ServiceNow / Incident Management Tools
  • Advanced MS Excel (Dashboards, Reporting)
  • Active Directory (User & Access Management)
  • SAP (Basic)
  • SQL (Basic)
  • Power BI

Timeline

Asst. Manager – Cust. & Portal Support

Powerol – Mahindra Rise
09.2023 - Current

Service Desk Tech II

CompuCom CSI Systems India Private Limited
10.2019 - 07.2022

Technical Support Executive – Operations

ConneQt Business Solutions
06.2018 - 05.2019

Bachelor of Science - Computer Science

Indira College of Commerce And Science
POOJA SINGH THAKUR