Rahul Shukla
IT Service Manager ITSM
LUCKNOW
Summary
Accomplished IT professional with over 12 years in IT infrastructure and project management. Specializes in service desk management and end-user support utilizing ITIL principles and ITSM tools like ServiceNow and Power BI. Experienced in managing service catalog requests, hardware asset management, and incident/problem management within ServiceNow, driving operational efficiency through strategic reporting and web service integration.
Overview
2
2
Languages
4
4
Certifications
13
13
years of professional experience
Work History
Technical Specialist
Hexaware Technologies Ltd.
Noida
07.2022 - Current
- End-to-end responsibility of day-to-day Configuration Management & Asset management support
- Managed relationships between configuration items to ensure accuracy.
- Identified gaps in CMDB & asset management processes and suggested actionable improvements
- Coordinate with respective support group’s Change Owners/Implementers to ensure completeness of change records for different inputs like implementation plan, roll back plan, Risk & Impact Assessment, required approvals etc.
- Conducted quarterly CI & asset reconciliation to ensure CMDB & AMDB accuracy
- Weekly Review CMDB & Asset management Dashboard and maintain all CMDB’s details in ServiceNow.
- Coordinated with support groups' Change Owners/Implementers to ensure completeness of change records, including implementation plans, rollback plans, risk assessments, and required approvals
- Manage the CI-to-CI relationship with proper control
- Participate or lead required reviews, discussions related to change management
- Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
- Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
Major Incident Manager
HCL Technologies Ltd.
LUCKNOW
12.2019 - 07.2022
- Coordinated technical restoration actions and plans for P1 incidents, ensuring timely resolution and minimizing business disruption.
- Managed technical and functional escalations to streamline restoration process and enhance response effectiveness.
- Served as central communication point for major incidents, developing resolution plans that aligned with stakeholder expectations.
- Coordinated technical restoration actions and plans for P1 incidents.
Incident Management
Wipro Ltd.
New Delhi
12.2017 - 12.2019
- Streamlined Incident Management process to enhance efficiency and effectiveness.
- Generated management reports and assessed ITSM Tool performance.
- Facilitated continuous improvements and maintained quality communication with stakeholders.
- Improved incident management workflows through streamlined communication between SOC Analysts, IT departments, and other relevant parties.
- Implemented continuous improvement initiatives, refining incident management processes to drive efficiency gains.
- Oversaw incident management processes, ensuring timely resolution and minimal impact on business operations.
Desktop Engineer
Renovision Automation Services Pvt. Ltd.
New Delhi
10.2013 - 12.2017
- Troubleshot technology issues to restore functionality and minimize downtime
- Perform remote troubleshooting
- Facilitated discussions to identify root causes of technical issues
- Ask questions to pinpoint the problem
- Assisted new hires in configuring their computer systems and software
- Maintained and upgraded equipment regularly.
- Led system administration, overseeing 1000 installations across multiple facilities.
Education
MBA - General Management
Annamalai University
New Delhi, India01-2017
BBA - Management
Jagannath International Management School (GGSIPU University)
New Delhi, India08-2013
12th -
Kendriya Vidyalya
Delhi04-2010
10th -
Kendriya Vidyalya
Gujarat04-2008
Skills
Problem management
Asset management
Configuration management
Change Management
Asset Management
Accomplishments
- Managed the Central Service Desk along with priority tickets along with the rotational shift to enable support to Carlsberg users present across Globe.
- Implemented the KPI reports in Power BI to facilitate the customer as well as HCL Management VIP support – Dedicated VIP desk and checklist Led the EUS team for business/end users in rotational shift.
- Successfully achieved the EUS SLA (Response & Resolution SLA) with 99% for Incident and Service Request.
- Implemented & facilitated the Automation Tool- Tensai for Hexaware Support Groups.
- Implemented the process of CMDB & HAM Module in SSRM & Covanta.
- Achieved 100% Infra availability for all quarters as well as 100% SLA.
- Successfully Implemented the ITSM module in SSRM, Covanta, Trustmark with the help of Service now Team.
- Awarded as a Dream Team award From Hexaware.
Certification
ITIL V3 & V4 Foundation Certified by Axelos.
PERSONAL INFORMATION
- Father's Name: Dinesh Chander Shukla
- Date of Birth: 1992-04-30
Timeline
Technical Specialist
Hexaware Technologies Ltd.
07.2022 - Current
Major Incident Manager
HCL Technologies Ltd.
12.2019 - 07.2022
Incident Management
Wipro Ltd.
12.2017 - 12.2019
Desktop Engineer
Renovision Automation Services Pvt. Ltd.
10.2013 - 12.2017
MBA - General Management
Annamalai University
BBA - Management
Jagannath International Management School (GGSIPU University)
12th -
Kendriya Vidyalya
10th -
Kendriya Vidyalya