Summary
Overview
Work History
Education
Skills
Technical Skills
Languages
Timeline
Generic

Saurabh Bisht

D- 208 Amrapali Princely Estate Sector 76 Noida

Summary

  • ITIL V3 Foundation Certified
  • Experienced IT Service Management professional with over 11+ years of hands-on experience in managing incidents within 24x7 environments.
  • Demonstrated expertise in delivering high-quality service and maintaining priority between tasks under tremendous pressure.
  • Proven track record of achieving excellent performance and meeting deadlines with efficiency.
  • Customer-focused and results-driven, with exceptional communication skills.
  • Consistently recognized for reliability, accountability, and a commitment to exceptional service and support.

Overview

11
11
years of professional experience

Work History

Professional II, Incident Manager Cisco TAC

Capgemini India Pvt Ltd.
Gurgaon
01.2019 - 05.2024
  • Managed and documented P1 and P2 incidents, including escalation when necessary, to ensure timely resolution and closure of service request and incident tickets.
  • Successfully resolved critical incidents that had a significant impact on the end-users of Cisco products and services.
  • Maintained adherence to SLA timelines for incident resolution.
  • Utilized expertise in investigating, troubleshooting, and analyzing escalations, production issues, and incidents to ensure optimum customer satisfaction.
  • Managed escalations and critical incidents as the primary point of contact.
  • Streamlined incident resolution by facilitating effective communication between technical teams, customers, and management.
  • Effectively communicated with stakeholders, keeping them informed about incident status and the progress made in resolving the issue.
  • Conducted thorough analysis and evaluation of complex incidents in collaboration with problem management team
  • Contributed to the successful mitigation of high impact incidents through effective change management practices, along with ensuring resolution of lower priority situations
  • Evaluated incident data, identified patterns, and recommended improvements to the Product Manager
  • Discovered global outages that hindered customer service.
  • Led and coordinated a large group of technical team members during high priority incidents
  • An understanding of Severity Matrix, Service Level agreements, Escalation Matrix
  • Worked flexibly in a 24x7 shift schedule, adapting to project requirements with complete dedication.
  • Created comprehensive incident reports and conducted post-incident reviews to determine potential areas of growth.
  • Ensured effective resolution of customer concerns and feedback to optimize service delivery
  • Collaborated with engineering, support, and operations teams to effectively resolve incidents.
  • Participated in regular meetings to discuss ongoing incidents and share knowledge.

Senior Analyst, Software Engineer

Capgemini India Pvt. Ltd.
Noida
04.2016 - 12.2018
  • Effectively handled service requests and incidents on behalf of a prominent banking account by methodically logging, progressing, updating, expediting, and resolving them within the Service Level Agreement parameters.
  • Took full ownership of ensuring quality in job responsibilities
  • Assisted customers with configuring and troubleshooting banking applications as well as providing support for desktops, network drives, Citrix client, VPN, VMware, and mobile applications
  • Troubleshot various hardware devices including CDU, Recycler, Pin Pad, Card Reader, Receipt Printer, Local Printer, Network Printer, Passbook Printer, Check Scanner and E-signature Pad
  • Demonstrating a strong understanding of various ticketing tools
  • Adhered to organizational support standards, processes, and guidelines
  • Trained, managed and motivated team members to effectively achieve organizational objectives
  • Suggested action plans to improve customer experience by providing guidance and support on technical matters to tier 1 engineers.

Technical Support Analyst: Service Desk

IBM INDIA PVT. LTD
Noida
03.2013 - 04.2016
  • I was responsible for resolving technical issues within an enterprise environment such as system crashes, slow-downs, and data recoveries
  • Managed the tracking and documentation of Priority issues, while overseeing the escalation process, resolution, and closure of Service requests and Incident tickets in a timely manner.
  • Resolved issues related to Identity Access and Connectivity, Software Deployment, and Application Interface
  • Provided End-to-End support and troubleshooting for Hardware & Software issues
  • Identified and resolved system issues by conducting in-depth research and troubleshooting
  • Identified, logged, and categorized incidents, and escalated tickets to 2nd and 3rd level support groups, including vendor support.
  • Proactively managed various network issues, enhancing overall performance and accessibility of web-based applications.
  • VPN (Citrix XenApp, Juniper), Network Drives, WI-FI connectivity issues and configuration
  • Reported priority incidents to command center and ensured appropriate technical teams were engaged and resolving the issues.

Education

Bachelor of Commerce -

Kumaun University Nainital
Nainital
01.2012

Diploma of Management -

Annamalai University
01.2009

Intermediate -

Beersheba Senior Secondary School
Haldwani
01.2008

High School Diploma -

Career Convent College
Lucknow
01.2005

Skills

  • Incident, Change, Problem Management
  • Teamwork and Collaboration
  • Escalation management
  • Technical Troubleshooting
  • Effective Communication
  • Decision-Making
  • Root Cause Analysis
  • Emergency Response
  • Post incident meetings
  • Active Listening
  • SLA management
  • Service Management
  • Multitasking Abilities
  • Stakeholder Management
  • Documentation and Reporting

Technical Skills

Desktop/Networking: Basic of Linux, Windows XP, Windows 7, Windows 8, Windows 10, Windows 11, Mac.), Microsoft Office, Office365, Internet Applications, E-Mail Clients, Knowledge of networking concepts such as TCP/IP, DNS, DHCP.


Application Worked on : MS Office, BMC Remedy, ITSM, Service Now, HP Service Manager, Test Track, Jira, SCCM, MATS, STAP, Active directory, CDETS, Confluence, CSONE Service console.

Languages

  • English
  • Hindi

Timeline

Professional II, Incident Manager Cisco TAC

Capgemini India Pvt Ltd.
01.2019 - 05.2024

Senior Analyst, Software Engineer

Capgemini India Pvt. Ltd.
04.2016 - 12.2018

Technical Support Analyst: Service Desk

IBM INDIA PVT. LTD
03.2013 - 04.2016

Bachelor of Commerce -

Kumaun University Nainital

Diploma of Management -

Annamalai University

Intermediate -

Beersheba Senior Secondary School

High School Diploma -

Career Convent College

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Saurabh Bisht