SERVICE OPERATIONS SPECIALIST
Shubham Patil
SITA INC Ltd
Gurgaon
5
years of professional experience
Detail-oriented IT Support Engineer with 4 years of experience in enterprise IT infrastructure and multi-platform endpoint support. Specializes in identity and access management, endpoint administration, and ITSM incident resolution. Experienced in maintaining 24/7 mission-critical environments and improving operational efficiency across global client sites.
Work History
SERVICE OPERATIONS SPECIALIST
8 Months- Provide primary technical support and incident management for mission-critical infrastructure across 300+ international airports and global airline clients.
- Managed end-to-end incident lifecycles in ServiceNow, adhering to enterprise SLAs and KPIs by triaging tickets based on business impact and urgency to ensure timely resolutions.
- Led high-severity incident bridge calls, coordinating cross-functional engineering and network teams to achieve rapid resolution and reduce downtime.
- Monitor and troubleshoot network and system devices (routers, switches, firewalls, and Versa SD-WAN), maintaining 99.9% uptime for front- and back-office airport operations.
- Diagnosed and resolved complex WAN/LAN connectivity, VPN authentication, and network protocol issues using diagnostic utilities and monitoring suites to maintain service availability.
- Managed service tickets for SITA aviation clients using ITSM workflows.
System Administrator
3 Years 10 Months- Administered Active Directory and Microsoft Entra ID for user onboarding/offboarding, role-based access control (RBAC), password resets, and group policy management.
- Configured, deployed, and staged workstations, laptops, and peripheral hardware, utilizing automated imaging and endpoint management tools.
- Delivered comprehensive L1/L2 desktop, hardware, and application support across corporate Windows and macOS environments.
- Enforced workstation security compliance and managed endpoint antivirus updates and OS patch deployment across distributed teams.
- Resolved incidents and service requests in ServiceNow, conducting root cause analysis (RCA) on recurring faults to reduce repeat tickets.
- Authored over 100 internal and user-facing Knowledge Base (KB) articles and SOPs, streamlining incident resolution process.
Education
Bachelor of Science - Computer Science
Skills
• Operating Systems: Windows 10/11
Windows Server
macOS
• Identity & Access Management: Active Directory (AD)
Azure / Microsoft Entra ID
Okta
IAM
RBAC
Multi-Factor Authentication (MFA)
• Endpoint & Device Management: Microsoft Intune
Kandji
Jamf
Hardware Provisioning
OS Deployment
Patch Management
• Productivity & Cloud Suites: Microsoft 365
Exchange Online
Outlook
SharePoint
Teams
Google Workspace
• Remote Support & Virtualization: Remote Desktop (RDP)
Citrix Workspace
VMware Workstation
SSH
• ITSM & Frameworks: ServiceNow
Jira Service Management
ITIL Best Practices
Incident & Request Management
SLA Compliance
• Networking & Protocols: TCP/IP
DNS
DHCP
VPN
LAN/WAN
SD-WAN (Versa)
Routers
Switches
Firewalls
Wi-Fi/WLAN
• Infrastructure Monitoring: Versa Director
NetOps
Elastic
NGOSS
Incident management
Network security
ServiceNow administration
Network troubleshooting
Timeline
SERVICE OPERATIONS SPECIALIST
SITA INC Ltd
03.2026 - CurrentRead More
System Administrator
Wipro Ltd
05.2022 - 03.2026Read More
Shivaji University
Bachelor of Science from Computer Science
Read More