TUSHAR NARULA
Senior Executive
Noida
Summary
Detail-oriented IT Service Management professional with 6+ years of experience in Incident and Change Management. Proven expertise in leveraging ITIL best practices and service management tools, including ServiceNow and BMC Remedy, to optimize service delivery and operational efficiency. Skilled in managing high-priority incidents, performing root cause analysis, and facilitating effective communication between technical teams and customers. Dedicated to driving continuous improvement and delivering exceptional service in dynamic environments.
Overview
6
6
years of professional experience
Work History
SHIFT LEAD
EXL Technologies, Noida
06.2023 - Current
- Working as Shift Lead and overseeing the day-to-day operations during a designated work shift with 5-6 resources.
- Following ITIL procedure for effective quality delivery and ensuring restoration of service as per the agreed SLA.
- Creating and managing SOP's as per the process workflow. Monitor live dashboards, generate reports, and allocate workflows to optimize service delivery. Assemble and produce Weekly, Monthly Incident service reports and any other tasks as assigned.
- Proactively manage critical tickets to prevent potential outages and maintain service continuity.
- Conduct root cause analysis and collaborate with technical teams to resolve complex issues.
- Attending Bridge calls for all Major incidents with all required teams and stakeholder if required and resolving the issue within the given SLA.
- Develop and maintain a comprehensive knowledge base to enhance team efficiency and service quality.
SW/APP/CLOUD SUPPORT ASSOCIATE
Accenture Technologies, Noida
04.2022 - 05.2023
- Assisted in the rollout of an enterprise-wide change management initiative aimed at improving IT service reliability and user experience.
- Participated in project coordination for Halliburton, ensuring seamless IT operations.
- Serving as the initial point of contact for all High Priority incidents and following ITIL procedure for effective quality delivery and ensuring restoration of service as per the agreed SLA.
- Managing users Access, SW installations and applications support queries.
- Acted as a liaison between customers and internal departments to resolve priority issues promptly.
- Analyzed alerts and escalated issues to higher-level support teams, ensuring effective incident resolution.
Service Desk Engineer
Globtier Infotech Pvt. Ltd Noida
08.2021 - 03.2022
- Experience as Senior SD Analyst in Globtier Infotech for period of 6 months.
- Monitoring aggregated view of operational insights such as missing patches and change activity, security health and recommendations.
- Following ITIL procedure for effective quality delivery and ensuring restoration of service as per the agreed SLA.
- Attending Bridge calls for all Major incidents with all required teams and stakeholder if required and resolving the issue within the given SLA.
- Assemble and produce Weekly, Monthly Incident service reports and any other tasks as assigned.
- Performing monitoring and reporting, analyzing alerts and escalating alerts to higher Level support Teams
Analyst
HCL Technologies, Noida
03.2019 - 08.2021
- Worked as Analyst on 5 Projects : SOMOS, Haemonetics, DE, TruKids & AkzoNobel.
- Managing & responding Quickly to High Priority incidents and providing workaround within the given SLA's.
- Hands on Experience on various Ticketing Tools like SNOW, BMC REMEDY.
- Experience on various SMT Tools like MOOGSOFT, ZABBIX, SOLARWINDS.
- Serving as the initial point of contact for all High Priority incidents and following ITIL procedure for effective quality delivery and ensuring restoration of service as per the agreed SLA.
- Assemble and produce Weekly, Monthly Incident service reports and any other tasks as assigned.
- Performing monitoring and reporting, analyzing alerts and escalating alerts to higher Level support Teams.
- Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills.
Education
Bachelor of Computer Applications -
M.M.I.C.T & B.M
01.2016 - 01.2029
12th - CBSE
Riverside D.A.V Public School
Ambala, India 04.2001 -
Skills
ITIL Certified (ITIL v4)
IT Service Management (ITSM)
Incident Management
Change Management
ServiceNow
BMC Remedy
Moogsoft
undefinedTimeline
SHIFT LEAD
EXL Technologies, Noida
06.2023 - Current
SW/APP/CLOUD SUPPORT ASSOCIATE
Accenture Technologies, Noida
04.2022 - 05.2023
Service Desk Engineer
Globtier Infotech Pvt. Ltd Noida
08.2021 - 03.2022
Analyst
HCL Technologies, Noida
03.2019 - 08.2021
Bachelor of Computer Applications -
M.M.I.C.T & B.M
01.2016 - 01.2029
12th - CBSE
Riverside D.A.V Public School
04.2001 -
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