annu singh
@annusingh1
I lead IT operations, major incidents, and ServiceNow-driven service improvement across global 24/7 support environments.
IndiaWhat I'm looking for
I've led 80+ analysts at Capgemini Technologies delivering 24/7 IT support across UK and ROI operations, maintaining SLA compliance and high CSAT. As Major Incident Manager, I coordinate technical teams and stakeholders through critical incidents to service restoration.
I build ServiceNow dashboards for incident KPIs, SLA performance, trends, and operational risks. I've also developed and maintained 1,600+ knowledge articles, SOPs, and troubleshooting guides, improving FCR, reducing MTTR, and strengthening self-service.
My hands-on background includes supporting 1,500 retail stores, resolving POS, kiosk, printer, VMware, Citrix, network, and access issues. I'm open to onsite, hybrid, and remote opportunities across France.
Experience
Work history, roles, and key accomplishments
Led a high-performing team of 80+ analysts delivering 24/7 IT support across UK & ROI operations, ensuring SLA compliance and high CSAT. Acted as Major Incident Manager for high-priority incidents, coordinating technical teams and stakeholders through to service restoration.
Served as Service Desk Shift Lead and Knowledge Manager, developing and maintaining over 1600 knowledge articles, SOPs, and troubleshooting guides using ServiceNow Knowledge Management. Acted as central point of contact for escalations, liaising with vendors, service towers, clients, and internal stakeholders.
Delivered frontline technical support to 1500 stores using ServiceNow, phone, chat, email, and TechSee, ensuring timely resolution and high service quality. Resolved hardware and software issues across POS systems, kiosks, ORB screens, printers, and network peripherals.
Engineer
Aditya Infotech Limited
Sep 2019 - Oct 2021 (2 years 1 month)
Configured and administered surveillance systems and security devices, ensuring system reliability and uptime. Performed network configuration and management including DHCP, DNS, IP addressing, and NAT.
Education
Degrees, certifications, and relevant coursework
Uttar Pradesh Technical University
Bachelor of Technology, Electronics and Communication
2010 - 2014
Pursued a Bachelor of Technology in Electronics and Communication Engineering from 2010 to 2014.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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