Open to opportunities

Anurag Raj

@anuragraj

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IT Service Management professional with 8+ years of experience.

India

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What I'm looking for

I am looking for a role that fosters continuous improvement and values proactive strategies in IT service management.

I am an IT Service Management professional with over 8 years of experience in driving incident, change, and problem management across global operations. My expertise lies in leveraging ITIL frameworks and ServiceNow to streamline processes, enhance SLA compliance, and reduce critical incidents. I have a proven track record of mentoring global teams and building efficient communication channels for stakeholders, which has been instrumental in implementing proactive strategies that minimize downtime and maintain continuous service excellence.

In my current role at Wipro as a Process Specialist, I serve as the Single Point of Contact for Incident, Problem, and Change Management. I coordinate with clients, internal teams, and third-party vendors to ensure seamless operations and adherence to SLAs. My leadership during high-severity incidents as a Crisis Manager has helped orchestrate rapid responses and effective communication, significantly reducing business impact. Previously, at Cognizant Technology Solutions, I led global ITSM operations and successfully reduced critical server-related incidents by 25% while boosting customer satisfaction ratings.

Experience

Work history, roles, and key accomplishments

Current

Process Specialist

Current

Wipro

Jun 2025 - Present (2 months)

Served as the Single Point of Contact (SPOC) for Incident, Problem, and Change Management across dedicated client environments and multi-vendor (SIAM) ecosystems. Acted as Crisis Manager during high-severity incidents, orchestrating rapid response, communication bridges, root cause analysis, and mitigation planning.

Incident Management Problem Management Change Management SIAM Crisis Management Root Cause Analysis ITIL

Team Lead, Business Delivery Operations

Cognizant Technology Solutions

Apr 2022 - May 2025 (3 years 1 month)

Led global ITSM operations across incident, change, and problem management using ServiceNow. Reduced critical server-related incidents by 25% and boosted Customer Satisfaction Rate (CSR) by 15%.

ITSM ServiceNow Incident Management Change Management Problem Management Root Cause Analysis SOP Development

Associate, IT Services

Alliant Group

Sep 2021 - Feb 2022 (5 months)

Monitored major incidents and problems, ensuring ITIL-aligned process adherence. Maintained communication with clients, stakeholders, and leadership during outages.

ITIL Problem Management Client Communication Stakeholder Management Outage Protocol

Sales Operations Associate

Parexel International

Mar 2019 - Sep 2021 (2 years 6 months)

Ensured SLA/OLA adherence and initiated improvements for underperforming IT platforms. Built a central repository of platform ownership, CI dependency, and escalation paths.

SLA Central Repository Management Process Improvement Data Management Performance Analysis

Associate Analyst

Global Data Research Center

Apr 2017 - Mar 2019 (1 year 11 months)

Handled L1/L2 technical and customer incidents via Service Desk (Ticketing). Trained the Service Desk team to resolve low-priority issues using knowledge base articles.

L1 L2 Technical Support Service Desk Ticketing Systems Knowledge Base Training And Development Documentation Customer Support

Education

Degrees, certifications, and relevant coursework

Institute of Public Enterprise

MBA, Marketing

2015 - 2017

Completed a Master of Business Administration with a specialization in Marketing. Gained expertise in strategic marketing, market research, and consumer behavior.