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Diksha Singh

@dikshasingh3

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I’m a senior software engineer delivering Agile ITSM support and stakeholder-ready technology delivery.

Zimbabwe

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What I'm looking for

I’m looking for a role where I own Agile coordination and SLA-driven ITSM delivery, partner with product and stakeholders, and continuously improve operations—using ServiceNow/Jira and automation like Power BI to drive measurable outcomes.

I’m an experienced IT professional with 5+ years in enterprise application support, Agile delivery, IT Service Management (ITSM), and stakeholder collaboration across SaaS and ERP environments. I focus on turning operational needs into consistent service outcomes—especially in SLA-driven settings.

In my current and recent roles as a Senior Software Engineer, I act as a primary stakeholder interface, managing client communication while supporting Agile execution through Daily Stand-ups, Sprint Planning, Sprint Reviews, Retrospectives, and Backlog Refinement. I collaborate across developers, QA, Product Owners, and business stakeholders to coordinate releases and resolve production issues on time.

I also own core ITSM workflows such as Incident Management, Problem Management, Change Management, and Release Management, including RCA and SLA Management. I’ve supported enterprise data migration from MySQL Server to Snowflake by contributing to planning, validation, testing, and implementation while protecting data integrity.

To improve visibility and efficiency, I develop AI-powered Power BI dashboards and create Knowledge Base articles and Confluence pages for documentation and knowledge sharing. I bring hands-on tooling experience across ServiceNow, Jira, Zendesk, SQL/MySQL, Snowflake, Postman, and ERP platforms like SAP S/4HANA and Infor M3/H5 and Infor OS Cloud.

Experience

Work history, roles, and key accomplishments

Senior Software Engineer

Incedo Software

Mar 2025 - Dec 2025 (9 months)

Served as the primary stakeholder interface, ensuring SLA-driven service delivery through Agile ceremonies and cross-functional coordination. Managed incidents and service requests in ServiceNow/Jira/Zendesk and supported MySQL-to-Snowflake enterprise data migration while developing AI-powered Power BI dashboards and Confluence documentation.

Agile Scrum Jira Confluence ServiceNow Zendesk MySQL SQL Snowflake Postman Incident Management Escalation Management SLA Management Knowledge Base Management Power BI

Senior Software Engineer

Nagarro Software

Feb 2022 - Oct 2024 (2 years 8 months)

Managed day-to-day enterprise application support, ensuring SLA compliance for global B2B and B2C customers while supporting Agile delivery. Supported Infor M3/H5 and Infor OS Cloud, handled incidents and escalations via ServiceNow/Jira/Zendesk, performed MySQL database management and API validation, and created Knowledge Base content while developing AI-powered Power BI dashboards.

Agile Scrum Jira Confluence ServiceNow Zendesk Infor M3 MySQL SQL Postman Incident Management Escalation Management SLA Management Active Directory Administration Knowledge Base Management Power BI

Technical Support Executive

Teleperformance

Feb 2021 - Jan 2022 (11 months)

Provided technical support for Adobe Creative Cloud via chat, email, and remote assistance while maintaining customer satisfaction. Managed incidents and support requests in Jira to ensure timely resolution and SLA compliance, and documented customer interactions and recurring issues for knowledge management.

Jira Incident Management Support SLA Management Troubleshooting Knowledge Management

Information Retrieval Officer

JustDial

Nov 2019 - Aug 2020 (9 months)

Handled customer enquiries by retrieving accurate information and ensuring strong service quality and customer satisfaction. Applied communication and problem-solving to support customer relationship management while meeting quality and performance targets.

Customer Support Information Retrieval Customer Relationship Management (CRM)Troubleshooting Communication