Open to opportunities

Gulshan kumar Mishra

@gulshankumarmishra

Message

I improve retail support operations through ServiceNow, escalations, SLA management, and analyst coaching.

India

Message

What I'm looking for

I'm looking to continue leading technical support operations where I can improve SLA/KPI performance, mentor analysts, manage escalations, strengthen ticket quality, and drive process improvements across high-volume customer-facing environments.

At Entain India, I support distributed retail store operations by managing incidents, service requests, and escalations through ServiceNow. I monitor queues, prioritize business-impacting issues, review ticket and call quality, and work with Network, Control Hub, and operational teams to restore services quickly.

Previously at Genpact, I progressed from Process Associate to Technical Associate/System Admin while supporting IT service desk operations across Active Directory, Citrix, VMware, Bomgar, Windows, and remote troubleshooting. I also mentor analysts, improve Knowledge Base and SOP content, identify recurring process gaps, and help teams deliver stronger SLA/KPI performance.

Experience

Work history, roles, and key accomplishments

Current

Senior Engineer – Retail Technical Support

Current

Entain India

Aug 2022 - Present (4 years)

Delivered high-quality technical support for distributed retail store operations, managing incidents, service requests, and escalations through ServiceNow while maintaining SLA/KPI adherence. Improved queue health, team productivity, and case quality through proactive monitoring, coaching, and process improvements.

ServiceNow SLA Management KPI Management Incident Management Escalation Management Quality Assurance Knowledge Base Management Cross Functional Collaboration Reporting

Technical Associate / System Admin

Genpact

Dec 2016 - Aug 2022 (5 years 8 months)

Supported technical and customer-facing operations across domain support and IT Service Desk processes, troubleshooting user issues related to systems, access, remote support, and IT infrastructure. Progressed from Process Associate to Technical Associate by building strong technical knowledge and serving as an SME for team members.