HSHimanshu sinha
@himanshusinha
Senior technical support analyst specializing in incident resolution, RCA, and log/API troubleshooting.
IndiaWhat I'm looking for
I’m an IT support professional with 2.9 years of experience across enterprise service desks, and I currently work as a Senior Analyst at HCLTech. I handle end-to-end incident resolution, SLA-driven workflows, RCA reporting, and Tier 2 client communication in a 24/7 environment.
In my role, I own high-priority tickets from initial triage through investigation and closure, acting as a dedicated point of contact for escalated issues. I translate technical findings into clear, client-friendly updates, proactively set resolution ETAs, and maintain precise ServiceNow documentation and shift handoff records.
My strength is connecting evidence to resolution: I perform log analysis and API troubleshooting, produce RCAs shared with engineering for permanent fixes, and support escalation with detailed technical context. Previously, I led Azure AD administration and a cross-domain migration of 2,000+ users, and I authored 30+ KBAs to reduce repeat incidents across the team.
Experience
Work history, roles, and key accomplishments
HCOwned end-to-end high-priority incident management in a 24/7 environment, meeting SLA targets and communicating ETAs and findings to clients. Conduct log-based investigations and produce RCA reports for engineering to drive permanent fixes.
OLServed as Tier 2 point of contact for escalated incidents, translating technical findings into client updates and driving resolution within SLA in a 24/7 global service desk. Led cross-domain migration of 2,000+ users over 3 months and authored 30+ KBAs to reduce repeat incident resolution time.
Education
Degrees, certifications, and relevant coursework
Indira College of Engineering and Management
Master of Computer Applications (MCA), Computer Applications
Completed a Master of Computer Applications (MCA) at Indira College of Engineering and Management under Savitribai Phule Pune University.
CDAC
PG-DITISS, IT Infrastructure, Systems and Security
Completed PG-DITISS (IT Infrastructure, Systems and Security) at CDAC in Pune.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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