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HUMBLY HUMAN

@humblyhuman

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Results-driven ITSM Leader with 15+ years in ServiceNow ITSM, Incident & Change Management, Problem Management

India

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What I'm looking for

I seek a dynamic role that fosters innovation, collaboration, and growth opportunities.

Results-driven ITSM Leader with 15+ years in ServiceNow ITSM, Incident & Change Management, Problem Management, and Dynamics 365 implementations. Delivered 40% reduction in ticket resolution time and 99% system availability. Pursuing ITIL 4 CDS (ITIL MP). GCC experience (Dubai & Riyadh). Immediately available for ITSM Manager / ServiceNow Lead roles in Gulf or India.

CORE COMPETENCIES

• ITSM Strategy & Operations (ITIL V4)

• Major Incident Management

• ServiceNow ITSM (Incident, Problem, Change, Service Request, CMDB, DEX)

• Dynamics 365 Support

• SLA/KPI & CSI

• Cloud Operations (Azure, AWS)

• Process Optimization

TECHNICAL SKILLS

ITSM & Ticketing: ServiceNow, JIRA, Salesforce, Fresh service, Zendesk

DEX: ServiceNow, Control Up, Nexthink

APM & Log Management: Dynatrace, Datadog, AWS CloudWatch, ELK, Kibana, Grafana

Programming: Java, JavaScript, Python, C#, VB.NET, Bash, Perl

Database: MS SQL Server, Microsoft Access, ETL (SSIS, SSMS)

Cloud: AWS, Azure, Google Cloud

RPA & Automation: UiPath, Power Automate, SharePoint SPFx

ERP & HR Systems: Dynamics 365, Workday HCM

Experience

Work history, roles, and key accomplishments

SENIOR DIGITAL SUPPORT

ASTELLAS PHARMA

Nov 2025 - May 2026 (6 months)

● Led ServiceNow ITSM operations — Incident, Change, Problem, and Service Request management — across a global pharma GCC environment, ensuring SLA compliance with ITIL V4 best practices.
● Led and mentored a team of 36 support engineers, overseeing workload distribution, resolution quality, and on-the-job skill development.

ServiceNow Incident Management Technical Support Service Desk

Senior System Support Specialist

ICON plc

May 2023 - May 2024 (1 year)

Managed D365 ERP support, achieving 99% system uptime and reducing transition downtime by 30% post-acquisition. Developed automated testing frameworks, improving deployment efficiency by 15%.

Testing Automation

Senior Technical Support Associate

Intouch CX (Netflix)

Jul 2022 - Apr 2023 (9 months)

Optimized code performance for payment and device systems, enhancing scalability and reducing errors by 25%. Collaborated with global teams to streamline support processes, improving customer satisfaction scores.

Global Team Collaboration Support Process Streamlining Code Migration System Enhancements

Help Desk Specialist

Lacara Intercorp

Jan 2020 - May 2022 (2 years 4 months)

Supported biometric scanners and HRMS, achieving 98% SLA compliance and resolving 500+ tickets monthly. Optimized system performance through code enhancements, reducing processing time by 20%.

HR systems SLA Systems Performance

IT Executive

eTek IT Services, Inc

Sep 2018 - May 2019 (8 months)

Developed D365 integrations using X++ and .NET, improving system efficiency by 15%. Supported post-go-live operations, creating technical documentation for 10+ modules.

.NET Technical Documentation

HRMS Executive

Disha Interiors Pvt. Ltd.

Jan 2016 - Aug 2018 (2 years 7 months)

Managed HRMS operations and provided support for internal HR systems. Ensured data accuracy and system functionality for human resources.

HR systems HR Operations

Technical Support Specialist

Al-Jazeera Market

Jan 2013 - Dec 2015 (2 years 11 months)

Provided technical support for retail systems and infrastructure. Resolved IT issues to ensure smooth business operations.

Technical Support Retail Systems Infrastructure

IT Administrator

Starmass Technologies

Jan 2010 - Dec 2012 (2 years 11 months)

Administered IT systems and networks, ensuring optimal performance and security. Managed user accounts and provided technical assistance.

IT Administration Network Management System Security

IT Support Engineer

Carrefour

Jan 2008 - Dec 2009 (1 year 11 months)

Provided IT support for retail operations, including POS systems and inventory management. Troubleshot hardware and software issues to minimize downtime.

IT Support Inventory Management

Technical Support & Web Developer

Precise Technologies

Jan 2006 - Dec 2007 (1 year 11 months)

Developed and maintained web applications and provided technical support to clients. Assisted with system integrations and database management.

Web Development Technical Support System Integration Database Management

Programmer Analyst

Vistas Business Automation Solutions

Jan 2006 - Dec 2006 (11 months)

Analyzed business requirements and developed software solutions to automate processes. Performed programming and system testing.

Business Analysis Software Development Process Automation Programming

Education

Degrees, certifications, and relevant coursework

Anna University

Bachelor of Technology, Information Technology

Completed a Bachelor of Technology degree focusing on core concepts of information technology. Gained foundational knowledge in software development, data management, and network systems.

Indian Institute of Information Technology

PG Diploma, CyberSecurity

Pursued a Post Graduate Diploma specializing in CyberSecurity. Developed expertise in protecting digital systems, networks, and data from cyber threats and attacks.