# Kuljyot Singh

Kuljyot Singh is a remote worker on Himalayas, SME – Knowledge and Quality Management at NCSI Technologies Pvt. Ltd., based in India.

Source: https://himalayas.app/@kuljyotsingh

```text
Knowledge Management SME at NCSI Technologies, moving enterprise knowledge to ServiceNow Knowledge Base with governance and version control.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 165k+ INR |
| Job categories | Knowledge Management Specialist, QA Analyst, Compliance Auditor, IT Support Specialist |
| Skills | Knowledge Management, Knowledge Governance, Knowledge Base Management, Knowledge Curation, Content Governance, Knowledge Adoption, IT Service Management, IT Service Desk Operations, Quality Assurance, Quality Management, Quality Auditing, Root Cause Analysis, DSAT Analysis, Incident Management |

## About

```text
At NCSI Technologies Pvt. Ltd., I lead the design and governance of the Knowledge Management framework and develop its roadmap. I’m guiding the transition from manual repositories to ServiceNow Knowledge Base, with a focus on standardization and version control.

At HCL Technologies Pvt. Ltd., I maintained Global Service Desk knowledge articles and quality reporting, and conducted root cause analysis on escalations and DSAT feedback. I also facilitated QRL and UAT sessions for new hires.

At Mphasis India Pvt. Ltd., I supported banking professionals with incidents and service requests before moving into Quality Auditor responsibilities. I authored knowledge articles and analyzed audit and DSAT findings to recommend service improvements.
```

## Experience

### SME – Knowledge and Quality Management (current)

NCSI Technologies Pvt. Ltd.. Nov 2023 - Present

```text
Lead the design, implementation and governance of the Knowledge Management framework, establishing strategy and operating practices. Create and maintain enterprise knowledge assets, develop the KM roadmap, and oversee quality management initiatives.
```

Skills: Knowledge-Management, Knowledge-Governance, Knowledge-Base-Management, ServiceNow, Salesforce-Knowledge-Base, Process-Improvement, Quality-Management, Training, Stakeholder-Management

### Compliance Auditor

Paragon Global Talent Recruitments. Aug 2023 - Oct 2023

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Conducted compliance and performance audits for remote teams, evaluating adherence to operational standards and data security protocols. Identified workflow gaps and provided recommendations to improve productivity and compliance.
```

Skills: Compliance-Auditing, Performance-Auditing, Operational-Governance, Process-Improvement

### Senior Analyst – Quality Assurance

[HCL Technologies Pvt. Ltd.](https://himalayas.app/companies/hcltech). Feb 2022 - Mar 2023

```text
Served as the primary Quality Analyst for the Global Service Desk, supporting quality standards and operational performance. Developed and governed Knowledge Base articles, conducted root cause analysis, and facilitated training sessions.
```

Skills: Quality-Assurance, Quality-Management, Knowledge-Base-Management, Root-Cause-Analysis, DSAT-Analysis, Performance-Improvement-Plan-(PIP), User-Acceptance-Testing, Process-documentation, Dashboarding, Reporting

### Senior Technical Support Engineer / Quality Auditor

Mphasis India Pvt. Ltd.. Oct 2018 - Dec 2021

```text
Delivered end-to-end IT support to banking professionals, resolving incidents and service requests. Promoted to Quality Auditor, auditing calls and incident records, conducting root cause analysis, and driving continuous improvement.
```

Skills: Technical-Support, Incident-Management, Service-Request-Management, Cherwell, Salesforce-Service-Cloud, Quality-Auditing, Root-Cause-Analysis, DSAT-Analysis, Knowledge-Base-Management, Training

### Senior Technical Support Executive

[Cybage Software India Pvt. Ltd.](https://himalayas.app/companies/cybage). Sep 2014 - Jul 2018

```text
Provided technical support and issue resolution, managing customer complaints, trouble tickets, escalations and priority incidents. Diagnosed hardware, software and connectivity issues and mentored new representatives.
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Skills: Technical-Support, Troubleshooting, Incident-Management, Escalation-Management, Hardware-Support, Anti-Virus-Installation, POS-Terminal-Troubleshooting, Training, Mentorship

### ISP Technical Support Agent

[Concentrix Daksh](https://himalayas.app/companies/concentrix). Mar 2012 - Sep 2014

```text
Provided technical support for high-speed internet and software issues, analyzing end-user problems and delivering effective solutions. Managed trouble tickets, performed PC tune-ups, and mentored new hires.
```

Skills: Technical-Support, Troubleshooting, Incident-Management, Escalation-Management, Remote-Support, Hardware-Software-Setup, Training, Mentorship

## Education

### MATS University

Bachelor of Arts, Arts

```text
Completed a Bachelor of Arts degree from MATS University in 2014.
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### Maharashtra Board

HSC / 12th Grade, General

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Completed HSC / 12th Grade from Maharashtra Board in 2008.
```

### Maharashtra Board

SSC / 10th Grade, General

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Completed SSC / 10th Grade from Maharashtra Board in 2004.
```

## Tech stack

- Microsoft Teams
- Jira
- Datadog
- ServiceNow
- Power BI

To contact Kuljyot, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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