Manauj Thhhhhhh
@manaujthhhhhhh
ITSM Service Management Lead driving operational excellence, incident reduction and continual improvement.
IndiaWhat I'm looking for
I am an ITSM-focused Service Management Lead with a decade-plus background in IT service operations, incident and problem management, and customer-facing delivery. I have led teams to enforce ITIL-based processes and ensure SLA and KPI adherence across global accounts.
At Cognizant, I owned Incident, Major Incident, Problem, Change, Knowledge, CMDB and Service Request processes, driving root-cause analysis, automation and continual service improvement that improved operational stability. I managed a team of 10 and coordinated with clients, vendors and leadership on service delivery performance.
My earlier roles include Senior Technical Resolution Expert at Dell and technical support roles at IBM and Minacs, where I developed deep hands-on experience with hardware, OS platforms, network and endpoint troubleshooting and first-call resolution targets. I am ITIL Foundation certified and familiar with Lean, Six Sigma and Kaizen principles.
I seek to apply my service management, incident reduction, compliance and automation experience to help organizations improve customer experience, reduce major incidents and mature ITSM practices.
Experience
Work history, roles, and key accomplishments
CSOwned global ITIL-based ITSM processes (Incident, Major Incident, Problem, Change, Knowledge, CMDB, Service Request) and led a 10-member team to improve customer experience, reduce major incidents via RCA, and maintain SLAs/KPIs across delivery, achieving continual service improvement and automation.
Provided L1.5 technical troubleshooting for Dell hardware and software, maintained performance trackers, reduced repeat dispatches through coaching and process improvements, and supported end-user device resolution to meet first-call targets.
IIWorked as a senior technical analyst handling end-user hardware, software, network and security issues, providing first-line resolution and escalating as needed while maintaining targets and customer satisfaction.
Technical Support Associate
Minacs India
Jan 2006 - Jan 2008 (2 years)
Supported U.S. Apple customers on iPod/iPhone/Mac hardware and software via voice process, diagnosed issues, coordinated dispatches or store referrals, and preserved customer experience while meeting service targets.
Education
Degrees, certifications, and relevant coursework
St. Joseph's College, Bangalore
Certificate in Dell Hardware Devices Troubleshooting, Hardware Troubleshooting
Undertook training in Dell hardware devices troubleshooting and maintained performance reports and trackers.
Unknown
Master of Business Administration, Business Administration
Grade: 55%
Completed Master of Business Administration (PGDM) with 55% aggregate.
NUNorth Eastern Hill University
Higher Secondary School Leaving Certificate, Higher Secondary
Grade: 66%
Completed Higher Secondary School Leaving Certificate with 66% aggregate.
NUNorth Eastern Hill University
Bachelor of Science, Science
Grade: 65%
Completed Bachelor of Science with a focus on foundational science subjects and achieved 65% aggregate.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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