Mohit Kumar
@mohitkumar11
IT Service Operations Analyst driving ITIL incidents, SLA KPIs, and ServiceNow.
IndiaWhat I'm looking for
I’m an IT Service Operations Analyst with 6+ years of experience in ITIL-driven environments, focused on Incident Management, Problem Management, and Change Enablement. I help teams improve service delivery through measurable SLA/KPI performance and disciplined service management.
As a Service Desk Analyst, I monitor and prioritize high-volume tickets using CRM tools and consistently meet 98% SLA timelines. I collaborate cross-functionally across network, infrastructure, and applications, and I’ve improved resolution outcomes by 15% through better coordination, release/problem/change practices, and escalation handling.
I strengthen operations with trend analysis, root cause identification, and continuous improvement that reduces recurring issues. Previously, as a Customer Service Representative and Senior Representative, I handled 50+ user queries daily, maintained strong customer satisfaction (95%), and supported end-to-end customer support operations while coordinating vendor and partner resolutions.
Experience
Work history, roles, and key accomplishments
Service Desk Analyst
BT
Jul 2024 - Present (2 years 1 month)
Monitored, prioritized, and managed high-volume tickets using CRM tools while consistently meeting 98% SLA timelines. Partnered with cross-functional teams (network, infrastructure, applications) to improve resolution by 15% and performed RCA/trend analysis to reduce recurring issues.
Customer Service Representative
BT
Apr 2021 - Jun 2024 (3 years 2 months)
Handled 50+ user queries daily across billing, account management, and service support, maintaining high first-contact resolution and meeting target AHT. Achieved consistently 95% customer satisfaction scores and identified recurring issues to support knowledge-based improvements.
Senior Representative
Concentrix Daksh Pvt Ltd
Jan 2018 - Feb 2021 (3 years 1 month)
Managed end-to-end customer support operations, handled escalations, and coordinated with vendors/partners to ensure timely service fulfillment and resolve discrepancies. Supported operational efficiency and improved customer retention through proactive issue resolution and service excellence.
Education
Degrees, certifications, and relevant coursework
Binod Bihari Mahto Koyalanchal University
Bachelor of Arts (Honours), Arts
Completed a B.A. (Hons) from BBMKU in Dhanbad. Focused on Arts/undergraduate study.
CBSE (Class 12)
Higher Secondary Certificate (CBSE), Science
Completed Class 12 under the CBSE board with a Science stream.
ICSE (Class 10)
ICSE Certificate (Class 10), General Education
Completed Class 10 under the ICSE board.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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