Open to opportunities

Nishant Singh

@nishantsingh2

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Results-driven ITSM Consultant

India

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What I'm looking for

Seeking a challenging role that leverages my ITSM expertise to drive continuous improvements, enhance customer satisfaction, and ensure alignment with business objectives.

As a seasoned ITSM Consultant with 9 years of experience, I specialize in Major Incident, Problem, and Change Management, alongside ServiceNow administration and Service Delivery optimization. My expertise lies in managing end-to-end service operations, leading major incident resolution, and implementing remediation plans. I'm proficient in configuring and administering ServiceNow to streamline workflows, enhance service efficiency, and ensure compliance with ITIL best practices.

I've had the opportunity to work with cross-functional teams to deliver seamless service delivery, reduce operational risks, and ensure alignment with business objectives. My strong track record in driving continuous improvements, adhering to SLAs, and enhancing customer satisfaction through proactive service management and strategic planning has earned me a reputation as a reliable and results-driven professional.

Throughout my career, I've demonstrated my ability to analyze and enhance ITSM processes, oversee the configuration and maintenance of ServiceNow modules, and supervise ITSM professionals. I'm committed to delivering high-quality services that meet and exceed customer expectations, and I'm always looking for opportunities to improve and grow.

Experience

Work history, roles, and key accomplishments

Current

ITSM Consultant

Current

HCLTech

Jan 2024 - Present (1 year 5 months)

Oversee and execute IT service management strategies, ensuring alignment with business objectives and effective day-to-day operations. Analyze and enhance ITSM processes for increased efficiency, incorporating ITIL best practices. Manage ServiceNow modules and lead incident management processes.

IT Service Management ServiceNow ITIL Incident Management Stakeholder Management Continuous Improvement SLA Management Change Management Service Management

IT Service Manager

DXC Technology

May 2022 - Dec 2023 (1 year 7 months)

Acted swiftly in response to critical incidents, ensuring rapid resolution and minimal customer impact. Developed proactive remediation strategies and collaborated with cross-functional teams to manage incident resolution processes.

Incident Management Stakeholder Management Continuous Improvement Cross Functional Collaboration Technical Communication SLA Management Process Improvement

Major Incident Manager

First American India

Nov 2018 - May 2022 (3 years 6 months)

Developed and implemented processes for managing Major Incidents, ensuring stakeholder communication throughout. Collaborated with teams to identify root causes and prevent future occurrences.

Root Cause Analysis Incident Tracking Process Improvement Cross Functional Collaboration Change Management

Client Tech Support Senior Associate

NTT Data Services

Dec 2015 - Oct 2018 (2 years 10 months)

Managed preemptive incidents and coordinated bridge calls for effective resolution. Monitored servers and applications using various tools, escalating issues as necessary.

Incident Management Technical Support Monitoring Communication Skills Escalation Management Elastic