RIJOO SAINI
@rijoosaini
Experienced IT Infrastructure Engineer with a focus on incident management.
IndiaWhat I'm looking for
I am a dedicated IT Infrastructure Engineer with over 9 years of experience in managing complex IT operations and providing exceptional technical support. My journey began with a strong foundation in networking and has evolved into a role where I act as a Single Point of Contact (SPOC) for major incidents, ensuring swift resolutions and maintaining high service standards.
Currently, I work with Colt Technology Services, where I lead incident management efforts, coordinate with various resolver groups, and utilize tools like ServiceNow and Siebel for effective ticket management. My previous roles at British Telecom and CMS IT Services have equipped me with a diverse skill set in technical support and service operations, allowing me to handle high-pressure situations with ease.
Recognized for my contributions, I have received multiple awards, including the Value Champion Award at Colt and Employee of the Month at British Telecom. I am passionate about continuous learning and thrive in environments that challenge my problem-solving abilities while fostering collaboration and growth.
Experience
Work history, roles, and key accomplishments
Senior Engineer, IT Infrastructure
Colt Technology Services
May 2020 - Present (5 years)
Acted as a SPOC for users, providing status updates during major incidents and opening bridge calls with relevant resolver groups. Created tickets on ServiceNow and Siebel for level-3 support across multiple applications including Smarts, Kenan, Xtrac, Citrix, MYHR, Netcool, Cyberark, PAM, and ARM.
Technical Support Engineer L1
British Telecom
Mar 2018 - May 2020 (2 years 2 months)
Delivered CISCO Telephony Services (Hard/Soft types) as IMACDDs to Lloyds Banking Group, handling UK customers. Gained hands-on experience with various ticketing tools like NGSD, BMC Remedy, and SNOW, and managed patching requests.
Associate Engineer
CMS IT Services Pvt Ltd
Oct 2015 - Mar 2018 (2 years 5 months)
Managed incident and order processes for Zurich Insurance Group, raising reactive and proactive tickets in ServiceNow. Acted as a Queue Manager, monitoring shared mailboxes and allocating service requests to resources while ensuring incident status and history were up-to-date.
Education
Degrees, certifications, and relevant coursework
Uttarakhand Technical University
Bachelor, Unknown
Completed a Bachelor's degree from Uttarakhand Technical University. This foundational education provided a strong academic background.
The HSM Public School
Senior Secondary School, Unknown
Completed Senior Secondary School education at The HSM Public School, Uttarakhand. This phase of education focused on advanced studies.
The Shardein School
Higher Secondary School, Unknown
Completed Higher Secondary School education at The Shardein School. This period laid the groundwork for further academic pursuits.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
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