Open to opportunities

Shailesh Singh

@shaileshsingh2

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Result-driven IT Service Management professional with 15+ years of experience.

India

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What I'm looking for

I am looking for a role that fosters collaboration, encourages continuous improvement, and offers opportunities for professional growth.

I am a result-driven IT Service Management professional with over 15 years of extensive experience in IT support and more than 9 years of expertise in Incident, Problem, and Change Management. I am known for effectively managing critical ITIL processes, driving the resolution of high-impact incidents, and enhancing service delivery to meet and exceed SLAs. My strong leadership skills enable me to conduct root cause analysis, implement preventive measures, and foster cross-functional collaboration to improve operational efficiency.

Throughout my career, I have demonstrated a commitment to continuous improvement and proactive issue resolution. I have successfully implemented ITIL processes, focusing on Incident and Problem Management to meet organizational goals. My ability to adapt to dynamic environments and lead teams toward shared goals has been recognized through multiple awards and client commendations. I am passionate about delivering outstanding results and enhancing service delivery.

Experience

Work history, roles, and key accomplishments

Current

SIAM Problem Manager

Current

HCLTech

Jun 2023 - Present (2 years)

Manages the entire lifecycle of problems, ensuring effective resolution and process adherence in a SIAM environment. Leads the implementation of ITIL processes, focusing on Incident and Problem Management to meet organizational goals and proactively investigates recurring issues.

Problem Management ITIL Incident Management Change Management Root Cause Analysis Process Improvement Trend Analysis Crisis Management

Problem Manager

Fujitsu Consulting India Pvt. Ltd.

Oct 2016 - Jun 2023 (6 years 8 months)

Oversaw the entire lifecycle of problems, driving resolution and process adherence while documenting incidents and problems accurately. Led major incidents to resolution, ensured SLA adherence, and conducted trend analysis for RCA reports. Chaired Problem Investigation Workshops to ensure thorough root cause analysis.

Incident Management Change Management Root Cause Analysis SLA Process Optimization Trend Analysis Stakeholder Engagement

Technical Support Associate

CSC India Pvt Ltd

Dec 2012 - Oct 2016 (3 years 10 months)

Diagnosed and resolved software issues related to Active Directory, Outlook, Lotus Notes, and VPN, ensuring timely resolution within established SLAs. Conducted audits on incidents and service requests to identify process deviations and provided actionable feedback and training to improve low-performing teams.

Technical Support Active Directory Outlook)Lotus Notes VPN SLA Process Improvement Coaching Knowledge Management

Technical Support Associate

Dell International Services India Pvt Ltd.

May 2010 - Nov 2012 (2 years 6 months)

Provided technical support, diagnosing and resolving software issues for various enterprise applications and ensuring timely ticket resolution within established SLAs. Generated and analyzed performance reports on daily, weekly, and monthly metrics to inform process enhancements.

Technical Support SLA Ticket Resolution Customer Support performance reporting IT Operations

Technical Support Associate

Sitel India Ltd

Nov 2009 - Apr 2012 (2 years 5 months)

Delivered technical support, diagnosing and resolving software issues for various applications and ensuring timely resolution. Maintained accurate records of all incidents, enabling trend analysis and proactive issue prevention.

Technical Support Customer Support Communication IT Operations Service Delivery