Open to opportunities

Shikhar Bhatnagar

@shikharbhatnagar1

Message

I lead hospitality SaaS service delivery, enterprise migrations, and support operations.

India

Message

What I'm looking for

I'm looking to lead hospitality SaaS service delivery, enterprise support, migrations, release readiness, and AI-enabled operational improvements with cross-functional product, engineering, and client teams.

At Accenture, I direct L1 and L2 service delivery for 70+ agents handling 30,000+ monthly ServiceNow tickets for a global hospitality SaaS client. I use PEP expertise, SQL, Splunk, Jira, and log analysis to improve release readiness, reduce engineering dependency, and shape agentic AI workflows.

Previously at HotelKey, I led migrations for 6,000+ enterprise properties, reduced incident volume by 70%, and built a 30+ member enterprise support team. I enjoy translating enterprise client needs into product improvements while bringing product, engineering, QA, and hotel-facing teams together.

Experience

Work history, roles, and key accomplishments

Current

Service Delivery Leader

Current

Accenture

May 2023 - Present (3 years 3 months)

Directed end-to-end service delivery for 70+ agents across L1, L2, Incident Management, and Service Management, overseeing 30,000+ monthly ServiceNow tickets for a global hospitality SaaS client. Led problem management, trend analysis, and agentic AI collaboration to improve CSAT and reduce resolution delays.

Service Delivery Incident Management Problem Management ServiceNow Jira Splunk SQL Agentic AI Release Management Knowledge Management CSAT MTTR HAR JSON XML Log Analysis

Manager - Enterprise Accounts

HotelKey

Aug 2022 - Jan 2024 (1 year 5 months)

Led migration of 6,000+ enterprise properties from legacy PMS to SaaS platform, owning phased rollout planning and post-deployment stabilisation. Served as PEP Subject Matter Expert, bridging product, engineering, and hotel-facing teams, and drove 70% reduction in incident volume through proactive problem management.

PEP PMS CRS RMS Retail Key SQL Splunk Jira Confluence Postman API Testing Root Cause Analysis Team Building

Business Analyst

HotelKey

Nov 2018 - Aug 2022 (3 years 9 months)

Primary interface between enterprise clients, Product Managers, developers, and QA teams, gathering and documenting functional and technical requirements. Managed Jira lifecycle, performed SQL data analysis, and migrated 3,000+ clients from legacy PMS to SaaS platform within 12 months.

Requirements Gathering Jira Confluence SQL Data Analysis Stakeholder Management UAT KPI Tracking CSAT

Operations Executive

Hexaware Technologies

Jan 2018 - Nov 2018 (10 months)

Managed 70+ daily workflow elements and implemented process improvements that reduced response time by 20% and increased client satisfaction scores by 15%.

Operations Management Process Improvement