NARENDER SINGH

Results-oriented Service Delivery Manager with over 8 years of experience in IT service operations within enterprise environments. Expertise in major incident resolution, SLA governance, and ITIL-aligned service delivery, alongside proficiency in ServiceNow, xMatters, and workflow automation. Led cross-functional teams to drive process improvements and implement AI-driven efficiencies, enhancing system resilience and scalability.

New Delhi 110077
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Skills
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Certification
Experience
Senior IT Engineer
Teamlease Digital
Dec 2025 — Mar 2026Delhi, IN
  • Directed critical incident resolution, minimizing downtime and restoring services swiftly
  • Escalated threats by prioritizing incidents based on business impact
  • Coordinated communication between stakeholders and leadership, ensuring alignment on incident management
  • Facilitated post-incident reviews, identifying lessons learned to enhance future response strategies
Analyst Incident Management Tier II
Teleperformance
Aug 2024 — Nov 2025Delhi, IN
  • Led resolution of Sev1/Sev2 incidents, restoring services within SLA
  • Coordinated escalations for high-severity incidents, collaborating with resolver groups and stakeholders to ensure timely resolution
  • Initiated and led incident bridges, providing real-time updates to stakeholders to enhance communication during incidents
  • Conducted post-incident reviews, documented root cause analysis, and tracked corrective actions to prevent future incidents
  • Leveraged ITSM tools (ServiceNow, xMatters) for automation and RCA tracking
  • Partnered with problem management to eliminate recurring issues
Senior Service Desk Analyst
TEKsystems
Jun 2020 — Feb 2023Bangalore, IN
  • Ensured IT services are delivered consistently and meet agreed SLAs
  • Reduced disruption by prioritizing incidents based on SLA urgency
  • Coordinated resolution of major incidents, ensuring effective collaboration across multiple teams for timely recovery
  • Delivered root cause analysis using ServiceNow/Jira, implementing preventive measures to mitigate future incidents
  • Maintained dashboards and escalation matrices for SLA compliance
  • Provided structured updates to stakeholders during critical incidents, enhancing communication and transparency throughout the resolution process
Service Delivery Associate
E-team
Jun 2018 — Aug 2019Bangalore, IN
  • Acted as the primary point of contact for clients, building trust through transparent communication
  • Managed ticket lifecycle and escalated issues, ensuring clear client communication throughout the process
  • Ensured SLA adherence by coordinating technical teams for prompt issue resolution
  • Supported change and problem management initiatives, minimizing disruption to client services
Supervisor
SLV Enterprise
Jan 2016 — Feb 2018Bangalore, IN
  • Oversaw service delivery, ensuring SLA compliance across ITSM processes to enhance customer satisfaction
  • Acted as escalation manager for unresolved incidents, facilitating prompt resolution and providing regular stakeholder updates
  • Conducted service reviews and post-incident analyses to identify improvement opportunities and enhance service quality
  • Applied ITIL practices to improve response times and reduce repeat issues
Process Executive
Infosys BPO Ltd
Mar 2015 — Nov 2015Bangalore, IN
  • Managed ticket lifecycle, ensuring effective client communication and timely escalation handling
  • Monitored SLA adherence, coordinating with technical teams to expedite issue resolution
  • Supported change and problem management processes to maintain service continuity
Skills
Incident ManagementSLA ManagementRoot Cause Analysis (RCA)ServiceNowJiraxMattersSLA ComplianceITSM ToolsWorkflow AutomationPerformance MonitoringService Improvement PlanningProblem Management CollaborationChange & Release CoordinationITIL Framework ImplementationCross-Functional Team LeadershipPost-Incident ReviewService Review MeetingsStakeholder Communication
Education
Bachelor of Commerce, General
Khalsa College
PUC & SSLC
Kendriya Vidyalaya School
Certifications
Completed course of ITIL 4 Foundation: an introduction to ITIL 4
Rewards & Recognition
Consistently recognized for client ‑ centric service and operational excellence.
Appreciation from onshore teams for proactive issue resolution.
Consecutive Spot Awards (2020 & 2021) for outstanding performance.
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