NARENDER SINGH

Results‑driven IT Service & Incident Management Leader with 8+ years of enterprise experience, specializing in major incident resolution, SLA governance, and ITIL‑aligned service delivery. Proven success in leading cross‑functional teams, optimizing workflows in ServiceNow and xMatters, and embedding AI‑driven efficiencies to enhance resilience and scalability.

New Delhi 110077
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Skills
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Certification
Experience
Senior IT Engineer
Teamlease DigitalDelhi, IN
Dec 2025 — Mar 2026
  • Led critical incident resolution, restoring services and minimizing downtime through effective coordination.
  • 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
TeleperformanceDelhi, IN
Aug 2024 — Nov 2025
  • Led Sev1/Sev2 resolutions, restoring services within SLA and coordinating escalations with resolver groups.
  • Initiated incident bridges, delivering real‑time stakeholder updates to enhance communication.
  • Performed RCA reviews, documenting findings and tracking corrective actions to prevent recurrence.
  • Leveraged ITSM tools (ServiceNow, xMatters) for automation, escalation, and RCA tracking.
  • Analyzed recurring problems, developing long‑term strategies and preventive solutions.
  • Evaluated change initiatives post‑implementation, recommending improvements for sustained impact.
  • Facilitated problem‑solving workshops, strengthening team capability to address challenges.
  • Recommended process improvements by analyzing workflows and proposing organizational changes.
  • Collaborated with IT teams to integrate new technology solutions, improving efficiency and data management.
Senior Service Desk Analyst
TEKsystemsBangalore, IN
Jun 2020 — Feb 2023
  • 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
  • Monitored service delivery and intervened proactively to correct problems
  • Conducted post-implementation evaluations to assess the long-term impact of change initiatives, making recommendations for ongoing improvements
  • Adapted to new technologies quickly, learning and utilizing for maximized efficiency
  • Crafted solutions to reoccurring issues by analyzing root causes
  • Analyzed recurring incidents to identify underlying problems, reducing downtime by 30%.
Service Delivery Associate
E-teamBangalore, IN
Jun 2018 — Aug 2019
  • 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 EnterpriseBangalore, IN
Jan 2016 — Feb 2018
  • 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 LtdBangalore, IN
Mar 2015 — Nov 2015
  • 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)ITSM ToolsWorkflow AutomationPerformance MonitoringService Improvement PlanningProblem Management CollaborationChange CoordinationITIL Framework ImplementationCross-Functional Team CollaborationPost-Incident ReviewService Review MeetingsStakeholder CommunicationEscalation Management
Education
Bachelor of Commerce, General
Khalsa College
PUC & SSLC
Kendriya Vidyalaya School
Certifications
Completed course of ITIL 4 Foundation: an introduction to ITIL 4
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