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  "basics": {
    "name": "NARENDER SINGH",
    "summary": "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.",
    "location": "New Delhi 110077"
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  "work": [
    {
      "company": "Teamlease Digital",
      "position": "Senior IT Engineer",
      "location": "Delhi, IN",
      "startDate": "2025-12",
      "endDate": "2026-03",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Teleperformance",
      "position": "Analyst Incident Management Tier II",
      "location": "Delhi, IN",
      "startDate": "2024-08",
      "endDate": "2025-11",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "TEKsystems",
      "position": "Senior Service Desk Analyst",
      "location": "Bangalore, IN",
      "startDate": "2020-06",
      "endDate": "2023-02",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "E-team",
      "position": "Service Delivery Associate",
      "location": "Bangalore, IN",
      "startDate": "2018-06",
      "endDate": "2019-08",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "SLV Enterprise",
      "position": "Supervisor",
      "location": "Bangalore, IN",
      "startDate": "2016-01",
      "endDate": "2018-02",
      "highlights": [
        "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"
      ]
    },
    {
      "company": "Infosys BPO Ltd",
      "position": "Process Executive",
      "location": "Bangalore, IN",
      "startDate": "2015-03",
      "endDate": "2015-11",
      "highlights": [
        "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"
      ]
    }
  ],
  "education": [
    {
      "institution": "Khalsa College",
      "degree": "Bachelor of Commerce",
      "field": "General"
    },
    {
      "institution": "Kendriya Vidyalaya School",
      "degree": "PUC & SSLC"
    }
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    "SLA Management",
    "Root Cause Analysis (RCA)",
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    "Jira",
    "xMatters",
    "SLA Compliance",
    "ITSM Tools",
    "Workflow Automation",
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    "Service Improvement Planning",
    "Problem Management Collaboration",
    "Change & Release Coordination",
    "ITIL Framework Implementation",
    "Cross-Functional Team Leadership",
    "Post-Incident Review",
    "Service Review Meetings",
    "Stakeholder Communication"
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  "certificates": [
    {
      "name": "Completed course of ITIL 4 Foundation: an introduction to ITIL 4"
    }
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          "name": "Consecutive Spot Awards (2020 & 2021) for outstanding performance."
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    "highestEducation": "Bachelor's"
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