NITYA SINGHAL

Associate Consultant
+91 9810656138 Noida, India nitya171998@[Link] 17 Dec 1998 [Link]/in/singhalnitya

PROFESSIONAL SUMMARY
IT Service Management professional with 5 years of experience in Major Incident Management, Problem
Management, and ITIL-aligned Service Operations across enterprise-scale environments. Skilled at leading
war rooms/bridge calls, driving incident restoration within SLA, and owning Root Cause Analysis (RCA) through
closure. Adept at stakeholder communication, vendor coordination, and SLA reporting. Proven track record in
reducing downtime, enhancing service delivery, and leading global support teams in high-pressure
environments.

EDUCATION WORK EXPERIENCE

Bachelor of Technology in Capgemini technologies OCT 2021 – JUN 2025 | NOIDA, INDIA
Computer Science and
Domain: IT Service Management | Technical Support | Operations Leadership
Engineering
Team Lead – Service Desk Operations Mar 2024 – Jun 2025
Galgotias University
2016 - 2020 | 80% Led an 80+ member service desk team, ensuring seamless
Specialized in Cybersecurity and incident handovers and adherence to escalation hierarchy.
Computer Networks Directed Major Incident lifecycle across UK & ROI operations,
Projects undertaken leading war rooms, engaging vendors, and restoring services
within SLA.
Evolution in Fitness Band - Scheduled and chaired post-incident RCA reviews, ensuring
an analysis of its uses and quality submissions and closure of corrective actions.
issues and compatibility.
Handled AWS EC2 provisioning for backend monitoring tools,
Personal voice assistant -
an AI made in python managed instance permissions, and storage policies.
language. Represented the service desk in stakeholder/vendor meetings
and optimized service delivery workflows.
Managed performance dashboards (MTTR, SLA breaches, RCA
backlog) to drive continuous improvement.

TECHNICAL
Subject Matter Expert / Quality Auditor /
SKILLS Dec 2022 – Mar 2024
Queue Indexer

Active Directory Acted as SME and escalation point for technical issues, ensuring
ITSM & ITIL Framework high CSAT and SLA compliance. Streamlined ticket queues,
Windows admin reduced resolution times, and enhanced ServiceNow workflows.
AWS (Amazon Web Authored knowledge base articles, conducted training, and led
Services) weekly quality audits. Drove scalable support solutions aligned
VMware with process excellence and continuous improvement.
Involved in security hardening activities for Windows hosts
Server Management including patch baseline compliance, firewall policies, and
Cisco Networking access audits.
(CCNA Trained) Senior Analyst – Technical Support Specialist Oct 2021 – Dec 2022
Power BI
AI Implementation Provided frontline tech support to 1500+ stores via ServiceNow,
SQL Databases phone, chat, email, and Techsee. Resolved issues with OS-level
GNS3 issues (blue screens, driver conflicts, service failures) using Event
Viewer, PowerShell, and diagnostic logs.
Cisco Packet Tracer
Installed and configured USB, sticky, and network printers;
supported VMware, Citrix, Dell routers, and switches.
Managed high-volume queues ensuring swift and accurate
ticket resolution.
 LANGUAGES Wipro Technologies SEP 2020 – SEP 2021 | MYSORE, INDIA

English – Full Client: 40+ Enterprises

Professional Proficiency
System Administrator | Domain: IT Service Management
Hindi – Full Professional
Proficiency Administered end-to-end infrastructure support from CMD to
Active Directory across 40+ enterprise clients.
Delivered 1st-line support via ServiceNow, RDP, Citrix, and BIRT,
maintaining high availability and system performance. Ensured
uptime and stability of domain controllers, DNS, DHCP, and print
ACHIEVEMENTS servers across the enterprise.
Administered and maintained Windows Server environments,
Customer Delight including user provisioning, group policies, Active Directory
Award, Capgemini – health checks, and access control across multiple domains.
2024 (recognized for
handling major
incidents with
excellent business Zeetron Networks MAY 2018 – JUL 2018 | NETWORK SUPPORT INTERN
communication.) Domain: Network Design & Simulation
Best Performer,
Capgemini – 2022 Designed complex topologies using Cisco Packet Tracer and
(recognized for SLA- GNS3, implementing VLANs, STP, and dynamic/static routing.
driven service Configured and tested routing protocols (RIP, EIGRP, OSPF) in
delivery.) virtual labs to assess performance and connectivity.
Published Research Gained foundational hands-on training in enterprise network
Paper – "Fight architecture and troubleshooting.
Against COVID-19:
Major IT Trends"
Winner, SLLL Product
Launch Activity –
2019 (Recognized for
Team Leadership) KEY COMPETENCIES
ITSM Tools:
ServiceNow, Service Café, AWS Connect, Odigo Softphone, BIRT, Citrix
Jump Servers, Remote Desktop Support, Techsee.
REFERENCE
Processes:
RUHAN KAUL JEELANI
ITIL Framework (Incident, Problem, Change Management), SLA
Consultant at Capgemini Management, KBA Management, Escalation Handling, Ticketing Systems,
Continuous Service Improvement (CSI), Process Optimization, Shift
+91 7006144817
Handover Management, Quality Auditing
[Link]@[Link]
Major Incident Management:
Bridge facilitation, escalation handling, SLA adherence, war room
coordination, RCA ownership, action item tracking, post-incident reviews,
reduction of repeat incidents
CERTIFICATES
Soft Skills:
ITIL V4 Foundation – In Team Leadership, Vendor Coordination, Clear & Effective
progress
Communication, Commitment to Customer Service Excellence, Training,
CCNA - Trained Mentoring & Team Development, Documentation & Process
Management, Reporting & Data Analysis, Conflict Resolution,
Adaptability & Resilience.r