Service Delivery Coordinator with 4+ years in IT Service Management
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Identifying your key strengths…
Evaluating your skill match against the job requirements…
Assessing your cultural and operational fit
Results-driven Incident Management Analyst with 4+ years of experience in IT service delivery, incident coordination, escalation management, and enterprise support operations. Skilled in ITIL-based ITSM, ServiceNow, SLA monitoring, ticket lifecycle management, problem management, and service restoration. Proven ability to resolve critical incidents, improve operational efficiency through RCA and KPI monitoring, and collaborate effectively across global support environments.
Nagaland University, Kohima
Bachelor of Commerce (B.Com)
August 1, 2016 – June 30, 2016
Computacenter
Incident Management Analyst
June 1, 2022 – Present
India
Concentrix Daksh Services Pvt. Ltd.
Advisor-I
February 1, 2021 – June 1, 2022
India
Flipkart
Customer Service Associate
May 1, 2020 – December 1, 2020
India
Firstsource
Customer Support Executive
January 1, 2019 – March 1, 2020
India
Hinduja Global Solutions Pvt. Ltd.
Process Consultant
August 1, 2017 – September 1, 2018
India
ITIL® 4 Foundation Certified
IT Service Management (ITSM)
May 1, 2026 – Present
Cultural Fit Analysis
The candidate's career progression from customer support to incident management analyst, coupled with ITIL certification, indicates a strong commitment to structured IT service delivery environments. Their experience across multiple organizations suggests adaptability and a focus on process adherence and customer satisfaction, which are key aspects of a service-oriented culture.
Soft Skills & Operational Fit
The candidate demonstrates strong coordination, communication, and problem-solving skills through their experience in managing escalations, coordinating with internal teams, and stakeholder communication. Their extensive background in IT service management processes (incident, problem, change management) and tools (ServiceNow) indicates a high operational fit for a structured service delivery environment.