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Manager Management

Delhi, India
February 21, 2018

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Santosh Kumar Rawat


Cell: +919*********,997*******


To be associate with an organization where I can get opportunity to enhance my skill so that I could use my acquired skills toward s companies growth and betterment.


Experience Summary:

Currently working with Indigo Airlines as a Shift Manager responsible for day to day end user computing and Incident management.

Total 2 years and 3 months of experience with Barclays Shared Services as a Support Advisor and 1 year and 5 Months of prior experience with HCL Technologies, Noida as a Product Support Engineer.

Incident professional with 3years and 3 months of experience in Incident Support in Infrastructure Management Services looking for a position that will avail an opportunity to work and excel in Infrastructure Management projects.

Experience in Service Delivery and Management in Manufacturing and Hi-Tech (Global Infrastructure Services) domain with knowledge of Fault Management, Incident Management and Implementation, IT Service Management, Identity & Access Management, Problem Management &Change Management projects.


Graduated from MD University

HSC (12th class) – H.B.S.E Board

SSC (10th class) – H.B.S.E Board


Tools: Service Now, Citrix Receiver, Active Directory, BMC Remedy, Remote Desktop,

Presentation and Office Utilities: Microsoft PowerPoint, Microsoft Word, Microsoft Excel, Microsoft Outlook & Office 365.

Operating System: Mac OS X, Win XP, Win 7, Win 8, Win 8.1.

Skills: ITIL, IT Infrastructure, Incident Management, IT Service Management, Change Management, Problem Management, Configuration Management, Release & Deployment Management.


IT Shift Manager September 2016 - Till now

CMS IT Services Pvt. Ltd.

Client: Indigo Airlines

Project : End User Support

As an IT Shift Manager I am responsible to quickly acquire and maintain a high level general overview and knowledge of the end to end systems, services and tools used by and to support our customers and users.

Reacts with ownership and urgency to escalated incidents. Facilitates technical and other resources through service restoration and recovery efforts for escalated incidents. Documents incident events, resolution and follow up action items including chasing for RCA from resolver groups. Provide appropriate support (for ticketing, alerting, and collaborating) to manage incidents, troubleshoot, document resolution, and, where possible, begin root cause analysis.

Being as an administrator of McAfee Endpoint and Dhruva Cloud provide support to PAN India airports and engineer.

Sharing daily reports with Indigo Stakeholders and discuss the improvement plans.

Infrastructure Support Analyst(Offshore) October 2014–July2016

Barclays Shared Services

Client: Barclays Corp

Project: Infrastructure Management

As a Support Analyst, I am responsible to gauze/monitor day to day operational activities. Then upon acting on them as per the situation as such as creating, reporting o assigning monitoring resolving and reporting incidents to concern teams .Incident / Problem determination and resolution on a 24x7 basis Incident, Problem, Change and Configuration management, and queries within the agreed service levels. Perform Service Requests based on Standard Operating Procedures. Work on scheduled tasks as part of Change Management. I should handle issues independently and suggest/ implement services improvements plans. Should be able to identify and highlight scope of automation to Lead or Manager.

Product Support Engineer(Offshore) April 2013 – September-2014

HCL Technologies Pvt. Ltd.

Client : British Telecom

Project : Product Support Engineer

Working with an Offshore client where help them to navigate the website and report any incident to L2 level. Create reports and share with our manager on daily basis. Review the occurrence of incidents and publish it within our team. Meet SLA and highlight any scope of improvement.


Incident / Problem Determination.

Lean Management.

Identity & Access Management.

Problem, Change and Configuration management.

Identify and highlight scope of service delivery to Lead or Manager.

Sharing Daily status with the Offshore Lead.

IT Service Management in ITIL.


Father’s Name:

Date of Birth:


Marital status:


Contact Details:

Current Address:

Mr. Pratap Singh Rawat

27th Aug 1990



English, Hindi


206, Ashoka Enclave Near Sector 37 Faridabad

Santosh Kumar Rawat


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