Strategic ITSM & Automation Specialist
Resume:
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CONTACT
**.********@*****.***
Hyderabad
T E CHNICAL S K I L L S
IT Service Management Tools:
ServiceNow, Microsoft 365 Admin
Center, Azure AD, Citrix, VMware,
Remote Desktop Tools.
Identity & Access Management: Okta
MFA, SailPoint IdentityNow, Active
Directory / Azure AD.
Endpoint Security & Threat Detection:
CrowdStrike, McAfee, Tanium,
Absolute Global Protect, Zscaler.
Networking & Infrastructure: Cisco
technologies, Remote Access
Solutions.
Automation & AI: Generative AI
integration for workflow optimization,
AI-driven service management.
C E RTIFICATIONS
ITIL Foundation
Microsoft 365 & Azure Fundamentals
AI / Automation Tools (Kore AI,
Chatbot Implementation)
RAHUL SANGOLGI
J O B O B J E CTIVE
Strategic IT Support & IT Service Management (ITSM) professional with experience in enterprise IT operations, incident lifecycle management, and service governance. Proven expertise in managing high-priority incidents, ensuring SLA compliance, and supporting Microsoft 365 & Azure environments. Recognized for improving MTTR, enhancing operational resilience, and driving process optimization through automation initiatives including Generative AI solutions..
WORK E X P E R I E NCE
Genpact India Private Limited
Sep 2021 - Jun 2025
IT analyst/SME
• Owned end-to-end incident lifecycle management using ServiceNow ensuring accurate
categorization, prioritization, and SLA adherence.
• Managed L2 escalations involving Microsoft 365, Azure AD, mailbox, identity provisioning, and
networking issues.
• Delivered VIP and executive-level technical support across multiple communication channels.
• Administered user access provisioning using SailPoint IdentityNow and Okta MFA.
• Collaborated with L3 teams and vendors to resolve high-impact infrastructure issues.
• Conducted Root Cause Analysis (RCA) and supported problem management initiatives.
• Implemented 'SCOUT' Generative AI automation improving internal operational efficiency.
• Resolved tickets achieving 95% customer satisfaction. Tech Mahindra Limited
Nov 2018 - Jan 2021
Senior Technical Associate
• Provided enterprise IT support across LAN, WAN, VPN, Citrix, and desktop environments.
• Troubleshot Microsoft Outlook, Office 365, and connectivity- related issues.
• Logged and tracked incidents ensuring documentation accuracy and timely escalation.
Knoah Solutions
Oct 2016 - Jun 2018
Technical Associate
• Delivered end-user support via phone, email, and chat channels.
• Diagnosed and resolved networking and desktop-related technical
• Maintained detailed documentation ensuring audit readiness. CORE COMPETENCIES
Incident, Problem & Change Management (ITIL-aligned) Major Incident Handling & Escalation Management
SLA & KPI Monitoring (MTTR, FCR, Compliance)
Root Cause Analysis (RCA) & Post-Incident Reviews
Process Optimization & SOP Development
Security & Compliance Awareness (Cybersecurity principles) VIP & Executive-Level IT Support
Generative AI Automation & Workflow Enhancement
E D U C ATION
Aurora Engineering College, Telangana
2016
Bachelor’s Degree
L ANGUAGES
English
Hindi
Kannada
Telugu
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