Manisha Singh

Results-driven Cloud Support Engineer and ServiceNow Engineer with hands-on experience in ITSM process implementation, cloud infrastructure support, and enterprise IT operations. Proficient in ServiceNow platform development including Incident Management, Change Management, Request Management, and Problem Management workflows. Skilled in Now Access (ServiceNow).

Experienced across AWS, Azure, with strong expertise in endpoint management, identity & access management, M365 administration, and ITIL best practices.

L2 Technical Specialist – ServiceNow ITSM - Deloitte (Client) – SourceOne

(2025-11 - 2026-02)

Administered and configured ServiceNow ITSM including Incident Management, Change Management, and Request Management to streamline enterprise IT operations.

• Worked with Now Access (ServiceNow) to manage user roles, access controls, and entitlements across the platform, ensuring least-privilege principles and audit compliance.
• Handled end-to-end incident lifecycle management – logging, categorization, prioritization, assignment, resolution, and closure – in compliance with ITIL best practices.
• Managed change requests through the Change Management workflow, risk assessment, and change scheduling to minimize business impact.
• Processed and fulfilled service requests via Request Management (Service Catalog), configuring catalog items, approval workflows, and fulfillment tasks.
• Performed root cause analysis and documented post-incident reports for major incidents, contributing to problem management and recurring issue reduction.
• Administered user identities, security groups, shared mailboxes, and access management through Active Directory and Microsoft Entra ID.
• Managed endpoint provisioning and compliance using Microsoft Intune, SCCM.
• Troubleshot VPN, BSOD, browser, network, Citrix, VDI, and Windows issues via remote support tools.
• Ensured compliance with security policies, access controls, and cloud governance standards.

Associate Engineer/ Application Support - Wissen Infotech

(2024-07 - 2025-10)

• Configured and managed ServiceNow Incident Management workflows, handling ticket creation, SLA tracking, escalation rules, and closure, ensuring timely resolution within defined SLAs.
• Supported Change Management processes by drafting change requests, coordinating approvals, scheduling maintenance windows, and post-implementation reviews in ServiceNow.
• Managed Service Request fulfillment through ServiceNow Request Management, including catalog item setup, variable configuration, and multi-stage approvals.
• Utilized Now Access controls in ServiceNow to assign roles, manage entitlements, and restrict module visibility based on user groups and organizational requirements.
• Provided L1/L2 technical support for cloud-based applications, infrastructure, and end-user environments across AWS and Azure platforms.
• Managed user access, permissions, and identity services using Active Directory and Microsoft Entra ID.
• Supported Microsoft 365 services including Exchange Online, Teams and OneDrive.
• Monitored and resolved cloud infrastructure incidents to ensure high system availability and performance.
• Maintained system documentation, knowledge base articles, and operational procedures.

Bachelor of Technology - Metallurgical and Materials Engineering - Veer Surendra Sai University of Technology (2019 - 2023)

Intermediate - Kendriya Vidyalaya, Koraput (2017 - 2019)

10th Standard - Kendriya Vidyalaya, Koraput (2016 - 2017)