Sneha Singh

Results-driven IT Professional with 4.5 years of experience in ITSM, project coordination and client-facing operations. Expertise in managing cross-functional teams, IT Service delivery, SLA tracking and tool optimization. Strong understanding of ITIL practices and actively preparing for ITIL managing professional certifications to transition into project leadership and delivery roles.

ITSM Tools SME - Kyndryl - Mumbai, Maharashtra

(2025-06)

• Leading ITSM Operations for enterprise clients using Symphony Summit AI.
• Create and maintain documentation including project plans and SOPs.
• Ensure SLA compliance and provide RCA for major incidents.
• Oversaw SLA performance & implemented escalation matrix.
• Co-ordinate with stakeholders for delivery tracking and tool enhancements.
• Improved team delivery efficiency through structural reviews and mentoring.

System Engineer - TCS - Mumbai, Maharashtra

(2021-10 - 2025-05)

• Delivered successful ITSM configurations across multiple client projects.
• Co-ordinated implementation of custom workflows and APIs using ManageEngine ServiceDesk Plus.
• Led administrator-level workflow configuration and SOP creation
• Supported UAT Testing, training and proactive support to maintain optimal operation.

Bachelor of Electronics & Communication Engineering - Electronics & Communication Engineering - Usha Mittal Institute of Technology, Mumbai (2021-05)