Ankur Tomar

Operations Associate

Mohali, India13 yrs 9 mos experience
Most Likely To SwitchHighly Stable

Key Highlights

  • Led global IT service desk operations with 99.9% uptime.
  • Implemented automation reducing ticket backlog by 30%.
  • Designed IT satisfaction surveys to enhance service efficiency.
Stackforce AI infers this person is a seasoned IT Service Management professional with expertise in operational excellence and customer satisfaction.

Contact

ankur.tomar164@gmail.comLinkedIn

Skills

Core Skills

It Service ManagementGlobal It OperationsCustomer SatisfactionPeople Management

Other Skills

ITIL Service Operations and GovernanceEscalation & SLA ManagementClient Relationship ManagementCustomer-Centric Service ImprovementCross-Functional CollaborationRoot Cause AnalysisIT support Process OptimizationService DeskBusiness Process ImprovementVendor ManagementTroubleshootingTeam ManagementIT Infrastructure ManagementIT ProcurementIT Planning & Budgeting

About

IT Service Management professional in Service Desk Operations, IT Support Management, and Incident Resolution. Adept at leading global IT teams, implementing ITIL best practices, and ensuring SLA compliance. Proven ability to optimize IT processes, enhance customer satisfaction, and drive operational excellence.

Experience

13 yrs 9 mos
Total Experience
2 yrs 3 mos
Average Tenure
2 yrs 3 mos
Current Experience

Avaso technology solutions

Operations Manager

Jan 2024 – Present · 2 yrs 3 mos · Mohali district, India · On-site

  • Led global IT service desk operations, ensuring 99.9% system uptime and high service availability.
  • Implemented process automation, reducing ticket backlog by 30% and improving resolution time.
  • Developed IT support strategies aligning with business objectives, optimizing KPIs, SLAs, and OLAs.
  • Managed high-severity incidents & escalations, ensuring swift resolution and continuous service improvement.
  • Optimized IT budgets and resource allocation, reducing costs while enhancing support capabilities.
  • Designed and launched IT satisfaction surveys, leveraging insights to improve service desk efficiency.
Global IT OperationsITIL Service Operations and GovernanceEscalation & SLA ManagementClient Relationship ManagementCustomer-Centric Service ImprovementCross-Functional Collaboration+13

Hatch

Service Desk Technician

May 2022 – Nov 2022 · 6 mos · Gurgaon, Haryana · On-site

  • Managed a 22-member service desk team, supporting 9,000+ users across multiple regions.
  • Led Office 365 migrations, SharePoint administration, and ensured SLA adherence.
  • Spearheaded service desk optimization, improving first-call resolution rates and user experience.
People ManagementCustomer SatisfactionBusiness Process ImprovementIT Service ManagementService Desk

Uttarakhand power corporation limited (upcl) (cyfuture, digitech)

Senior Information Technology Engineer

Sep 2018 – May 2022 · 3 yrs 8 mos · Dehra Dun, Uttarakhand, India · On-site

  • Led IT service desk operations for headquarters and regional offices.
  • Implemented IT process improvements, streamlining workflows and enhancing service efficiency.
  • Collaborated with business leads to align IT services with strategic goals.
  • Key contributor to the SAP implementation team, ensuring seamless IT transitions.
  • Managed incident reporting and provided technical support for Urja Mitra app.

Saburi global

Senior Solutions Engineer

Jun 2016 – Jun 2017 · 1 yr · Gurugram, Haryana, India · On-site

  • Leading IT service desk operations team.
  • Ensuring SLA compliance and achieving a 25% reduction in ticket resolution times through process optimization

Walmart global tech india

Sr. Analyst

Oct 2013 – Nov 2015 · 2 yrs 1 mo · Gurugram, Haryana, India

  • Part of IT operations, delivering top-tier support, resolving complex incidents, ensuring high first-contact resolution, and maintaining business continuity aligned with organizational goal.
  • Collaborated with cross-functional teams to manage high-priority incidents, restoring business-critical systems with minimal downtime

Walmart

Senior Executive – IT

Apr 2008 – Jul 2012 · 4 yrs 3 mos · Gurugram, Haryana, India · On-site

  • Part of IT operations, delivering top-tier support, resolving complex incidents, ensuring high first-contact resolution, and maintaining business continuity aligned with organizational goals.
  • Collaborated with cross-functional teams to manage high-priority incidents, restoring business-critical systems with minimal downtime

Education

Noida Institute of Eng. & Technology

Master's degree (MCA) — Computers

Jan 2002 – Jan 2005

Meerut College, Meerut

Bachelor's degree(B.Sc) — Science

Jan 1998 – Jan 2001

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