Pankaj Sharma

Results-driven IT Service Delivery professional with 10+ years of experience across Service Desk operations, IT services, and customer support in enterprise environments. Currently working as a Senior Consultant – Tech Lead at Capgemini, managing an L1 Technical Service Desk for the past 4 years with end-to-end responsibility for service delivery, SLA adherence, and operational excellence Proven expertise in incident management (Major & Master Incidents), queue management, RCA, audits, and process improvements, consistently driving high user satisfaction and service quality. Strong people manager with hands-on experience in team leadership, daily scrum calls, refresher trainings, and cross-functional collaboration with L2/L3 teams. Well-versed with ServiceNow, AWS, TechSee, CyberArk, and Service Café, along with reporting and performance tracking mechanisms. Adept at client handling, knowledge management (KBA lifecycle), and proactive service improvements. Passionate about leveraging technical expertise and leadership skills to deliver measurable business outcomes and exceptional customer experience.