Ankush M.
About Ankush M.
Ankush M. is a Senior Service Manager at Anaplan, where he advises management on support issues and conducts post-incident reviews. With extensive experience in incident management and customer satisfaction, he has held various roles in the tech industry since 2007.
Current Role at Anaplan
Ankush M. serves as a Senior Service Manager at Anaplan, a position he has held since 2022. In this role, he advises management on support issues from partners that affect service restoration. He conducts post-incident reviews for all major incidents, defining corrective actions to improve future service delivery. Ankush leads the delivery of monthly status and summary reporting for major incidents and problem tickets, ensuring transparency and accountability in service management.
Previous Experience at Anaplan
Ankush M. has held multiple positions at Anaplan. He worked as an ITSM Analyst from 2018 to 2022, where he focused on proactive detection and prevention of future problems, initiating the Problem Management process for quicker diagnosis and resolution. He briefly served as a Service Manager in 2022 for one month, contributing to the management of service delivery before advancing to his current role.
Career Background
Ankush M. has a diverse background in IT service management and support. He began his career at HCL Technologies as a Lead Engineer from 2007 to 2010. He then joined Accenture as a Software Engineer from 2010 to 2012. Following this, he worked at Tata Consultancy Services as a Team Lead in various roles, including Global Major Incident Management from 2012 to 2015 and Deskside Support from 2015 to 2017. He also worked at Nisum as a System Engineer for six months in 2017.
Expertise in Service Management
Ankush M. has developed expertise in establishing customer satisfaction surveys and creating knowledge bases to enhance customer experience. He is skilled in building a knowledge management and sharing environment for incident troubleshooting. His proactive approach to problem management has contributed to improved service delivery and customer satisfaction across his roles.