Jitin Kumar

Jitin Kumar Münchner Strasse 53, 09130 Chemnitz, Germany Phone: - Email:- Professional Summary Experienced IT Service Manager with 15+ years in IT service delivery, customer support, and asset management, now based in Germany. Proven success leading global IT projects, implementing ITIL frameworks, and managing service operations across Europe, LATAM, and APAC. Strong background in vendor coordination, multilingual support, and ServiceNow. Fluent in English, with working knowledge of German (A1-A2). Actively seeking opportunities in Germany. Key Skills - ITSM Tools: ServiceNow, Remedy - ITIL Practices: Incident, Problem, Change, and Asset Management - Technologies: Windows OS, Active Directory, Remote Support Tools (TeamViewer, LogMeIn) - Project Management: Vendor Coordination, Lifecycle Planning, Budgeting - Soft Skills: Client Engagement, Team Leadership, Process Improvement - Languages: English (Fluent), German (Basic – A1/A2 Level, in progress) Professional Experience IT Customer Advisor | LayersLogic Europe eK, Germany | Nov 2024 – Present - Understand customer needs and offer tailored IT solutions. - Recommend products/services aligned with client goals. - Train clients on IT tools and ensure effective onboarding. - Prepare project status reports and support pre-sales efforts. - Foster long-term client relationships and satisfaction. IT Service Manager | LayersLogic IT Limited, UK (Remote) | Oct 2023 – Oct 2024 - Provided pre-sales technical support and ensured customer satisfaction. - Maintained accurate customer records and gathered service feedback. - Analyzed market trends and improved service offerings. IT Service Management & Asset Lead | HCL Technologies, India | Oct 2012 – Sep 2023 - Led global DaaS and IT asset lifecycle for Hitachi Energy and Mondelez. - Managed forecasting, procurement, refresh, and return of IT assets across 20+ countries. - Supervised multilingual service desks and ensured 98% SLA compliance. - Implemented CSI initiatives, reducing incident resolution time by 40%. - Delivered global transitions and trained international teams across Europe, LATAM, and APAC. Technical Specialist & Support Engineer | Various Companies in India | 2009 – 2012 - Provided L1/L2 IT support for desktops, laptops, networks, and software. - Offered remote support using tools like LogMeIn, TeamViewer, Ammy Admin. - Specialized in antivirus support, system diagnostics, and issue resolution. Education - MBA – Information Technology, Mahatma Gandhi University, India, 2014 - B.Tech – Computer Science Engineering, Maharaja Agrasen Institute of Technology, IPU, India, 2010 Certifications - ITIL V3 Certified, HCL Technologies, 2014 - ITIL V4 Certified, Cognixia, 2020 - CCNA Certified, High Technologies Solutions, 2011 Languages - English – Fluent - German – Basic (A1-A2 Level)