Abhinav Mishra

About Abhinav Mishra

I am an IT Operations and Service Management professional with experience across leading global organizations. My expertise includes ServiceNow administration, incident/problem/change management, process improvement, and automation using Shell scripting and Git.With an MBA in IT & Finance and a Bachelor’s degree in Commerce, I combine technical expertise with strong business understanding. I have successfully handled high-priority incidents, implemented process optimizations, and collaborated with cross-functional teams to ensure smooth and reliable IT service delivery.I am passionate about leveraging technology to drive efficiency, maintain service quality, and support critical business operations. My focus is on delivering consistent results, adhering to ITIL best practices, and contributing to a culture of continuous improvement.Core Skills: ServiceNow | Incident Management | Change Management | Problem Management | ITIL Processes | Scripting | Root Cause Analysis | Stakeholder Communication | Jenkins | Splunk | Dynatrace | BMC

Experience

1. Sr Bizops Lead

   Mastercard

   Sep 2022 — Present · Pune, IN

   Led a 17-member team in production support for Mastercard’s critical payment platforms. Ensured 99.99% uptime, implemented DevOps pipelines, and resolved incidents within ITIL/ITSM frameworks.Key Responsibilities:Provided L1/L2 support for production incidents and performed root cause analysis (RCA)Managed deployments and CRQ using Jenkins & XLRHandled real-time alerts (carding attacks, latency issues) using Splunk, Dynatrace, DatadogCoordinated Change/Release/Patching activitiesCreated dashboards using Confluence and JiraGuided junior team members and ensured stakeholder satisfactionResponded to customer tickets via ServiceNow and BMC RemedyImproved automation in incident detection and resolution workflows

Education

• Subharti University

  Master of Business Administration - MBA, Information Technology