Archana Mishra
Information Technology Service Management Analyst @Tata Consultancy Services
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WORK HISTORY
Information Technology Service Management Analyst @Tata Consultancy Services
Pune, IN
Information Technology Service Management (ITSM) Analyst responsible for supporting end-to-end ITIL processes with a strong focus on Change Management, Incident Management, and Service Governance. Played a key role in ensuring service stability, SLA compliance, and risk-controlled production changes in large enterprise environments.Supported ITIL-aligned Change Management activities including Normal, Emergency, and Major changes.Coordinated CAB and eCAB meetings, ensuring proper risk, impact, and dependency assessments.Worked closely with application, infrastructure, network, security, and business stakeholders for smooth service delivery.Supported incident and major incident management, ensuring timely resolution and stakeholder communication.Maintained service documentation, change records, and audit evidence in ITSM tools (ServiceNow).Monitored SLA, KPI, and service performance metrics, identifying risks impacting production stability.Contributed to continuous service improvement initiatives and ITIL process maturity.Key Focus Areas:ITSM • ITIL Governance • Change Management • Incident Management • CAB / eCAB • SLA & KPI Management • Risk & Impact Analysis • ServiceNow • Stakeholder Coordination • Production Suppor
EDUCATION
Institute of Engineering and Rural Technology, Allahabad
Bachelor's degree, Electrical, Electronics and Communications Engineering
Kendriya Vidyalaya (KV)
Bachelor's degree
ABOUT ARCHANA MISHRA
Service Delivery and ITSM professional with 9+ years of experience supporting global enterprise environments across Automotive, Pharmaceutical, Manufacturing, Healthcare, and Technology domains. Proven track record in delivering stable, SLA-driven IT services with strong focus on ITIL governance, service operations, and production stability.Expertise includes Service Delivery Management, ITSM (Change, Incident, Problem), CAB/eCAB governance, risk and impact analysis, SLA & KPI management, and stakeholder coordination. Experienced in managing high-risk production changes, supporting major incident resolution, and ensuring 24x7 service continuity across cloud (AWS) and on-prem infrastructure.Hands-on experience in AWS operations and infrastructure support, including EC2, IAM, monitoring, compliance, and audit support in regulated environments. Strong background in L2/L3 production support, infrastructure operations, and end-user IT services, enabling end-to-end service ownership.Recognized for driving process improvement, operational discipline, and continuous service improvement, while collaborating closely with cross-functional teams and business stakeholders. ITIL Foundation certified, with exposure to project delivery, data privacy, and information security.
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