Pratikchha Gurung
Infrastructure Team Lead @Cognizant
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WORK HISTORY
Infrastructure Team Lead @Cognizant
CA
Major Incident Manager & Network Operations Control (NOC) Knowledge Manager IT Escalation Manager Service Desk Team Lead Sr System Engineer
EDUCATION
Heritage Institute of Technology
Bachelor of Technology - BTech
Darjeeling Polytechnic Institute
Diploma in Computer Science and Technology
ABOUT PRATIKCHHA GURUNG
Certified IT Managed Services professional with 14+ years of experience in Retail and Banking domain. During my career graph, I have worked in the capability of various roles and have transitioned to my current role through promotion from starting as a team member to leading teams for running successful process operations & experience of developing procedures, service standards for business excellence and over all reduction of repetitive Major Incidents by 20% by ensuring effective implementation of Problem Management. Having worked up from the ranks, I have the end-to-end visibility of our support model which enhances the quality of service provided to our clients; i.e. Project Transition, handling escalations, coordinating efforts for faster resolution and remediation, left-right shifts and service improvements. I have acquired good practical experience in Operations, Process Management, IT Service Management, Client Servicing, Data Management, NOC Operations and Document Preparation.
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