Pratishtha Mishra

About Pratishtha Mishra

Certified ITIL professional. Diverse experience working with multi-cultural environment…

Experience

1. Infra Managed Service Sr Analyst

   Accenture

   Nov 2023 — Present · Gurugram, IN

   1) Manage delivery for IT production systems and services. 2) Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. 3) Provide operational support, ensuring production systems are online and available.4) Respond to user/client escalations and engage functional escalation and Management escalation as required.5) Manage requests incidents on ITSM tool.6) Validate the changes as applicable, follow up with the technical teams for implementation, testing the changes and handover to customer.7) Prompt handling of all /incidents/problems/SRs in order to minimize the impact of incidents upon client end service quality.8) Join on-call group which is high priority.9) Consequently, identifies opportunities to improve operations.10) Assigning tasks to the team throughout each workday that are based on SLAs, technician availability, and the technician\'s skills.11) Defining and managing service level agreements with customers.12) The service manager ensures excellent customer service, maintains strong relationships with customers and third-party vendors.