Jyotirmayee Mishra
Bengaluru
Summary
IT professional with over 10 years of experience in service management operations, specializing in application support and desktop/laptop services, demonstrating strong expertise in ITIL processes and change management while effectively utilizing various IT service tools.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Management Specialist & Team Lead
Accenture
12.2020 - Current
- Led change, problem, Vulnerability, and incident management processes for the multiple regions.
- Chaired Pre-CAB meetings and reviewed WBS with clients for smooth change implementation.
- Conducted audits for Change, Incident, Problem, Vulnerability, and Service Request Management.
- Analysed ticket trends and created proactive problem tickets for recurring issues.
- Led CAB calls ensuring proper change governance and approvals.
- Implemented alerts and documentation to enhance service operations.
- Prepared multi region Daily/weekly/monthly reporting including SLA reports and compliance metrics for stakeholders.
- Ensured SLA adherence and improved Change Management efficiency by providing regular change refresher sessions.
- Performed RCA and PIRs for failed changes.
- Collaborated on continuous improvement initiatives with cross functional teams to bring automation in the process and reporting.
Senior System Engineer
Cognizant Technology Solutions
06.2019 - 12.2020
- Led a retail project team of 30+ members supporting daily BA tasks.
- Monitored SLA compliance and collaborated with cross-functional teams.
- Expertise in ServiceNow tool.
- Provided training to new associates and managed escalations.
Technology Support Specialist
Infosys
12.2017 - 05.2019
- Worked as a TAC Engineer Level 1 in Cisco WebEx project.
- Provided technical support for WebEx products, assisting customers with live meetings, events, and trainings.
- Troubleshot WebEx audio and video issues.
- Provided knowledge transfer and floor support for offline channels.
- Used ticketing tools such as ServiceNow, Salesforce, and CCCM.
Technical Support Engineer
Hewlett-Packard Inc.
11.2015 - 12.2017
- Provided troubleshooting support for laptops, desktops, and commercial printers.
- Assisted in employee engagement and process training for peers.
- Managed different queues and worked with CDAX and CRM tools.
Education
B-Tech - Electronics & Communication Engineering
NMIET
Bhubaneshwar01.2015
Skills
- ITIL v4 framework
- Change management
- Incident management
- Problem management
- Vulnerability management tools
- ServiceNow and BMC Helix applications
- Qualys and Kenna integration
- Excel and PowerPoint proficiency
- Capacity planning
Certification
- BSNL Training
- Core Java, SQL, and Manual Testing (Jspiders & Qspiders)
- ITIL V4 Certified
- Internal Accenture Certification
Languages
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Odia
Native
Native
Timeline
Service Management Specialist & Team Lead
Accenture
12.2020 - Current
Senior System Engineer
Cognizant Technology Solutions
06.2019 - 12.2020
Technology Support Specialist
Infosys
12.2017 - 05.2019
Technical Support Engineer
Hewlett-Packard Inc.
11.2015 - 12.2017
B-Tech - Electronics & Communication Engineering
NMIET