Summary
Overview
Work History
Education
Skills
Timeline
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NITISHA TIWARI

Technical Lead
Noida,UP

Summary

Dynamic Technical Lead at Cognizant Technology Solutions with a proven track record in optimizing service desk performance and enhancing team efficiency. Expert in ServiceNow and quality audits, I excel in team leadership and effective communication, driving strategic improvements that elevate service quality and operational excellence.

Overview

8
8
years of professional experience

Work History

Technical Lead

Cognizant Technology Solutions
01.2023 - Current
  • Oversee daily operations, enforcing SLAs, managing queue/breaks and best practices to optimize efficiency and service quality.
  • Monitor service desk performance metrics, implementing strategic improvements for optimal workflows.
  • Audit 100 calls weekly for associates, providing feedback on process gaps to improve overall performance.
  • Conduct call calibration sessions twice a week with clients and lead huddle sessions for team alignment.
  • Conduct internal training for team members and new hires to improve technical proficiency.

Senior Systems Engineer

Cognizant Technology Solutions
01.2021 - 01.2023
  • Provided technical support for Con Edison and Orange & Rockland employees via calls, chats, and emails.
  • Created and documented detailed service tickets to ensure comprehensive issue tracking and resolution.
  • Managed Azure MFA, Citrix Workspace, Active Directory, Azure Active Directory, ensuring seamless access authentication.
  • Specialized in tools such as ServiceNow, SDAU, Splunk, Multi-Factor Authentication applications, and Microsoft Azure Endpoint Manager.
  • Led major incident escalations, ensuring rapid service restoration and minimal downtime.

Tech Support Associate

Tech Mahindra
01.2020 - 01.2021
  • Collaborated with service providers in Australia, the Philippines, and other regions to support Telstra’s telecommunications services.
  • Specialized in troubleshooting internet and voice-related issues, resolving technical challenges effectively.
  • Achieved daily resolution targets, demonstrating efficiency in handling high-volume service requests.

Assistant Manager

IndusInd Bank Ltd
Chennai, Tamil Nadu
02.2018 - 11.2019
  • Handled customer queries related to CASA accounts, transactions, and debit cards, while actively pitching high-variant debit cards, card protection plans, and insurance products.
  • Collaborated with the internal sales team to transfer qualified leads and ensure smooth handovers.
  • Consistently worked towards daily sales targets to contribute to monthly revenue goals.

Education

B.Tech - Electronics & Telecommunication Engineering

Synergy Institute of Engineering & Technology
Dhenkanal
05-2016

Higher Secondary Certificate - ISE

Gulmohar High School
Jamshedpur
03-2012

Secondary School Certificate - ICSE

Gulmohar High School
Jamshedpur
04-2010

Skills

  • ServiceNow ticketing tool
  • Active Directory
  • Quality audits
  • Operations
  • Team management
  • Shift lead
  • Queue management
  • Incident management
  • Performance auditing
  • Effective communication
  • Team leadership
  • Team performance management

Timeline

Technical Lead

Cognizant Technology Solutions
01.2023 - Current

Senior Systems Engineer

Cognizant Technology Solutions
01.2021 - 01.2023

Tech Support Associate

Tech Mahindra
01.2020 - 01.2021

Assistant Manager

IndusInd Bank Ltd
02.2018 - 11.2019

B.Tech - Electronics & Telecommunication Engineering

Synergy Institute of Engineering & Technology

Higher Secondary Certificate - ISE

Gulmohar High School

Secondary School Certificate - ICSE

Gulmohar High School

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NITISHA TIWARITechnical Lead