Niveditha Prakash

• Ensure that infrastructure services (e.g., network, servers, storage, cloud, backup, monitoring) are delivered according to SLAs and client expectations.
• Act as the primary point of contact between Accenture and the client for all infrastructure services. Lead regular service reviews, governance meetings, and performance reports.
• Define the scope, schedule, budget, and resources for infrastructure transition, transformation, or steady-state operations.
• Create and manage detailed project plans aligned with ITIL, Agile, or Waterfall frameworks, as appropriate.
• Manage cross-functional teams, including engineers, architects, support staff, and vendors.
• Ensure clear communication, task delegation, and issue resolution. Identify potential risks related to infrastructure, and develop mitigation strategies and contingency plans.
• Track project budgets, cost optimization, and resource utilization. Manage the onboarding of infrastructure services during transition phases.
• Engage with internal leadership, client stakeholders, third-party vendors, and delivery centers.
• Provide dashboards, KPIs, and executive summaries to stakeholders.
• Encourage best practices, lessons learned, and reusable accelerators.

Projects Handled: Establishment of multiple new sites, execution of site divestitures, site expansion initiatives, and integration of sites through mergers and acquisitions.

• Successfully addressed network-related issues by providing remedies and conducting Root Cause Analysis.
• Facilitated coordination with customers (sites/wholesalers) in the role of Subject Matter Expert for Shell Retail - Site Systems support since 2019.
• Managed escalations to Level 2/Tier 2 Support when issues extend beyond the scope of L1/T1 technician support, ensuring timely resolution.
• Acted as a primary point of contact for clients, facilitating communication between internal, cross-functional teams, and external third-party vendors to ensure timely solution delivery.
• Served as a Subject Matter Expert for Shell Retail's Site Systems support in the U.S. and Canadian markets.
• Tools used: Invenco, ITarian, CompuCom, Salesforce, and ServiceNow.
• Developed strong relationships with vendors, resulting in better collaboration during troubleshooting efforts.

• Develop and install the product as per client requirements.
• Software installation, troubleshooting errors and resolving customer queries.
• Designed databases using Doc-Designer to create, edit, delete documents and fields.
• Involved in multiple projects like Financial Accounting Inventory Control, Liquor Management System, POS Inn(Restaurant), POS Shop(Textile), vPay(Payroll) End to End Performance testing of different products and result analysis Participated in stand-up and project status meetings.
• Database Management, performed data backups and restores using SQL. Identified defects, reported them to developers, and monitored the status of defects daily.
• Verification of bugs and Investigate product quality to make improvements to achieve better customer satisfaction