Open to opportunities

Disha Mandal

@dishamandal

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IT Operations and Service Management analyst skilled in ServiceNow, ITIL, AD, and O365 administration.

India

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What I'm looking for

I seek a hands-on IT operations role focused on ServiceNow/ITIL-based incident and request management, opportunities to improve processes, mentor teammates, and work within a collaborative, quality-driven environment.

I am an IT Operations and Service Management analyst with a foundation in Electrical Engineering and hands-on experience in manual and automated testing. I have worked across enterprise environments to manage high-volume service requests and troubleshoot complex technical issues within strict SLAs.

At Accenture, I monitor customer infrastructure, manage incidents and changes in ServiceNow, maintain SOPs and KB articles, and ensure ITIL compliance while meeting SLA/OLA targets. I drive process improvements and support quality assurance with an emphasis on zero non-conformances during audits.

Previously, I administered Active Directory and O365 licensing, resolved global access and identity issues, and coordinated vendor-customer relationships to expedite technical resolutions. I also gained practical QA experience with Selenium IDE, manual testing, and HTML scripting during an earlier role at Cognizant.

I am recognized for leadership and continuous learning, having mentored new team members and held organizational leadership roles in campus activities. I bring disciplined problem-solving, strong communication, and a commitment to operational excellence to every team I join.

Experience

Work history, roles, and key accomplishments

Current

Infra Managed Service Associate

Current

Accenture

Jun 2024 - Present (1 year 7 months)

Monitor customer infrastructure and manage Incident, Change, and Request tasks in ServiceNow, ensuring SLA/OLA adherence and updating SOPs/KBs to reduce runbook non-conformances and improve operational readiness.

ServiceNow ITIL Incident Management SLA Management Infrastructure Monitoring SOP KB Documentation Mentoring Troubleshooting

Cloud Tech Support Associate

Artech Infosystems

Nov 2022 - Jun 2024 (1 year 7 months)

Managed end-to-end incident and request lifecycles in ServiceNow, administered Active Directory and O365 licensing, and coordinated vendor-customer relationships to resolve production outages within SLA targets.

ServiceNow Active Directory O365 Incident Management SLA Troubleshooting Vendor Management Root Cause Analysis

Quality Assurance Intern

Cognizant Technology Solutions

Feb 2022 - Sep 2022 (7 months)

Executed manual testing and website automation using Selenium IDE and Eclipse, developed HTML test scripts, and documented defects to improve software quality during release cycles.

Manual Testing Automation Collaboration QA Processes

Education

Degrees, certifications, and relevant coursework

Institute of Engineering and Management

Bachelor of Technology, Electrical Engineering

Grade: CGPA: 8.50

Activities and societies: Recipient of the Dr. Sudarshan Chakraborty Award for Best Student Performance; National Activity Chair and Girl Working Committee President for ISHRAE-IEM; won ISHRAE Talent Hunt and Aptech Quiz Competition.

Completed a Bachelor of Technology in Electrical Engineering with a CGPA of 8.50 in 2022.