Mahima Prajapati

Lead L1 incident management and production support for critical enterprise applications using ITSM tools, covering incident detection, triage, prioritization, and resolution within SLA. Manage major incidents end-to-end, including escalations, SLA compliance, and stakeholder communication, coordinating with cross-functional teams for root cause analysis and resolution.

Managed incident management and change management for critical production environments. Reduced major incident recovery time by 30% through structured incident handling and escalation, and coordinated CAB activities, managing 100+ production changes with zero rollbacks.

Provided L2 production application support, including incident troubleshooting and resolution. Supported RCA, problem management, change management, and automation initiatives, improving first-call resolution by 20% through better documentation and knowledge management.

Earned the Cisco Certified Network Associate (CCNA) certification, demonstrating proficiency in networking fundamentals, IP connectivity, and security.

Earned the Microsoft Azure Fundamentals certification, validating foundational knowledge of cloud services and how those services are provided with Microsoft Azure.

Earned the Microsoft 365 Fundamentals certification, demonstrating understanding of Microsoft 365 services, security, compliance, and pricing.

Earned the Microsoft Azure AI Fundamentals certification, validating foundational knowledge of AI and machine learning concepts and Azure AI services.

Earned the Infosys Certified ITIL Foundation Associate certification, demonstrating understanding of ITIL framework and best practices for IT service management.

Earned the Infosys Certified Unix Associate certification, demonstrating proficiency in Unix operating system fundamentals and command-line operations.