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Pratham Singh

@prathamsingh1

Technical Support Engineer at Infosys BPM Limited managing ServiceNow incidents and IT service requests while maintaining SLA compliance.

India

Message

At Infosys BPM Limited, I manage IT service requests and incident tickets in ServiceNow, prioritizing queues and maintaining SLA/TAT compliance.

I troubleshoot user access, hardware, software, application, and infrastructure issues, and work with L2/L3 support, infrastructure, and engineering teams on complex resolutions.

At Accenture Limited, I provided first-level technical and service support for customer issues, using structured troubleshooting to guide them toward resolutions.

At Concentrix, I resolved technical and service-related issues and participated in knowledge-sharing sessions, mentoring new team members on troubleshooting procedures and support processes.

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Support Executive

Current

Infosys BPM Limited

Dec 2025 - Present (10 months)

Manage end-to-end IT service requests and incident tickets in ServiceNow, ensuring SLA/TAT compliance. Troubleshoot and resolve user access, hardware, software, and infrastructure issues while collaborating with L2/L3 support teams.

ServiceNow Incident Management SLA Management Troubleshooting ITIL Excel Active Directory Microsoft 365 Remote Support

Inbound Sales Associate

Accenture Limited

Jan 2025 - Nov 2025 (10 months)

Managed end-to-end resolution of customer issues related to billing, account management, and technical concerns. Provided first-level technical support through inbound interactions and maintained performance against key service metrics.

Customer Support Troubleshooting Problem Solving CSAT Quality Assurance Communication Skills

Technical Support Advisor

Concentrix

Jun 2024 - Dec 2024 (6 months)

Resolved complex customer technical issues through structured troubleshooting and root-cause analysis. Maintained high service quality and achieved key performance metrics including NPS and 14-Day Save Rate.

Troubleshooting Root Cause Analysis Customer Support NPS Mentorship Microsoft Technologies