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Devshi Upneja

Accenture | PMO Analyst | Project Coordination & Governance | SLA & Incident Management | Reporting & Dashboarding | ServiceNow | JIRA | Power BI

Gurugram

6+ years of work experience

Accenture
Jun 20242 yrs 1 moPresent

Gurugram, Haryana, India

Key Responsibilities: 1. Managing end-to-end Incident Management for a global retail client, ensuring quick resolution and adherence to SLAs. 2. Monitoring, triaging, and escalating high-priority incidents to minimize business disruption. 3. Coordinating with cross-functional teams to drive resolution and provide timely stakeholder communication. 4. Maintaining detailed incident records and documentation in ServiceNow. 5. Supporting Problem Management activities, including root cause analysis and preventive measures (6 months parallel experience). Key Achievements: 1. Consistently ensured SLA compliance and reduced incident backlog. 2. Recognized for strong communication and collaboration with both technical and business stakeholders. 3. Actively contributed to process improvement initiatives within IT Service Management.
Accenture
May 20231 yr 2 mosJun 2024

Gurugram, Haryana, India

Accenture
Dec 20225 mosApr 2023

Jaipur, Rajasthan, India

CallsBridge
Aug 20224 mosNov 2022

Panipat, Haryana, India

Oct 20192 yrs 1 moOct 2021

Panipat, Haryana, India

Education

Bca, Computer Application

Arya pg college panipat

20202 yrs2022
Kurukshetra university

Bachelor of Computer Application - BCA, HTML, python, ms-excel

Kurukshetra university

20202 yrs2022

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Headline

Accenture | PMO Analyst | Project Coordination & Governance | SLA & Incident Management | Reporting & Dashboarding | ServiceNow | JIRA | Power BI

About

BCA graduate with 3 years of experience in IT Service Management at Accenture, supporting a global retail client. ✅ Skilled in Incident & Problem Management – handling escalations, root cause analysis (RCA), stakeholder communication, and service restoration. ✅ Experienced in collaborating with cross-functional teams to reduce repeat issues and improve service reliability. ✅ Strong foundation in ITSM practices (Incident, Problem, RCA, Knowledge Management) with exposure to ServiceNow. 💡 Passionate about driving process efficiency, reliable IT services, and creating value through collaboration and continuous improvement.

Location

Gurugram

Work experience

Project Management Analyst at Accenture, Jun 2024 - Present · 2 yrs 1 mo, Gurugram, Haryana, India, Key Responsibilities: 1. Managing end-to-end Incident Management for a global retail client, ensuring quick resolution and adherence to SLAs. 2. Monitoring, triaging, and escalating high-priority incidents to minimize business disruption. 3. Coordinating with cross-functional teams to drive resolution and provide timely stakeholder communication. 4. Maintaining detailed incident records and documentation in ServiceNow. 5. Supporting Problem Management activities, including root cause analysis and preventive measures (6 months parallel experience). Key Achievements: 1. Consistently ensured SLA compliance and reduced incident backlog. 2. Recognized for strong communication and collaboration with both technical and business stakeholders. 3. Actively contributed to process improvement initiatives within IT Service Management.

Packaged App Development Associate at Accenture, May 2023 - Jun 2024 · 1 yr 2 mos, Gurugram, Haryana, India

Packaged App Development Associate at Accenture, Dec 2022 - Apr 2023 · 5 mos, Jaipur, Rajasthan, India

Digital Marketing Intern at CallsBridge, Aug 2022 - Nov 2022 · 4 mos, Panipat, Haryana, India

Volunteer Staff at Arambh Foundation, Oct 2019 - Oct 2021 · 2 yrs 1 mo, Panipat, Haryana, India

Education

Bca, Computer Application, Arya pg college panipat

Bachelor of Computer Application - BCA, HTML, python, ms-excel, Kurukshetra university

Devshi Upneja - Project Management Analyst in Gurugram | Tal