---
title: "Pruthiviraj Hansdah - Service Delivery & IT Operations Specialist | ITIL | Process Improvement | Stakeholder Engagement in Bengaluru | Tal"
description: "Meet Pruthiviraj Hansdah, Technical Process Specialist | IT Service Delivery & ITIL Operations | Stakeholder Management | Infosys BPM based in Bengaluru. AI stack includes claude code, gemini, and openai. Explore public work links including pruthivirajhansdah-eng.github.io."
image: "https://tal.club/meet/pruthiviraj-hansdah/share-image"
---

# Pruthiviraj Hansdah on Tal

## Headline

Technical Process Specialist \| IT Service Delivery & ITIL Operations \| Stakeholder Management \| Infosys BPM

## About

Service Delivery professional with hands\-on experience in managing IT Service Desk and L2 support operations for enterprise clients\. Currently handling multiple services, driving ITIL\-aligned processes, stakeholder communication, and data\-driven service improvements\. Strong in translating operational analysis into actionable solutions that improve service quality, efficiency, and customer satisfaction\.

## Location

Bengaluru

## AI stack

claude code

gemini

openai

ChatGPT

ChatGPT Images

Microsoft Copilot

## Work experience

Service Delivery & IT Operations Specialist \| ITIL \| Process Improvement \| Stakeholder Engagement at Infosys BPM, Aug 2024 \- Present · 2 yrs 3 mos, Bengaluru, Karnataka, India, •Lead IT Service Delivery operations across 4 critical services, ensuring adherence to ITIL processes and SLA/KPI targets\. •Act as the primary point of contact for stakeholders, conducting regular reviews to present service desk and L2 support analysis, trends, and improvement plans\. •Analyse incident, problem, and request data to identify bottlenecks, recurring issues, and operational risks\. •Collaborate with L2 support teams and service desk to drive process improvements, root cause reduction, and service stability\. •Provide guidance and governance to operational teams on ITIL best practices \(Incident, Problem, Change, SLA management\)\. •Facilitate solution discussions with stakeholders, translating business concerns into actionable operational improvements\. •Drive continuous service improvement \(CSI\) initiatives to enhance efficiency, response times, and customer satisfaction\. •Prepare and present weekly/monthly service reports, dashboards, and performance insights to client leadership\.

Process Technician at Infosys BPM, Aug 2024 \- Sep 2026 · 2 yrs 2 mos, Respond to end\-user requests for technical assistance via phone, email, and chat within a high\-volume, SLA\-driven service desk environment\. Enter, manage, and own incidents and service requests in the incident management system \(ServiceNow\), acting as a liaison between end users and technical escalation teams from ticket creation through resolution\. Provide technical support to internal and vendor employees, including password resets, O365 application issues, VDI, VPN, BitLocker, printers, smartcard exceptions, and Windows/Mac hardware troubleshooting\. Support Cisco IP Phones, Jabber, and Zoom, along with mobile devices through MDM\-managed configurations, resolving connectivity and access issues for end users\. Installation and configuration of Outlook\. Coordinate and escalate P1/P2 critical incidents, ensuring rapid response and minimizing service disruption; configure and troubleshooting Multi\-Factor Authentication \(MFA\) and other security protocols to support secure user access\. Maintain hygiene in ticket documentation, category selection, and overall ticket quality in line with process standards; encourage users to leverage self\-help resources and FAQs for common issues\. Communicate critical service updates to stakeholders clearly, ensuring transparency and minimizing business impact\.

Technical Support Engineer at HP, Apr 2023 \- Jun 2024 · 1 yr 3 mos, Bengaluru, Karnataka, India, > I will diagnose and resolve technical issues reported by customers through communication channel such as phone\. This involves analyzing the problem, understanding the underlying cause, and providing solutions or workarounds\. > I will assist customers in setting up, configuring, and using the product or service effectively\. This includes answering their questions, providing guidance, and offering step\-by\-step instructions\. > I will work towards resolving customer issues within a reasonable timeframe, ensuring customer satisfaction\. > This may involve collaborating with other teams, such as product specialists, to address complex or escalated problems\. > I will create and update technical documentation, including FAQs, knowledge base articles, and troubleshooting guides, to help customers find answers to common questions and issues\. > If an issue cannot be resolved immediately, I will escalate it to higher\-level support or engineering teams while keeping the customer informed about the progress\. > I will gather and document customer feedback, bug reports, and enhancement requests, and communicate them to the relevant teams to improve the product or service\. > In some cases, I may need to remotely access a customer's system to troubleshoot or diagnose issues more effectively\. > I may conduct training to educate customers on product features, best practices, and troubleshooting techniques\.

Technical Support Associate at HP, Apr 2023 \- Jun 2024 · 1 yr 3 mos, Provided technical support for software and hardware issues to clients\. Diagnosed problems using troubleshooting tools and techniques effectively\. Assisted in training new team members on support processes and tools\. Managed customer tickets through the ticketing system efficiently\. Conducted remote sessions to assist customers with complex issues directly\. Maintained up\-to\-date knowledge of company products and industry trends\. Provided support via remote desktop software, assistance on configuration, set\-up, maintenance and troubleshooting of computer systems, hardware and software\. Used ServiceNow \(Incident, Service Request & Ticket Management\)\. Resolved Windows operating system and application\-related issues\. Managed user accounts in Active Directory, including password resets, account unlocks, and group membership updates\. Support Genysis Phones, Jabber, Zoom, and unified communication tools\. Installation and configuration of Outlook\. Provide advanced troubleshooting for Microsoft Office, Teams, and Microsoft 365\. Support VPN, Zscaler and MDM\-managed devices\.

Traniee under Exaltica for Business Development Associate\. at Exaltica, Mar 2023 \- Jun 2023 · 4 mos, Remote

## Education

Bachelor of Technology \- BTech, Computer Science Engineering, GIET University Gunupur

## Public links

- pruthivirajhansdah\-eng\.github\.io: https://pruthivirajhansdah\-eng\.github\.io/pruthiviraj\-portfolio/

[View the original profile](https://tal.club/meet/pruthiviraj-hansdah)

```json
{
  "@context": "https://schema.org",
  "@graph": [
    {
      "@type": "Person",
      "@id": "https://tal.club/meet/pruthiviraj-hansdah#person",
      "name": "Pruthiviraj Hansdah",
      "url": "https://tal.club/meet/pruthiviraj-hansdah",
      "image": "https://tal.club/meet/pruthiviraj-hansdah/profile-photo.jpg",
      "description": "Meet Pruthiviraj Hansdah, Technical Process Specialist | IT Service Delivery & ITIL Operations | Stakeholder Management | Infosys BPM based in Bengaluru. AI stack includes claude code, gemini, and openai. Explore public work links including pruthivirajhansdah-eng.github.io.",
      "jobTitle": "Service Delivery & IT Operations Specialist | ITIL | Process Improvement | Stakeholder Engagement",
      "worksFor": {
        "@type": "Organization",
        "name": "Infosys BPM"
      },
      "hasOccupation": {
        "@type": "Occupation",
        "name": "Service Delivery & IT Operations Specialist | ITIL | Process Improvement | Stakeholder Engagement"
      },
      "homeLocation": {
        "@type": "Place",
        "name": "Bengaluru"
      },
      "alumniOf": [
        {
          "@type": "EducationalOrganization",
          "name": "GIET University Gunupur"
        }
      ],
      "knowsAbout": [
        "claude code",
        "gemini",
        "openai",
        "ChatGPT",
        "ChatGPT Images",
        "Microsoft Copilot"
      ],
      "sameAs": [
        "https://pruthivirajhansdah-eng.github.io/pruthiviraj-portfolio/"
      ],
      "mainEntityOfPage": {
        "@id": "https://tal.club/meet/pruthiviraj-hansdah#webpage"
      }
    },
    {
      "@type": "ProfilePage",
      "@id": "https://tal.club/meet/pruthiviraj-hansdah#webpage",
      "url": "https://tal.club/meet/pruthiviraj-hansdah",
      "name": "Pruthiviraj Hansdah on Tal",
      "description": "Meet Pruthiviraj Hansdah, Technical Process Specialist | IT Service Delivery & ITIL Operations | Stakeholder Management | Infosys BPM based in Bengaluru. AI stack includes claude code, gemini, and openai. Explore public work links including pruthivirajhansdah-eng.github.io.",
      "dateModified": "2026-10-10T19:12:40.790Z",
      "isPartOf": {
        "@id": "https://tal.club/#website"
      },
      "mainEntity": {
        "@id": "https://tal.club/meet/pruthiviraj-hansdah#person"
      },
      "primaryImageOfPage": {
        "@type": "ImageObject",
        "url": "https://tal.club/meet/pruthiviraj-hansdah/profile-photo.jpg",
        "contentUrl": "https://tal.club/meet/pruthiviraj-hansdah/profile-photo.jpg",
        "caption": "Pruthiviraj Hansdah profile photo on Tal"
      },
      "inLanguage": "en-IN"
    }
  ]
}
```