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Rajan Mishra

Technical Support Specialist @ Accenture | Application Troubleshooting, Incident Management

Delhi

4+ years of work experience

Accenture in India
Jul 20232 yrs 9 mosMar 2026

Gurugram, Haryana, India

As an App/Cloud Support Analyst for a Hilton project the role is a blend of technical troubleshooting, cloud infrastructure maintenance, and hospitality-specific software support. ## Core Responsibilities The role generally breaks down into four key areas: Application Troubleshooting: You’ll be the first line of defense for Hilton’s proprietary systems (like OnQ, PEP, or central reservation systems). diagnosing performance lags, login issues, and data processing errors. Cloud Infrastructure Monitoring: Monitoring the health of cloud services (typically AWS or Azure). This includes checking server availability, managing cloud storage, and ensuring automated backups are running. Incident Management: Managing "tickets" via tools like ServiceNow or Jira. You’ll need to categorize issues, escalate them to developers if they’re high-level bugs, and ensure they are resolved within a specific timeframe (SLA). Environment Maintenance: Deploying software patches, updating security certificates, and maintaining the "environments" (Dev, Test, and Production) where Hilton’s applications run.
Marriott International
Dec 20211 yr 7 mosJun 2023

Gurugram, Haryana, India

A Loyalty Care Associate at Marriott International is primarily responsible for managing the experience of Marriott Bonvoy members. Think of them as the "brand ambassadors" who ensure that the company's most frequent travelers feel recognized, valued, and supported throughout their journey. Key Responsibilities 1. Member Engagement & Recognition Elite Member Recognition: Identify and acknowledge Elite members (Silver, Gold, Platinum, Titanium, and Ambassador) during their stay or via phone/email. Personalization: Review guest profiles to anticipate needs, such as room preferences, special occasions, or specific amenities. Stay Cycle Support: Manage the "Elite journey," which includes pre-arrival outreach, arrival greetings, and post-stay follow-ups to gather feedback. 2. Account & Program Management Marriott Bonvoy Support: Answer questions regarding program terms, conditions, and benefits. Account Maintenance: Update customer records, enroll new members, issue reward certificates, and add missing stay credits. Redemption: Assist guests in redeeming points for free nights, upgrades, or other Marriott Bonvoy experiences. 3. Problem Resolution (Guest Care) Issue Recovery: Handle guest complaints or concerns with "empowerment"—the authority to resolve issues on the spot (e.g., granting bonus points or room upgrades). Case Management: Track guest inquiries and ensure all outstanding issues are resolved within professional turnaround guidelines. Departmental Liaison: Coordinate with Front Desk, Housekeeping, and Sales to ensure member benefits (like late checkout or lounge access) are delivered seamlessly. 4. Revenue & Documentation Upselling: Use sales techniques to maximize revenue while maintaining loyalty. Administrative Tasks: Maintain filing systems, process billing adjustments, and monitor daily arrivals/occupancy reports.

Education

Great Lakes Institute of Management

Postgraduate Degree, cloud computing

Great Lakes Institute of Management

20241 yr2025
Delhi University

Bachelor of Arts - BA, Political Science and Government

Delhi University

20165 yrs2021

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Headline

Technical Support Specialist @ Accenture | Application Troubleshooting, Incident Management

About

As a Technical Support Specialist at Accenture, I contributed to application troubleshooting, cloud infrastructure monitoring, and incident management for Hilton's proprietary systems. This role emphasized collaboration and problem-solving to ensure smooth operations within hospitality-specific software. My educational journey, including a Bachelor of Arts in Political Science from Delhi University and ongoing postgraduate studies in cloud computing at Great Lakes Institute of Management, complements my technical expertise. I am driven to bridge technical solutions with exceptional client service, aligning technology with business needs.

Location

Delhi

Work experience

Technical Support Specialist at Accenture in India, Jul 2023 - Mar 2026 · 2 yrs 9 mos, Gurugram, Haryana, India, As an App/Cloud Support Analyst for a Hilton project the role is a blend of technical troubleshooting, cloud infrastructure maintenance, and hospitality-specific software support. ## Core Responsibilities The role generally breaks down into four key areas: Application Troubleshooting: You’ll be the first line of defense for Hilton’s proprietary systems (like OnQ, PEP, or central reservation systems). diagnosing performance lags, login issues, and data processing errors. Cloud Infrastructure Monitoring: Monitoring the health of cloud services (typically AWS or Azure). This includes checking server availability, managing cloud storage, and ensuring automated backups are running. Incident Management: Managing "tickets" via tools like ServiceNow or Jira. You’ll need to categorize issues, escalate them to developers if they’re high-level bugs, and ensure they are resolved within a specific timeframe (SLA). Environment Maintenance: Deploying software patches, updating security certificates, and maintaining the "environments" (Dev, Test, and Production) where Hilton’s applications run.

Sales And Service Associate at Marriott International, Dec 2021 - Jun 2023 · 1 yr 7 mos, Gurugram, Haryana, India, A Loyalty Care Associate at Marriott International is primarily responsible for managing the experience of Marriott Bonvoy members. Think of them as the "brand ambassadors" who ensure that the company's most frequent travelers feel recognized, valued, and supported throughout their journey. Key Responsibilities 1. Member Engagement & Recognition Elite Member Recognition: Identify and acknowledge Elite members (Silver, Gold, Platinum, Titanium, and Ambassador) during their stay or via phone/email. Personalization: Review guest profiles to anticipate needs, such as room preferences, special occasions, or specific amenities. Stay Cycle Support: Manage the "Elite journey," which includes pre-arrival outreach, arrival greetings, and post-stay follow-ups to gather feedback. 2. Account & Program Management Marriott Bonvoy Support: Answer questions regarding program terms, conditions, and benefits. Account Maintenance: Update customer records, enroll new members, issue reward certificates, and add missing stay credits. Redemption: Assist guests in redeeming points for free nights, upgrades, or other Marriott Bonvoy experiences. 3. Problem Resolution (Guest Care) Issue Recovery: Handle guest complaints or concerns with "empowerment"—the authority to resolve issues on the spot (e.g., granting bonus points or room upgrades). Case Management: Track guest inquiries and ensure all outstanding issues are resolved within professional turnaround guidelines. Departmental Liaison: Coordinate with Front Desk, Housekeeping, and Sales to ensure member benefits (like late checkout or lounge access) are delivered seamlessly. 4. Revenue & Documentation Upselling: Use sales techniques to maximize revenue while maintaining loyalty. Administrative Tasks: Maintain filing systems, process billing adjustments, and monitor daily arrivals/occupancy reports.

Education

Postgraduate Degree, cloud computing, Great Lakes Institute of Management

Bachelor of Arts - BA, Political Science and Government, Delhi University