Prateek Tiwari

IT Service Delivery & Operations leader with 14+ years managing global IT service desks and operations teams across APAC, China, US, and Europe. Skilled in team leadership, incident/escalation management, SLA governance, and ITIL-aligned service delivery, managing teams of 65+ analysts across 18,000+ endpoints. Recognized for sustaining 99%+ SLA adherence, reducing P1 resolution time by 20%, and improving CSAT by 15%.

Senior Infrastructure Engineer — Service Delivery Management - Mphasis Limited - Pune

(2019-12 - 2026-08)

Supported a global user base across APAC, China, US, and Europe via voice and chat channels, resolving incidents and managing escalations across time zones.

• Served as primary escalation point for P1/P2 incidents, maintaining 99%+ SLA adherence for 7+ years across a 65+ member global service desk.
• Raised CSAT by 15% through structured handover practices, reducing transition errors across shifts.
• Supported zero-downtime Windows 11 migration across 4,000+ endpoints, managing vendors and maintaining continuity under Change Management controls.
• Directed CMDB governance and endpoint lifecycle management for an 18,000+ endpoint estate (on-prem, Citrix, AWS WorkSpaces/AppStream), supporting compliance and audit readiness.
• Managed endpoint onboarding and lifecycle planning in partnership with EUC and procurement teams.
• Oversaw Microsoft 365 (Exchange Online, Teams, SharePoint) and Active Directory (800+ accounts), maintaining SLA compliance across support tiers.
• Partnered with senior business and technology stakeholders to align operational priorities with organizational goals.

Team Lead — IT Service Desk (Fixed-Term Contract) - Saint-Gobain / Verallia - Pune

(2019-01 - 2019-06)

• Led a service desk team across a 3-site manufacturing organization (~800 users), managing Incident and Problem Management and reducing P1 resolution time by ~20% over the contract period.
• Acted as single point of contact for site leadership and vendors, ensuring SLA compliance and consistent service delivery across all three locations.

Associate Infrastructure Engineer - Mphasis Limited - Pune

(2010-07 - 2017-10)

• Led a hardware refresh across 200+ endpoints with full CMDB accuracy and owned Incident Management workflows to ITIL standards, resolving ~90% of software issues on first contact.
• Conducted RCA on recurring infrastructure failures and mentored junior engineers in ITIL practices, driving measurable, sustained reduction in repeat incidents — an early step into team leadership.

Bachelor of Engineering - Information Technology - Pt. Ravishankar Shukla University (2008)