Amit sen verma

3+ years of work experience

Sep 20232 yrs 10 mosPresent

Pune District, Maharashtra, India

20233 yrs 6 mosPresent

● Provide Level 2 application support for business-critical applications by analysing, troubleshooting, and resolving incidents raised by end users within defined SLAs. ● Manage and prioritize Incidents, Service Requests, Problem Tickets, and Change Requests (CRs) in line with ITIL processes. ● Perform root cause analysis (RCA) for recurring or critical issues and implement permanent fixes or preventive measures. ● Collaborate with development teams, infrastructure teams, and business users to ensure timely issue resolution and minimal business impact. ● Coordinate Change Requests (CRs) including impact analysis, deployment support, and post-change validation. ● Handle Problem Management activities — identify, document, and track known errors to reduce future incidents. ● Prepare and maintain daily/weekly/monthly reports on application health, incident trends, and user activity for management review. ● Monitor application performance and user access logs to identify potential issues and provide proactive solutions. ● Achieved ~99% SLA compliance across incidents and service requests. ● Participate in major incident calls and contribute to post-incident reviews to ensure continuous improvement. ● Reduced recurring incidents by ~20% through effective RCA and problem management. ● Ensure adherence to ITIL best practices, internal policies, and compliance requirements. ● Contribute to process improvement initiatives, automation ideas, and optimization of recurring manual tasks. ● Maintain knowledge base articles, SOPs, and known error documentation to improve operational efficiency.