Headline

Incident Management SQL, PL/SQL, Oracle, AutoSys, ITIL, ManagementSQLPLSQLOracleAutoSysITILDeployment and Release Management, ServiceNow, Snow, Ticketing Tools

About

As an L1-L2 Support Analyst at State Street, I have gained extensive experience in ServiceNow and Incident Management, specialising in problem-solving and issue resolution. My role involves providing end-to-end support for production environments, ensuring smooth operations by leveraging Oracle and SQL to analyse and address technical challenges. Key responsibilities include: Efficiently managing and resolving user-raised incidents in ServiceNow, adhering to SLAs, and maintaining detailed activity logs. Collaborating with cross-functional teams to troubleshoot and resolve complex issues, ensuring minimal downtime and seamless user experiences. Utilising Oracle and SQL to identify root causes, implement corrective actions, and enhance system performance. Coordinating with L2-L3 teams to manage escalations, providing timely updates, and maintaining transparency with stakeholders. Performing routine health checks, managing access requests (NEW, DELETE, MODIFY), and supporting DEV5, UAT, and PROD environments to ensure system integrity. In this role, I have honed my analytical and technical skills, built strong client relationships, and contributed to process improvements. My proactive approach and commitment to excellence have consistently driven efficient incident resolution and value addition to business operations. I am passionate about continuous learning and have actively pursued certifications and upskilling opportunities to enhance my knowledge of SQL, automation testing, and other relevant technologies. My goal is to deliver exceptional service and drive operational excellence in every task I undertake.

Location

Amaravati

Work experience

Software Engineer at HCL Technologies, Jan 2021 - Present · 5 yrs 5 mos, Bengaluru, Karnataka, India

Education

intermediate, Communication, General, Sri Chaitanya College of Education

Master of Computer Applications - MCA, Computer Science, Sri Chaitanya College of Education