Headline

Technology Analyst | Application Support | ServiceNow ITSM | SQL | Production Support

About

I am a Technology Analyst with 4+ years of experience in application and production support, specializing in incident management, service request handling, and system monitoring. In my current role, I work extensively with ServiceNow for managing incidents, service requests, and change requests while ensuring SLA compliance. I have hands-on experience with monitoring tools like Grafana and AppDynamics, and I use SQL for troubleshooting and data validation. I have experience handling high-priority P1 and P2 incidents, performing root cause analysis (RCA), and implementing solutions to reduce recurring issues and improve system stability. I also collaborate with cross-functional teams, support global users, and contribute to knowledge transfer sessions to enhance team productivity. I am currently looking for opportunities to further grow in application support and ServiceNow-related roles.

Location

Puducherry

Work experience

Technology Analyst at Infosys, Nov 2024 - Present · 1 yr 8 mos, Chengalpattu, Technology Analyst with 5+ years of experience in application & production support within IT services, specializing in ITIL-based service delivery. • Managing end-to-end Incident, Problem, Change, and Service Request processes using ServiceNow in alignment with ITIL framework and SLA targets. • Leading resolution of high-priority P1/P2 incidents by coordinating cross-functional teams and ensuring minimal business impact. • Monitoring applications using Grafana and AppDynamics to identify and resolve issues proactively. • Performing root cause analysis (RCA) to reduce recurring issues. • Continuously improving support processes and reducing incident recurrence through proactive monitoring and problem management. • Using SQL for troubleshooting and data validation. • Acting as a point of contact during critical incidents, driving communication and resolution across teams. • Supporting global users across time zones while maintaining SLA adherence and service quality. • Played a key role in strengthening support processes by standardizing workflows, improving SLA compliance, and aligning operations with ITSM principles.

Senior System Engineer at Infosys, Sep 2022 - Oct 2024 · 2 yrs 2 mos

System Engineer at Infosys, Mar 2021 - Sep 2022 · 1 yr 7 mos

Education

B.tech, Information Technology, Rajiv Gandhi College of Engineering and Technology