Aadithya Vinayak
Pathanamthitta
Summary
Experienced IT professional with a strong foundation in PHP and SQL development, complemented by deep expertise in ServiceNow-driven incident management. Proven track record in handling Level 2 support, performing root cause analysis, and streamlining ITSM workflows to ensure rapid issue resolution and SLA compliance. Skilled in using ServiceNow for ticket lifecycle management, automated alerts, and cross-team coordination. Proficient with monitoring and debugging tools including Centreon, Jira, and Workbench. Recognized for clear communication, effective client interaction, and collaborative problem-solving in high-pressure environments.
Overview
4
4
years of professional experience
Work History
Systems Engineer
Infosys
Trivandrum
06.2021 - Current
- Developed and maintained web applications using PHP and SQL, optimizing backend performance and database queries.
- Provided Level 2 support for enterprise systems, resolving escalated issues and ensuring minimal downtime.
- Conducted detailed root cause analysis for recurring incidents, contributing to long-term stability and preventive measures.
- Managed incident workflows in ServiceNow, ensuring SLA compliance and accurate documentation of resolution steps.
- Monitored system health and performance using Centreon, proactively identifying and addressing anomalies.
- Used Jira for issue tracking, sprint planning, and collaboration with development and support teams.
- Leveraged Workbench for efficient database management, query execution, and schema optimization.
- Collaborated with cross-functional teams to resolve technical issues, improve service delivery, and enhance user satisfaction.
- Maintained clear and professional communication with clients, ensuring transparency and timely updates on issue resolution.
- Actively participated in team discussions, knowledge sharing, and continuous improvement initiatives.
Education
Bachelor of Computer Applications -
Amrita Vishwa Vidyapeetham
Master of Computer Applications -
Amrita Vishwa Vidyapeetham
Skills
Programming Languages: PHP, SQL
Support & ITSM: L2 Support, Root Cause Analysis, Incident Management, ServiceNow
Monitoring & Debugging Tools: Servicenow, Centreon, Jira, workbench
Soft Skills: Communication, Team Collaboration, Client Interaction
Languages
- English
- Malayalam
Languages
English
Proficient
C2
Malayalam
Proficient
C2
Timeline
Systems Engineer
Infosys
06.2021 - Current
Bachelor of Computer Applications -
Amrita Vishwa Vidyapeetham
Master of Computer Applications -
Amrita Vishwa Vidyapeetham