Achinta Das

Experienced IT professional with over 10 years of hands-on experience working with ServiceNow ticketing tool and IT service management operations. Skilled in incident management, request fulfillment, and operational support. Recently enhanced technical profile by undergoing training in Oracle Database Administration (DBA), aiming to transition into database-related roles while leveraging strong ITSM experience.

Key Skills

ServiceNow Ticketing Tool

Incident & Problem Management

SLA & KPI Monitoring

Queue Management & ticket assignment

Basic SQL & Database Concepts

DBA Training (Backup, Restore, Performance Basics)

MS Excel & Reporting

Team Collaboration & Communication

Role: IT Support / ServiceNow Analyst

- Managed incidents and service requests using ServiceNow tool.

- Ensured SLA compliance and timely resolution of tickets.

- Coordinated with L2/L3 teams for issue resolution and escalation.

Responsibilities:

- Handled high-volume ticket queues efficiently.

- Monitored system alerts and responded proactively.

Database Administration (DBA) Training

- Completed training covering:

- SQL Fundamentals

- Database Backup & Recovery

- Performance Tuning Basics

- User Management & Security

- Database Monitoring

Strengths

- Strong problem-solving ability

- Quick learner with adaptability

- Good communication and teamwork skills

- Ability to work under pressure

Responsibilities:

Handled L1.5 support activities for merged CIT/CMD Team.

Daily incident monitoring and acknowledgement activities and documentation.

Creating and publishing MSR/WSR report.

Supported shift operations and ensured smooth service delivery.