Summary
Overview
Work History
Education
Skills
Languages
Certification
Accomplishments
Timeline
Generic

BABITA KUMARI

Summary

Results-driven IT professional with 7+ years of experience specializing in Application Support, ServiceNow CMDB management, and IT Operations. Skilled in driving system reliability through SLI/SLO frameworks, proactive monitoring with Grafana, Prometheus, and Kibana, and delivering ITIL-aligned incident, problem, and change management. Adept at enhancing service delivery, optimizing asset management strategies, and collaborating across crossfunctional Agile teams to ensure high availability, performance, and business continuity.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Engineer IT

Marquardt India Pvt. Ltd.
10.2019 - Current
  • Act as the key point of contact for production application support, ensuring minimal downtime, adherence to SLAs, and proactive incident management.
  • Provide L1 and L2 support, diagnose and resolve application issues related to configuration, functionality, and system integrations, collaborating with L3 teams and external vendors as needed.
  • Oversee the implementation, configuration, and maintenance of the ServiceNow Configuration Management Database (CMDB), ensuring integrity, accuracy, and lifecycle management of all Configuration Items (CIs).
  • Define and implement Service Level Indicators (SLIs) and Service Level Objectives (SLOs) to measure and ensure system reliability, including latency, availability, and error rates.
  • Create monitoring dashboards and alerting mechanisms using Grafana and Prometheus to track SLI metrics against SLO thresholds and ensure high system availability.
  • Manage escalated incident and problem tickets, coordinating resolutions with business and technical teams, while driving continuous improvement in ITIL-based Incident, Problem, and Change Management processes.
  • Develop and maintain Knowledge Base articles, user guides, and Atlassian Confluence documentation to streamline support and reduce recurring issues.
  • Deliver end-user training on key enterprise applications, improving adoption and reducing the volume of support requests.
  • Monitor and enhance application performance, ensuring early detection and resolution of potential issues to safeguard business operations.
  • Design and implement observability solutions via Grafana, Prometheus, Kibana, and integrate CMDB data across IT management platforms.
  • Support Agile/Scrum ceremonies using JIRA to track incidents, manage project tasks, and ensure timely delivery of solutions.
  • Lead initiatives in Software Asset Management, resulting in a 27% reduction in licensing costs through improved strategies and vendor management.
  • Familiar with CI/CD concepts and version control using GitLab, supporting application lifecycle improvements and deployment efficiencies.
  • Work closely with cross-functional teams to map service dependencies, define CI relationships, and improve CMDB-driven service management workflows.

Senior Research Analyst

Grand View Research
09.2018 - 10.2019

Research Analyst

iResearch Services
07.2017 - 09.2018

Education

BACHELOR OF ENGINEERING - Electronics & Telecommunication

D.Y.Patil college
Pune
01.2017

Skills

  • Grafana and Dynatrace
  • Prometheus monitoring
  • PowerShell scripting
  • CI/CD pipeline management
  • Jenkins automation
  • Docker containerization
  • Kubernetes orchestration
  • JIRA project management
  • Confluence documentation
  • ITIL framework
  • IT Service management
  • ServiceNow administration and development

Languages

  • English
  • German
  • Hindi
  • Marathi

Certification

ITIL V4

AWS & DevOps Training (self-learning)

JIRA and Confluence Fundamentals

ServiceNow Administration

CCNA (Routing & Switching)

Agile Project management

Accomplishments

    •Reduced incident resolution time by 15% through optimized troubleshooting and proactive monitoring.

    •Reduced system downtime by 40% through proactive monitoring and alerting system.

    •Optimized license usage through proactive monitoring, saving the company approximately €67,000 in unnecessary renewals.

    •Created detailed user guides and Know-Hows for users in Confluence, enhancing self-service capabilities and reducing dependency on support analyst.

    •Recognized for excellent cross-team collaboration and problem-solving, contributing to improved system availability and reduced downtime.

Timeline

Senior Engineer IT

Marquardt India Pvt. Ltd.
10.2019 - Current

Senior Research Analyst

Grand View Research
09.2018 - 10.2019

Research Analyst

iResearch Services
07.2017 - 09.2018

BACHELOR OF ENGINEERING - Electronics & Telecommunication

D.Y.Patil college

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