Bhagyalakshmi B
Chennai
Summary
Dedicated IT Service Management Professional with 5 years of experience in optimizing IT operations, incident management, and process improvement. Proven track record of enhancing customer service and driving operational efficiency through ServiceNow ITSM. Strong analytical skills in performance monitoring, automation, and trend analysis, ensuring continuous service improvement. Expertise in leading initiatives that drive measurable business excellence, streamline workflows, and improve overall IT service delivery
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
System Engineer
TATA CONSULTANCY SERVICES
01.2023 - Current
- Provided crucial support to customers and colleagues in U.S.-based contact centers, resolving queries and enhancing operational efficiency
- Managed incidents, change requests, and problem tickets using ServiceNow (SNOW), ensuring timely resolution
- Identified manual or ineffective processes and proposed automation to enhance efficiency
- Conducted daily review calls with Infrastructure & Application teams for incident resolution
- Prepared and presented weekly, monthly, and yearly reports to clients
- Provided the BICM (Bit-Interleaved Coded Modulation) report monthly to the TCS Delivery Manager
- Created PMR (Project Management Review) reports quarterly
- Led the CSS (Customer Survey System) biannual report, analyzing customer feedback to improve service delivery
- Coordinated Change Advisory Board (CAB) calls and maintained relationships with vendors/suppliers to ensure smooth operations
L2 Engineer (IT Support & Operations)
HATHWAY DATACOM & PVT LTD [Contract]
- Company Overview: [Contract]
- Assisted customers in troubleshooting networking, modem, router, and telephony issues, ensuring resolution within TAT & SLA
- Analyzed performance data and identified recurring issues to improve customer support efficiency
- Logged customer queries, maintained records, and provided insights into operational trends
- Coordinated with Mookstr (U.S
- On-site team) for Walmart product support, ensuring timely data delivery to 100+ clients (Coke, Pepsi, Apex, etc.)
- Worked extensively with Incident, Change, and Problem Management processes in ServiceNow
- [Contract]
Associate Web Engineer
MINDTREE PVT Ltd [Contract]
- Company Overview: [Contract]
- Provided technical and application support for Deutsche Bank's Secure Desktop on Demand (sDoD)
- Conducted trend analysis on application access issues and suggested enhancements
- Worked closely with clients to profile applications, perform quality checks, and ensure secure provisioning
- [Contract]
Education
Master of Computer Applications (MCA) - Computer Application
Anna University
06.2014
Bachelor’s Degree - Computer Science
University of Madras
04.2011
Skills
- ServiceNow ITSM (Incident, Problem & Change Management)
- Customer Service & Contact Center Operations
- Performance Data Analysis & Reporting
- Microsoft Office Suite (Excel, PowerPoint, Word)
- Process Automation & Efficiency Improvement
- Stakeholder & Vendor Coordination
- Team Collaboration & Knowledge Sharing
Certification
- ITIL V4 Foundation Certified, PeopleCert
- Selenium WebDriver (Software Testing Course), Chennai Training Institute (Test Leaf)
Additional Information
Comfortable working in UK shifts., Strong ability to convey technical information in a simple and understandable manner., Passionate about enhancing customer experience and driving operational efficiency.
Languages
English
Awards
- TQM Appreciation, Received TQM Appreciation at TCS for reducing P1 incidents & emergency changes.
- Shining Star Performance Recognition, Awarded the 'Shining Star' Performance Recognition at Mindtree Pvt LTD.
- Highest Productivity Award, Achieved the Highest Productivity Award at Hathway Datacom.
Timeline
System Engineer
TATA CONSULTANCY SERVICES
01.2023 - Current
Bachelor’s Degree - Computer Science
University of Madras
Master of Computer Applications (MCA) - Computer Application
Anna University
L2 Engineer (IT Support & Operations)
HATHWAY DATACOM & PVT LTD [Contract]
Associate Web Engineer
MINDTREE PVT Ltd [Contract]
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