Bharath Kumar Kuruva

Wipro Technologies

Bengaluru

11.2021 - Current

Two years of professional experience working on the ServiceNow platform as an Incident Manager where I engaged in managing and resolving IT incidents and service requests.
Overseen Global Users and communicating with them on resolving the incidents.
Enthusiastic about delivering the ultimate customer experience. Show and address the root causes of recurring incidents.
Ability to manage Service Level Agreements (SLAs) resolving user issues remotely and prioritizing incidents based on their impact and urgency, ensuring critical issues are addressed promptly.
Worked with cross-functional teams to assign incidents to the right parties and coordinate their resolution, fostering effective communication.
Seamlessly integrated with other IT Service Management (ITSM) processes like Problem Management, Change Management, and Asset Management.
Focus on high-priority tickets p1/p2 and ability in configuring the ServiceNow platform to meet the specific needs of incident management, including form customization and workflow design.
Supplied training and KT sessions to support staff on using ServiceNow for incident management.
Maintaining ground report on the incidents on the daily basis and updating the reports with business in managing the escalations.
Actively engages other IT groups to drive and solve for service restoration as soon as possible to minimize business impact. Reduced incident resolution times, improved incident categorization accuracy, and enhanced incident response efficiency.

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