Charitha Katha
Hyderabad
Summary
Experienced IT Analyst with strength in incident management, IT service management, and ServiceNow ticket resolution. Known for prioritizing aging incidents, coordinating cross-team support, and streamlining resolutions through effective communication and root cause analysis.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Information Technology Analyst
TCS
Hyderabad
06.2015 - Current
- Coordinated incident resolution across TCS service teams and the application.
- Tracked aging incident tickets and updated priorities to facilitate timely resolutions.
- Logged, categorized, and monitored incident records in ServiceNow.
- Used knowledge base articles, troubleshooting guides, and reference materials to resolve incidents quickly.
- Assigned resources and tasks to support fast incident resolution.
- Trained team members on incident management best practices.
- Reviewed and posted knowledge articles to enhance support resources across channels.
- Monitored knowledge management system usage and reported on utilization and time savings from new tools or processes.
- Completed Zendesk Agent certification and how to incorporate Copilot in day today work.
Education
Bachelor of Science - Statistics
St, Joseph's Degree Collage
Kurnool03-2015
Skills
- Incident management
- IT service management
- Ticket prioritization
- Application support
- Knowledge management
- Root cause analysis
- Analytical thinking
- Effective communication
- Zendesk Agent
- ServiceNow incident management
Certification
- ITIL Foundation
- Incident Management and Major Incident Management
- Zendesk for Customer Service Agents
- Microsoft 365 with Copilot
Tools
- ServiceNow Ticketing Tool
- Cherwell
- Zendesk
- Copilot
Timeline
Information Technology Analyst
TCS
06.2015 - Current
Bachelor of Science - Statistics
St, Joseph's Degree Collage