Divya Ravi
Chennai
Summary
Dynamic ITSM Service Level Lead at Tata Consultancy Services with a proven track record in incident management and problem resolution. Enhanced service reliability by 25% through effective root cause analysis and ITIL best practices. Strong communicator and leader, adept at fostering teamwork and achieving customer satisfaction in high-pressure environments.
Overview
15
15
years of professional experience
Work History
ITSM Service Level Lead
Tata Consultancy Services
Chennai
07.2022 - 09.2025
- Managed and coordinated over 500 outage incidents, restoring services within SLA timelines.
- Assessed incident impact to classify severity levels SEV 1, SEV 2, and SEV 3.
- Achieved customer-agreed KPIs in alignment with established SLAs and OLAs.
- Governed technical and management communications with customers and vendors during incident resolution.
- Authored comprehensive post-incident reports for review by technical teams and customers.
- Conducted post-incident reviews to identify root causes, improving service reliability by 25%.
- Implemented ITIL best practices for problem management, reducing recurring incidents by 20%.
- Prepared and presented SLA and KPI reports to senior management.
Tech Lead
Cognizant Technology Solutions
Chennai
02.2011 - 06.2022
- Responsible for gathering troubleshooting issues and summarizing them into a weekly report for management.
- Have taken the responsibility of raising change requests and bulk upload of data in the production environment.
- Prioritizes requests in accordance with agreed service level agreement.
- User Problem Management: User interactions through phone/mail to get more details for a fault.
- In accordance with agreed procedures; monitors application systems. As a part of this, it carries out regular monitoring of the application's servers for proactive maintenance.
- Provide support out of office hours, during weekends and during major release work to development and customers to help them resolve issues faced.
- Tracked, logged and responded to support tickets. Performed user account maintenance, managed incidents.
- Ensures all work is carried out and documented in accordance with required standards, methods and procedures.
- Shared knowledge with new recruits.
- Responsible for the effective implementation of the process Incident management and carries out the respective reporting procedure.
- Represent the first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.
- Undertaking research for the root-causes of Incidents and thus ensures the enduring elimination of interruptions.
- If possible, make temporary solutions (Workarounds) available to Incident Management.
- Developing final solutions for Known Errors.
- Coordinating Incident Bridge calls for quick and prompt resolutions.
- Coordinate and facilitates problem resolution by engaging a variety of support teams.
- Escalating issues for resolution, to avoid reoccurrence or close problems.
- Facilitate communication with clients, team members, suppliers, etc. to ensure the actions and changes which may affect them are known.
Education
B.E - Electrical and electronics Engineering
Sudharsan Engineering College
Pudukkottai01.2010
XII - State Board (HSC)
Vairams Matriculation Hr. Sec. School
Pudukottai01.2006
X - State Board (HSC)
Vairams Matriculation Hr. Sec. School
Pudukottai01.2004
Skills
- ITIL and incident management tools
- Problem-solving and change management
- Root cause analysis techniques
- Service level agreements expertise
- Leadership capabilities
- Effective communication and teamwork
Personal Information
- Date of Birth: 06/02/89
- Marital Status: Married
Timeline
ITSM Service Level Lead
Tata Consultancy Services
07.2022 - 09.2025
Tech Lead
Cognizant Technology Solutions
02.2011 - 06.2022
B.E - Electrical and electronics Engineering
Sudharsan Engineering College
XII - State Board (HSC)
Vairams Matriculation Hr. Sec. School
X - State Board (HSC)
Vairams Matriculation Hr. Sec. School