GANESH UDATHALA
Software Engineer
Hyderabad,Telangana
Summary
Experienced IT Analyst with 2.6 Years of L2 support Experience
Leveraging expertise in Change Management, Service Request Fulfillment, and Incident Management within a ServiceNow environment. Adept at fostering strong client relationships through exceptional support and seamless coordination with cross-functional teams. Proven ability to drive continuous process improvements, meet SLAs, and resolve high-priority escalations promptly and expert at trouble shooting application issues. Technically proficient with Python,Oracle SQL and skilled in Creative Problem-solving.
Overview
3
3
years of professional experience
Work History
Technical Support Lead (IT Analyst L2)
Tata Consultancy Services - India
Hyderabad
10.2021 - 04.2024
- Change Management: Managed change processes by collaborating with global stakeholders, implementing code changes, and maintaining compliance with documented procedures.
- Incident Management: Handled incidents and service requests, ensuring prompt resolution and SLA adherence. Reduced Mean Time to Resolve (MTR) to less than 24 hours.
- ServiceNow CMDB: Developed and maintained the CMDB, ensuring accurate tracking of IT assets and configurations.
- Cross-functional Collaboration: Worked with clients and cross-functional teams to gather requirements, implement solutions, and provide training.
- Security and Access Management: Managed user role assignments through IAM tools and ensured security practices were followed.
- Disaster Recovery: Conducted backup and recovery testing for applications and databases, developed comprehensive disaster recovery strategies.
- Documentation: Prepared and updated procedural documentation, ensuring it remained current and accurate.
- Metrics Analysis: Gathered and analyzed metrics to drive continuous process improvements.
- Client Engagement: Provided exceptional client service, troubleshooting application issues and handling escalations promptly.
Education
Bachelor's Degree - Mechanical Engineering
Osmania University
Hyderabad, TG07-2021
Board of Intermediate Education - Maths Physics Chemistry
Chaitanya Junior College
Hyderabad, TG05-2017
Board of Secondary Education -
Little Scholars High School
Amangal, TG05-2015
Skills
- Change Management: Experienced in opening, updating, providing status, and closing tickets
- Incident Management: Expertise in handling incidents and service requests, ensuring SLA compliance
- ServiceNow: Proficient in CMDB management, root cause analysis, and problem management
- Technical Skills: Python, Oracle SQL, Python Web Development (Django), Object-Oriented Programming
- Cloud: Azure Fundamentals
- Soft Skills: Exceptional communication, interpersonal, organizational, and planning skills Strong client relationship management and analytical abilities
- Tools: Jira, Identity Access Management (PRIMA), Master Data Management, Computer System Validation
Accomplishments
- Implemented IAM (Identity Access Management) in PRIMA (Privileges and Access Management) to enforce a role-based access system for various resources within the organization, thereby adhering to security practices.
- Streamlined incident resolution processes, met SLA's leading to a reduction in response times.
Awards
Honored with the "Client Appreciation" award for exceptional client service and relationship management.
Timeline
Technical Support Lead (IT Analyst L2)
Tata Consultancy Services - India
10.2021 - 04.2024
Bachelor's Degree - Mechanical Engineering
Osmania University
Board of Intermediate Education - Maths Physics Chemistry
Chaitanya Junior College
Board of Secondary Education -
Little Scholars High School
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