Harshavardhan Chava
Analyst
Kaligiri
Summary
Analyst at HCLTech with nearly 2+ years of experience. Skilled in incident management, service request handling, and 24/7 cloud operations support. Proven ability to maintain high availability, ensure SLA compliance, and minimize production impact through proactive monitoring, clear communication, and timely escalation.
Overview
2
2
years of professional experience
Work History
Analyst
HCL Tech
Bangalore , Karnataka
11.2022 - Current
- Communicate and coordinate with Line of Business (LOB) teams for issues
- Ensure smooth operational workflows and timely escalations.
- Serve as the first point of contact for requesters, providing immediate technical assistance via calls, emails, Teams chat, and ticketing tools.
- Manage Incidents, Service Requests, and Event Tickets, ensuring proper catch, qualification, and dispatch from the ServiceNow L1 SD queue.
- Response for Major Incidents quickly to minimize production impact, revenue loss, or redundancy issues.
- Communicate with requesters and stakeholders through email and Teams, providing timely updates, clarifications, and escalations based on urgency and business impact.
- Expedite tickets at risk of SLA breaches or affecting critical business operations, while redirecting or declining tickets with incomplete information or insufficient business justification.
- Perform 24/7 monitoring of network, server, backup, compute, and cloud applications to ensure uptime and reliability.
- Follow up on pending tickets to maintain SLA compliance and ensure smooth operations through accurate documentation and reporting.
- Collaborate with and guide team members to improve performance and streamline daily operations.
Education
Bachelor of Engineering (B.E) - Computer Science and Engineering (CSE)
Muthayammal Engineering College, Anna University
Chennai04.2022
Skills
ServiceNow
Incident Management
Network Monitoring
L1 Support
Cloud Infrastructure
Major Incident Management
Request Management
Service-Level Agreements (SLA)
Timeline
Analyst
HCL Tech
11.2022 - Current
Bachelor of Engineering (B.E) - Computer Science and Engineering (CSE)
Muthayammal Engineering College, Anna University