Harshavardhan Chava

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.

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