Keerthana M
Bangalore
Summary
Seeking a company that aligns with my field of interest and offers opportunities for learning and growth. Confident in exceptional organizational, project management, and leadership abilities. Results-driven IT professional with experience in Cloud Infrastructure Services, specializing in Incident, Problem, and Change Management. Proficient at proactively identifying and resolving issues, optimizing system performance, and driving continuous improvement to ensure seamless IT operations. Excited to contribute valuable expertise and analytical skills to a dynamic and innovative organization.
Overview
3
3
years of professional experience
Work History
Senior Analyst
Capgemini
12.2021 - 01.2025
- Gained in-depth understanding of Incident, Problem, and Change (IPC) management concepts through daily responsibilities.
- Developed a consistent incident reporting process for prompt and effective resolution
- Utilized tools such as EasyVista, ServiceNAV, ServiceNow (PalomiNOW), and Opcon to enhance ticket management and workflows, alongside ARS, HWS, SolarWinds, and AWS for efficient server management and performance maintenance
- Acquired core Service Management principles through ITIL 4 training
- Collaborated with the team to ensure a smooth go-live for the ‘PalomiNow’ tool by managing testing, gathering feedback, and designing streamlined reports
- Client-facing interactions provided insights into their needs, enhancing my ability to address them effectively as an Incident Manager
- Fostered strong relationships within the team through effective communication, ensuring smooth updates on major and minor issues
- Gained hands-on experience in progress reporting through daily, weekly, and monthly updates to improve visibility and tracking
- Led end-to-end Major Incident Management (MIM) to ensure rapid resolution of high-impact issues and minimized business disruption
- Acted as a single point of contact (SPOC) for critical incidents, engaging technical teams and leadership
- Led Problem Management to identify, analyze, and eliminate the root causes of recurring incidents
Project Coordinator Intern
Ushur Technologies Pvt Ltd
09.2021 - 12.2021
- Internship duration: 3 months
Education
Bachelor of Electronics And Instrumentation -
BMS College of Engineering
Bangalore, Karnataka08.2021
Skills
- Microsoft Office Proficiency
- Basic C
- EasyVista
- ServiceNow Platform Expertise
- Opcon
- ServiceNav
- Solarwind
- ARS
- HWS
- ITSM (ITIL framework)
- Deadline oriented
- Communication skills
- Project Management
Languages
English
Kannada
Hindi
Personal Information
- Date of Birth: 11/08/99
- Gender: Female
- Nationality: Indian
- Marital Status: Single
Singing | Badminton |Music Enthusiast | Sports & Fitness
Passionate about music with experience in Classical Carnatic music and stage presence. Active player with a keen interest in competitive and recreational games.
Timeline
Senior Analyst
Capgemini
12.2021 - 01.2025
Project Coordinator Intern
Ushur Technologies Pvt Ltd
09.2021 - 12.2021
Bachelor of Electronics And Instrumentation -
BMS College of Engineering
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