Keerthika Devi S
Technical Lead
Bengaluru
Summary
ITSM and Application Support professional with 4+ years of experience in Incident Management, Change Management, Problem Management, Service Delivery, and 24/7 production support within ITIL-based environments. Skilled in ServiceNow, incident reporting, RCA documentation, SLA management, governance support, audit readiness, compliance tracking, and cross-functional stakeholder coordination. Experienced in preparing operational reports, maintaining process documentation, and ensuring adherence to ITSM best practices. Strong organizational, analytical, and communication skills with a proven ability to support business-critical operations and drive continuous process improvement.
Overview
4
4
years of professional experience
Work History
Technical Lead
Cognizant Technologies Solutions
Bangaluru
05.2022 - Current
Lead incident management, problem management, and change management processes, adhering to ITIL best practices to ensure seamless service delivery and issue resolution.
- Coordinated with development, infrastructure, and DevOps teams to resolve critical production issues within SLA.
- Handled L1/L2 incidents, performed impact analysis, and followed ITIL processes for incident, problem, and change management.
- Created documentation and knowledge base articles, enabling self-service options, and improving user support.
- Mentored junior developers, strengthening technical skills, and promoting collaboration within the team.
- Created comprehensive documentation and knowledge base articles to empower self-service options for users.
- Led incident management, problem management, and change management processes, adhering to ITIL best practices to ensure seamless service delivery and issue resolution.
- Conducted internal ticket audits to ensure compliance and quality, streamlining processes through automation.
Education
Bachelor of Science - Computer Science And Engineering
Coimbatore Institue of Engineering And Technology
Coimbatore 04.2001 -
Skills
- Incident management (L1/L2)
- ITIL framework
- Monitoring and alert handling
- SLA management
- RCA and documentation
- Performance optimization
- Teamwork
- Reliability
- Change management
- Shift and Operations Management
- Productivity monitoring
- Team leadership
Timeline
Technical Lead
Cognizant Technologies Solutions
05.2022 - Current
Bachelor of Science - Computer Science And Engineering
Coimbatore Institue of Engineering And Technology
04.2001 -
Tools
- Ticketing Tools (ServiceNow)
- AppDynamics
- Checkmk
- Run My Job (scheduler)
- SAP (FF – Firefighter)