Manali Kule
Summary
- Versatile and results-driven IT professional with three years of experience at Tata Consultancy Services (TCS), specializing in IT Service Management (ITSM) and system administration within the Tools Team.
- Demonstrated expertise in Problem Management and Service Request Management under the ITIL framework, coupled with strong exposure to managing enterprise tools and infrastructure environments.
- Worked as a System Administrator, supporting internal toolsets, managing user provisioning, configuration, and environment stability. Familiar with administrative tasks in platforms such as ServiceNow, BMC Remedy, and other custom internal ITSM tools.
- Currently transitioning into frontend development, with hands-on experience in HTML, CSS, JavaScript, React, and Git. Brings a solid foundation in structured IT workflows, root cause analysis, and user-centric thinking, ready to bridge technical knowledge with high-impact UI development in client-facing roles.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Systems Engineer
Tata Consultancy Services (TCS)
Kolkata
08.2019 - 08.2022
- Company Overview
- Domain : BFSI (Cloud Infrastructure)
- Methodology: ITIL v3/v4 |Agile ITSM Environment
- Led Root Cause Analysis (RCA) for major incidents; minimized recurrence and improved system stability.
- Managed end-to-end lifecycle of Problem Records and ensured timely closure in coordination with cross-functional teams.
- Created Known Error Records and eliminated risks through permanent fixes and preventive actions.
- Fulfilled 500+ service requests annually (access, hardware, software) with 98-99% SLA compliance.
- Worked on testing of process functionalities during transition on ServiceNow platform.
- Reduced incident recurrence by 10% through early detection and RCA implementation.
- Received 'Client Appreciation' for consistent SLA performance and system stability.
Education
Bachelor of Technology (B.Tech) - Electronics and Telecommunication Engineering
Shri Guru Gobind Singhji Institute of Engineering And Technology
Nanded06-2019
Skills
- ServiceNow
- BMC Remedy
- User and access management
- Problem management
- Service request management
- Monitoring tools
- HTML5
- CSS3
- JavaScript (ES6)
- Reactjs
- Java
Certification
- ITIL v4 Foundation - Udemy
- Frontend Development Course - FreeCodeCamp
Technical Skills
ServiceNow, BMC Remedy, User & Access Management, Problem Management, Monitoring Tools, SLA Reporting, HTML5, CSS3, JavaScript (ES6+), React.js
Timeline
Systems Engineer
Tata Consultancy Services (TCS)
08.2019 - 08.2022
Bachelor of Technology (B.Tech) - Electronics and Telecommunication Engineering
Shri Guru Gobind Singhji Institute of Engineering And Technology
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