NINIYA SIVAKUMAR
Bangalore
Summary
Motivated and detail-oriented IT professional seeking an Incident Management role. Eager to apply strong analytical, communication, and troubleshooting skills to efficiently manage and resolve incidents, minimize downtime, and ensure seamless IT operations. Committed to continuous learning and process improvement to enhance service delivery and support organizational goals.
Overview
7
7
years of professional experience
Work History
Infrastructure system engineer
Conduent
01.2024 - Current
- Provided 24/7 support for the EPPIC24 system, a platform managing electronic payments for government assistance programs across 23 US states.
- Monitored system health using Splunk and managed incident alerts via Outlook and ServiceNow.
- Created and assigned incident and service request tickets using JTrac and SNOW tools.
- Monitored and managed IT incidents, ensuring timely response and resolution within SLA.
- Coordinated with cross-functional teams to restore critical services and minimize business impact.
- Facilitated daily incident review calls and escalations to stakeholders and management.
- Performed root cause analysis and documented incident reports for continuous improvement.
- Maintained incident records in ITSM tools (ServiceNow/JIRA/Remedy) with accurate updates.
- Ensured adherence to ITIL best practices for incident management and service restoration.
- Communicated incident status, progress, and resolution to business users and leadership.
- Facilitated file transfers and movements using tools like GoAnywhere, WinSCP, and SLFT.
- Conducted first-level diagnostics for system issues and coordinated with onshore/offshore teams.
- Supported child support payment systems including ExpertPay and KIDSTAR, ensuring timely and secure transactions.
- Performed regular smoke tests post-releases to ensure server and transaction integrity.
- Managed escalations, bridge calls, Production releases and Deployments and communication with stakeholders including TPP, CE, and OM teams.
- Monitor and respond to incoming tickets through the service desk (e.g., ServiceNow, Jira).
- Provide first-level technical support for end-user issues related to hardware, software, network, and applications.
- Log, categorize, and prioritize incidents and service requests based on severity and impact.
- Troubleshoot and resolve common IT issues via remote tools, phone, or email.
- Escalate unresolved or complex issues to L2/L3 support teams following defined SLAs.
- Track and update ticket status regularly to ensure timely resolution and communication.
- Assist with user account management (password resets, access requests, etc.).
- Perform routine checks on systems and report abnormalities.
- Maintain documentation of recurring issues and resolutions for knowledge base.
Incident management
Tata Consultancy Service
01.2021 - 01.2024
- Managed end-to-end incident lifecycle, including identification, prioritization, investigation, resolution, and post-incident analysis.
- Developed and implemented incident management policies, procedures, and best practices to ensure timely and effective responses to incidents.
- Coordinated cross-functional teams during major incidents, ensuring clear communication, task assignment, and resolution progress tracking.
- Conducted root cause analysis for incidents to identify underlying issues and implement preventive measures.
- Regularly reviewed and updated incident management documentation, including runbooks and escalation procedures.
- Collaborated with stakeholders to establish service level agreements (SLAs) and key performance indicators (KPIs) for incident response.
- Provided incident management training and guidance to team members and other relevant staff.
- Daily Job Monitoring - Application Jobs, Database, Jobs, Reporting database jobs.
- Working on Bugs - JIRA, Service now, Silva and providing the RCA.
- Status Meeting with SMEs - Weekly/Biweekly update status meeting with cnts.
- Maintenance - Preparing SOP, preventive measures to reduce recurring issues.
IT Support Specialist System Engineer
01.2019 - 01.2021
- Provided tier 2 support for [XLAPS AXAXL global Insurance application under BFSI domain] ensuring the timely resolution of incidents and minimizing downtime.
- Conducted root cause analysis for recurring issues and implemented preventive measures to mitigate future occurrences.
- Utilized monitoring tools such as [service now, autosys, SILVA, Active Directory] to proactively identify potential issues and perform proactive maintenance tasks.
- Participated in on-call rotations to provide 24/7 support coverage and respond to critical incidents outside of regular business hours.
- Collaborated with development teams to implement bug fixes, patches, and enhancements to improve system reliability and performance.
- Led a team of [2] application support engineers, providing guidance and mentorship to ensure the successful resolution of production issues and adherence to SLAs.
- Implemented best practices for incident management and escalation procedures, resulting in a 20% reduction in mean time to resolution (MTTR).
- Collaborated with cross-functional teams, including development, QA, and infrastructure, to prioritize and address critical production issues.
- Conducted regular performance evaluations and provided ongoing training to enhance team skills and capabilities.
- Developed and maintained comprehensive documentation for support processes, system configurations, and troubleshooting procedures.
Education
Bachelor of Technology - Information Technology
Bannari Amman Institute of Technology
01.2019
Skills
- Incident Management
- Root cause Analysis
- ITIL Framework
- Stakeholder Communication
- Team Leadership
- SLFT File transfer
- Incident Resolution
- SQRSQL Procesing
- Graphana
- SLA Adherence
- Service now
- DOU creation
- Splunk Monitoring
- Critical thinking
- Monitoring and Alerting Tools(Autosys)
- Active Directory
Timeline
Infrastructure system engineer
Conduent
01.2024 - Current
Incident management
Tata Consultancy Service
01.2021 - 01.2024
IT Support Specialist System Engineer
01.2019 - 01.2021
Bachelor of Technology - Information Technology
Bannari Amman Institute of Technology
APPLICATIONS & TOOLS
- Avaya Software /| IVR
- Jtrac
- GoAnywhere -File movement Tool
- SLFT -Secure Large File Transfer System
- Opswiki
- Splunk
- Oracle SQL Developer
- Putty software
- Avaya app
- Verizon software
- Tanzu
- Active Directory