Summary
Overview
Work History
Education
Skills
Certification
Hobbies and Interests
Languages
Timeline
Generic

Pavithra Pateela

Bengaluru

Summary

Experienced IT professional with 12 years of overall experience, including 7.5 years in application support and 4+ years in ServiceNow development. Have experience in developing, configuring, and maintaining ServiceNow applications, with hands-on experience across core ITSM modules such as Incident, Problem, Change, and Service Catalog. Proficient in writing efficient client-side and server-side scripts, designing workflows, and integrating third-party systems. Skilled in gathering business requirements, delivering scalable solutions, and collaborating within Agile teams.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Senior Process Lead

Infosys limited
Bengaluru
06.2020 - 12.2024
  • Designed, developed, configured, and customized the ServiceNow platform to align with dynamic business requirements and process needs.
  • Collaborated closely with business analysts and stakeholders to gather and analyze requirements, translating them into scalable and feasible technical solutions.
  • Hands-on experience with core ServiceNow ITSM modules including Incident Management, Problem Management, Change Management, Service Catalog, Service Portal, Configuration Management (CMDB), Release Management, Knowledge Management, and ServiceNow Administration.
  • Configured and customized workflows, approvals, and execution plans for catalog items; designed and implemented business rules, UI actions, and other automation solutions.
  • Created and maintained comprehensive documentation for system configurations, process flows, and custom-developed features.
  • Strong understanding and practical application of ITIL processes and principles within the ServiceNow platform.
  • Actively contributed in Agile environments, including participation in sprint planning, daily stand-ups, and backlog grooming sessions.

Senior Software Engineer

HCL
03.2019 - 06.2020
  • Company Overview: Deutsche Bank is a German global banking and financial services company. The bank offers financial products and services for corporate and institutional clients along with private and business clients.
  • I have 1.3 year of experience in Application Support banking domain as senior support engineer with client Deutsche Bank.
  • We are handling the application which comes under Governance and Compliance vertical which defines internal guidelines and policies in order to promote sustainability at the bank and in its core business and creates agreements and stores the legal documents.
  • I have strong technical expertise in SQL, PL/SQL, Unix/Linux shell scripting, with foundational knowledge in Python and Groovy scripting.
  • Experienced in a wide range of tools and platforms including HRS Automation, RPA tools, ServiceNow, Control-M, Splunk, Ansible, and Autosys.
  • Demonstrated proficiency in production support, covering incident management, problem-solving, and end-to-end troubleshooting of critical applications.
  • Monitored application health and system performance using Splunk and Grafana, maintaining 99.9% uptime for essential services.
  • Diagnosed and resolved high-priority production issues, achieving a 30% reduction in incident response time by enhancing runbook and alerting processes.
  • Led root cause analysis (RCA) and prepared comprehensive post-mortem documentation for major production outages.
  • Developed and maintained detailed SOPs, incident reports, and knowledge base articles to support knowledge transfer and faster issue resolution.
  • Participated in change management processes, including risk assessment, validation in staging environments, and production deployment support.
  • Deutsche Bank is a German global banking and financial services company. The bank offers financial products and services for corporate and institutional clients along with private and business clients.

Senior Process Associate

Tata Consultancy Services (TCS)
07.2015 - 03.2019
  • Worked as application support analyst.

Senior Process Associate

Tata Consultancy Services (TCS)
07.2015 - 03.2019
  • Company Overview: Silicon Valley Bank (NASDAQ: SIVB) is a U.S.-based high-tech commercial bank with offices in a number of other countries. The company focuses on lending to technology companies, providing multiple services to venture capital and private equity firms that invest in technology and biotechnology, and also on private banking services for high-net-worth individuals, in its home market in Silicon Valley.
  • I have 3.7 year of experience in Application Support banking domain as support analyst with client Silicon Valley Bank.
  • Troubleshooted and resolved application issues escalated from end users, and providing RCA over major issues and mentoring team for future precautions.
  • Retrieving the data from database by writing the sql script and reports as per client requirement and provide technical support and guidance to staff and clients.
  • Creation of views for daily validation of data and also provide the access to views for business user.
  • Performed the analysis of procedure, triggers in order to solve incidents.
  • As per business requirement perform configuration changes in UI/Database and perform testing and deploy it in Production.
  • Very frequent interaction with client and end users for queries and in issues resolution.
  • Analyse application data to assess performance and uncover problem /User’ s error rectification /User access related issues/ Data backup and restoration.
  • Automated the daily validation, using batch script, shell scripting in Linux which are performing manually previously.
  • Silicon Valley Bank (NASDAQ: SIVB) is a U.S.-based high-tech commercial bank with offices in a number of other countries. The company focuses on lending to technology companies, providing multiple services to venture capital and private equity firms that invest in technology and biotechnology, and also on private banking services for high-net-worth individuals, in its home market in Silicon Valley.

Software Engineer

Datamatics
01.2013 - 07.2015
  • Project name: GFP Production Support and BT Advice: This is basically oracle apps development project, we got requirement to migrate the data from legacy system to oracle 11i.
  • As part of implementation and migration, i have worked on customization and set up PO, AME, INV as an Oracle Applications Techno-Functional Consultant and part Oracle Apps implementation team.
  • Involved in Configuration, Deployment, Testing in Oracle application R-11i.
  • Handling technical issues occurs in customised reports, standard reports and interfaces.
  • Fixing the issues and testing it in RAT/regression, before moving to the live environment through releases.
  • Providing the accesses to the user through order gateway, and providing responsibilities to user.
  • Involved in developing technical design documents (MD070) and MD50 Identifying the functional specs, preparing the documentation setups and maintaining Business Requirement Documents, Setup Documents (BR100) and other design documents as MD050.
  • Involved in setups configuration and customization of forms, Testing and Implementation of purchasing module (PO,AME,) as part of migration activity.

Education

B.Tech/B.E. - Information Technology

Visveswaraya Technological University (VTU)
01.2012

XIIth - English

Govt PU College for girls
Bangalore
01.2008

Skills

  • JavaScript
  • Glide
  • Incident
  • Problem
  • Change
  • Knowledge
  • CMDB
  • Service Catalog
  • Service Portal
  • Flow Designer
  • UI Policies
  • Business Rules
  • Script Includes
  • Client Scripts
  • UI Actions
  • ACLs
  • Notifications
  • Workflows

Certification

  • Azure Fundamentals, 05/25
  • Microsoft Azure Administrator Associate, 05/25

Hobbies and Interests

  • Travelling
  • Badminton

Languages

  • Kannada
  • Hindi
  • English

Timeline

Senior Process Lead

Infosys limited
06.2020 - 12.2024

Senior Software Engineer

HCL
03.2019 - 06.2020

Senior Process Associate

Tata Consultancy Services (TCS)
07.2015 - 03.2019

Senior Process Associate

Tata Consultancy Services (TCS)
07.2015 - 03.2019

Software Engineer

Datamatics
01.2013 - 07.2015

B.Tech/B.E. - Information Technology

Visveswaraya Technological University (VTU)

XIIth - English

Govt PU College for girls

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