R.SNEGA
Chennai
Summary
As a proficient Incident Manager with 7+ years of experience, expertise includes 2+ years of hands-on experience in ServiceNow platform Maintenance and Administration in adherence to ITIL methodologies. Additionally specialized in managing high severity incidents while minimizing service disruption and ensuring swift restoration with a proven track record of process improvement & SLA maintenance.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Analyst
Tata Consultancy Services
02.2022 - 05.2024
- Responsible for ServiceNow admin activities within project.
- Involved in configuration customization of forms for Change/Incident/Problem Management ITIL processes.
- Created Custom table and managed base tables within ServiceNow as per Business requirement.
- Extensive experience in working with User Management including creation of Users, Groups and Roles.
- Created Client scripts and UI policies as per
ITSM best practices to enhance user experience. - Experience in creating update sets to migrate group of customizations from one instance to another instance.
- Leading and driving of technical conference bridges, Root Cause determination, Severity Level Assessment, by support engagement utilizing paging system and/or by scheduling bridges.
- Develop and maintain comprehensive knowledge articles.
- Documenting key actions/events during bridge call. Additionally, notifying senior leadership of current status and impact through emails and Incident Notification Service (INS) updates.
- Promote open communication across teams and with peers to complete objectives and goals during all major events.
Senior Analyst
HCL Technologies Limited
09.2017 - 04.2020
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact
- Analyze reoccurring IT issues for root cause and suggest permanent corrective actions
- Hands – on experience of Service NOW call tracking system to log, track and manage incidents and Service Requests
- Employed experience and training to troubleshoot desktop problems relating to Operating system, Network Connectivity, Browser based issues, MS Office
- As well as administered and supported Juniper VPN - RSA secure ID access and Direct access connectivity issues
- Responsible for Global Access Management – Role based access management to users like Group creation, profile access and share access.
Application Engineer
CSS Corp
03.2016 - 09.2017
- Lead troubleshooting of high priority incidents to ensure swift resolution with minimal business impact
- Additionally, Handled Platinum Customers- Cases that were escalated directly from the Client & the Retention Department
- Managed Incidents through their entire life cycle from first point of contact through to resolution
- Dealt with incoming calls/Tickets related to technical issues (Connectivity & Audio) of product
- Selected to be part of Executive Response Team (ERT)
- Awarded with Star of the Quarter & the Year 2016-CSS Corp.
Junior Engineer –Product Support
HCL Technologies
05.2015 - 03.2016
- Handling escalated cases from both Tier1 agents and Client
- Dealing with Incoming calls, Tickets and Scheduled Outbound calls
- Also Email escalations forwarded by Team lead
- Worked with Various BT hubs and provided support for both Internet and PSTN
- Interacting directly with Engineers working on field to update customers on status of fault.
Education
M.E. Control And Instrumentation -
St.Joseph's College of Engineering
Chennai04.2015
B.Tech Electronics And Instrumentation -
Karunya University
Coimbatore04.2013
Skills
- ServiceNow Administration
- Critical Incident Management
- Risk Assessment and problem solving skill
- Effective Communication
- Escalation management
- ITIL Knowledge
Certification
- ITIL Foundation
- Micro Certification - Welcome to ServiceNow
- DCS & PLC Overview conducted by YOKOGAWA
- Embedded Systems Control & Automation
Academic Projects
- Heart rate monitor and arrhythmia detection using a portable module, This project is aimed at the design and implementation of a portable unit which continuously monitors the heart rate of a person. The module consists of an ECG amplifier interfaced to a PC that runs a LabVIEW algorithm which monitors the heart rate to detect the symptoms of arrhythmia and give out an indication at a critical situation.
- Real Time Implementation hybrid MAC protocol design for energy efficiency and reliability, The objective of the project is to design a hybrid MAC protocol and implement it in a low-cost hardware which uses microcontroller platform. Also to demonstrate the concept of proposed protocol using Home/offices monitoring system
Languages
English
Tamil
Hindi
Personal Information
- Father's Name: R.RAMESH
- Mother's Name: R.VERONICA
- Date of Birth: 05/25/92
- Nationality: Indian
Declaration
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.
Timeline
IT Analyst
Tata Consultancy Services
02.2022 - 05.2024
Senior Analyst
HCL Technologies Limited
09.2017 - 04.2020
Application Engineer
CSS Corp
03.2016 - 09.2017
Junior Engineer –Product Support
HCL Technologies
05.2015 - 03.2016
M.E. Control And Instrumentation -
St.Joseph's College of Engineering
B.Tech Electronics And Instrumentation -
Karunya University
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