Summary
Overview
Work History
Education
Skills
Educationcertifications
Disclaimer
Timeline

Sharath Kumar

Bangalore

Summary

To work in a dynamic accounting & Finance landscape, to contribute to my employer’s interests and goals by leveraging my education and experience. Deliver to the best of my ability towards the growth and development of a progressive company. To fully use my interpersonal and academic skills to pursue a challenging and rewarding career.

Overview

7
7
years of professional experience

Work History

Problem Management Specialist

Mphasis Limited
  • Implemented problem management strategies that reduced critical incident frequency by 40% over 18 months, significantly enhancing system reliability
  • Collaborated with cross-functional teams, including Production Management, Application Development, and Global Technology Infrastructure, resolving over 100 complex technical issues annually
  • Utilized ServiceNow to track and manage incidents and problems, improving transparency and accountability across program activities, resulting in a 30% increase in problem resolution efficiency
  • Conducted root cause analyses for major incidents, developing comprehensive remediation plans that prevented recurrence and minimized service downtime
  • Presented detailed program updates and technical solutions to senior management, ensuring clear communication of complex information and securing approval for key initiatives.

Incident Management Analyst

Mphasis Limited
  • Managed IT infrastructure enhancement projects, delivering a 20% improvement in application stability and performance
  • Conducted root cause analyses on major incidents, implementing strategic solutions that reduced incident recurrence by 35%
  • Streamlined IT service management processes in alignment with ITIL standards, increasing customer satisfaction by 25%
  • Enhanced team collaboration and problem-solving capabilities through regular training sessions, improving overall team performance by 15%
  • Assisted in the analysis and resolution of technical incidents, maintaining a 98% operational continuity rate
  • Supported application teams in diagnosing and resolving application-related issues, contributing to a 40% reduction in incident resolution time.

Software engineer

Mphasis Limited
02.2022 - Current
  • Have hands-on experience in Service Now technology & Service Request
  • Looking for Opportunity in ServiceNow Technology in the industry
  • Experience with ServiceNow Development, Support and Administration
  • Deep functional and technical knowledge of the ServiceNow platform
  • Responsible for monitoring the two dashboards which include 3 application servers
  • Working on data related issues which causes shipment movements (Delay, Stuck) for Europe region
  • Responsible to include all the required Application support team based on data flow into the Call/Group Chat and resolve the issue as quick as possible to ensure normal flow of shipments
  • Act as point of contact for all Major Incidents
  • Working on all data issues related Major incidents for the Europe region
  • Working on Incidents as per Standard Operating Procedures for data related issues Working on higher severity Incidents (level 2 team) and Priority incident tickets as well
  • Identifying and fixing Troubleshooting issues by finding the root cause and resolving as quick as possible
  • Responsible to monitor the queue depths of 3 servers in Splunk application every day
  • Monitor work and ticket queue
  • Ensure the closure of all resolved and end-user confirmed Incident records
  • Responsible for communicating with the process manager
  • Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
  • Escalate all process issues to the Incident Manager.

Accenture Solutions Pvt Ltd
Bangalore
06.2017 - 01.2022
  • Have hands-on experience in Service Now technology & Service Request
  • Looking for Opportunity in ServiceNow Technology in the industry
  • Experience with ServiceNow Development, Support and Administration
  • Deep functional and technical knowledge of the Service now platform
  • Deftness in carrying out implementation, troubleshooting, development and configuration
  • Responsible for planning and coordinating all the activities required to perform, monitor and report on the process
  • Arrange the meetings of Change Advisory Board to approve or significant Change/Release
  • Act as point of contact for all Major Incidents
  • Working on Incidents as per Standard Operating Procedures
  • Working on lower severity Incidents as well
  • Identifying and fixing Troubleshooting issues
  • Participate in Incident review following major Incidents
  • Monitor work and ticket queue
  • Ensure the closure of all resolved and end-user confirmed Incident records
  • Responsible for communicating with the process manager
  • Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
  • Escalate all process issues to the Incident Manager Helping Co-Worker on completion of work within TAT.

Education

Master Of Business Administration - Finance

East West College of Management, Anjanagar, Bengaluru
08.2016

Bachelor Of Commerce - Accounting And Finance

GT College of Management, Sunkadakatte, Bengaluru
08.2014

Skills

Proficient in MS Office – Excel, word & Powerpoint

Educationcertifications

  • Bachelor of Commerce, 2012-01-01, 2015-01-01, Bangalore university, Bangalore
  • Master of Business Administration (MBA), 2015-01-01, 2017-01-01, Finance & HR, Bangalore university, Bangalore
  • P U C, 2012-01-01, 2012-01-01, Commerce, Department Of Pre-University Education, Bangalore

Disclaimer

I hereby declare that the above furnished information is true to the best of my knowledge.

Timeline

Software engineer - Mphasis Limited
02.2022 - Current
- Accenture Solutions Pvt Ltd
06.2017 - 01.2022
Problem Management Specialist - Mphasis Limited
Incident Management Analyst - Mphasis Limited
East West College of Management - Master Of Business Administration, Finance
GT College of Management - Bachelor Of Commerce, Accounting And Finance
Sharath Kumar