Sharath Kumar

Work History

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.

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.

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.