Sowmiya S

• Reviewing the customer’s scope of work by observing the modules that are required to implement in ITSM tool.
• Handled critical incidents (P1-P3) and served as the single point of contact for escalations to narrow down and resolve issues with the appropriate technical team.
• Specialized in ServiceNow tool as IM, handling high priority tickets.
• Incident management based on ITIL best practices that focused on the people, process, and technology perspectives of providing business solutions.
• Ensure Incident & Change Management KPI/SLA are reviewed at agreed frequency and analyze/review for improvement.
• Collaborated with cross-functional teams to design, develop, and implement scalable infrastructure solutions.
• Conducting RCA calls with technical stakeholders and collaborating with internal/vendors for the solutions.
• Tested backup strategies regularly, validating data integrity while maintaining compliance with industry standards.
• Restored normal service operations quickly to minimize impact on business operations while maintaining service quality and availability according to ITIL best practices.
• Collaborate with internal and partner repair organizations, from engineers to executive.
• Presenting it with the customer for signoff and monitoring to ensure it’s not re-occurring.

Manage, escalate, status, and assist, coordinating repair efforts on Service Assurance issues.

• Acted as team subject matter expert to provide training for peers and management.
• Drive the efficiency and effectiveness of the Incident Management process.
• Regular monitoring to avoid SLA miss, control incident hoping, incident ownership, reduced backlog/aging tickets.
• Ensures the quality of the process
• Ensures effective communication to Senior Management, Customers, Users, and AGA.
• Handling P1/P2 – Major incidents.
• Sending communication for major incidents.
• Reports on performance metrics.
• Identify resistance and performance gaps, and work to develop and implement corrective actions.
• Inform in a timely manner to all related parties when a change or planned work is to be executed.
• Assists in establishing and improving the processes.