P Srujan Babu
Bengaluru,Karnataka
Summary
Worked in IT Industry with an experience of 5.2 Years in Incident Management and IT service Management Solution in IT Infrastructure with Expertise in the suite Service Now. A Service Now expert with experience and implementing Scratch to End Service Catalog, Problem Management, Configuration & Asset management, Trouble Shooting, Service Desk, ITIL Process, Change Management.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Incident Manager
Tech Mahindra Limited
12.2021 - 09.2023
- Managed 15 to 20 incidents on an average per day and held responsibility till the closure based on priority.
- To Oversee the overall health and accuracy of the CMDB, ensuring it provides a real-time view of the IT environment.
- Maintained the structure, relationships, and dependencies between Configuration Items (CIs) such as hardware, software, networks, services, and other assets.
- Established and enforce policies, procedures, and controls for maintaining the integrity of CMDB data.
- Defined document, and maintain the lifecycle of CIs, including creation, updating, and decommissioning.
- Ensured that all CIs and their attributes are tracked accurately throughout their lifecycle.
- Managed the relationships and dependencies between CIs to support change management, incident management, and problem management processes.
- Aligned the CMDB with ITIL-based processes like Incident Management, Change Management, Problem Management, and Release Management.
- Ensured that CIs are updated as part of other ITSM processes (e.g., when a change is approved, the CMDB should reflect the change).
- Administered and configured the CMDB tool (commonly integrated into platforms like ServiceNow, BMC Remedy, etc.).
- Implemented and maintain discovery tools and agents that automatically populate and update the CMDB.
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Developed and maintained detailed documentation for incident management processes, ensuring consistency in response strategies.
- Streamlined workflows by automating routine tasks within the incident management process, freeing up resources for higher-priority issues.
- Contributed to the development of organizational disaster recovery plans by incorporating insights from past incidents and emerging trends in cybersecurity threats.
- Played a key role in maintaining business continuity during high-impact incidents by quickly identifying root causes and implementing effective recovery strategies.
- Reduced system downtime by proactively monitoring network performance and addressing potential issues before they escalated.
- Troubleshooted and resolved any issues related to ServiceNow applications, workflows, and reports.
Technical Consultant
Alice Blue Financial Services
10.2020 - 04.2021
- Worked closely with clients and internal stakeholders to understand their business processes and identify how ServiceNow can address those needs.
- Translated business requirements into technical specifications and solutions.
- Configured out-of-the-box ServiceNow functionalities like forms, workflows, and dashboards.
- Developed custom applications, workflows, business rules, client scripts, UI actions, and other customizations.
- Integrated ServiceNow with third-party tools and systems using APIs, REST, and SOAP.
- Lead the implementation of ServiceNow modules such as Incident Management, Change Management.
- Planned and execute upgrades and new feature rollouts.
- Performed system installations, configurations, and migrations.
Software Engineer
Darien Software Systems Pvt Ltd
10.2017 - 09.2020
- Coordinated with other engineers to evaluate and improve software and hardware interfaces.
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Developed and maintained detailed documentation for incident management processes, ensuring consistency in response strategies.
- Improved overall service quality by conducting post-incident reviews, identifying areas for improvement, and implementing corrective actions.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Fostered a culture of continuous improvement within the organization through consistent review and refinement of existing processes.
- Improved software performance by identifying and resolving bottlenecks in the code.
- Developed scalable and maintainable code, ensuring long-term stability of the software.
- Reduced system downtime by proactively monitoring network performance and addressing potential issues before they escalated.
- Provided ongoing support and troubleshooting for ServiceNow issues.
- Monitored platform health and performance by ensuring system stability and efficiency.
- Applied patches, upgrades, and hotfixes as necessary to maintain the system’s integrity and functionality.
- Recommended best practices and process improvements based on the capabilities of the ServiceNow platform.
- Mapped business processes to ServiceNow modules to create efficient workflows.
- Assisted in re-engineering and optimizing business processes to streamline operations using ServiceNow.
- Supported the implementation of ServiceNow modules such as Incident Management, Change Management, Service Catalog, CMDB, etc.
- Planed and executed upgrades and new feature rollouts.
- Performed system installations, configurations, and migrations.
Education
MBA - Marketing
ALLIANCE UNIVERSITY
Bengaluru, India07.2017
BE/BTECH - Electrical Engineering
MITS College
Madanapalle, India06.2012
Skills
- ServiceNow Administration
- IT Service Management (ITSM)
- IT Operations Management (ITOM)
- IT Asset Management, MIM
- ITIL Process
- Service Catalog Management
- Incident, Problem, Change, and Asset Management
- Grafana, Jira
- Core Java Script
- RDBMS, SQL, SQL Server
- Trouble Shooting
- Escalation Process
- Effective Communication
- Interpersonal Skills
Certification
Product Management Program, Unlimited Powerful learning, 11/01/2023
Disclaimer
I hereby, declare that all the information given above is true and best of my knowledge.
Timeline
Incident Manager
Tech Mahindra Limited
12.2021 - 09.2023
Technical Consultant
Alice Blue Financial Services
10.2020 - 04.2021
Software Engineer
Darien Software Systems Pvt Ltd
10.2017 - 09.2020
MBA - Marketing
ALLIANCE UNIVERSITY
BE/BTECH - Electrical Engineering
MITS College
Product Management Program, Unlimited Powerful learning, 11/01/2023
Similar Profiles
Saher Ahamad KhanSaher Ahamad Khan
Admin HR Executive at Tech Mahindra LimitedAdmin HR Executive at Tech Mahindra Limited
Afreen Aftabuddin SayyedAfreen Aftabuddin Sayyed
Team Leader, Sales Operations at Tech Mahindra LimitedTeam Leader, Sales Operations at Tech Mahindra Limited
Megh SinghMegh Singh
Customer Support Associate at Tech Mahindra LimitedCustomer Support Associate at Tech Mahindra Limited