SWATHI B M
Bengaluru
Summary
Holding overall 6 years of IT professional with extensive experiences & 3.6 years of experiences at Cognizant Technology Solutions, excelling in AWS and ITSM processes. Proven track record in incident management and cross-functional collaboration, enhancing service reliability. Strong analytical skills and a team-oriented approach drive successful resolutions and performance improvements in complex technical environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Incident Manager
COGNIZANT TECHNOLOGY SOLUTIONS INDIA PVT.LTD.
Bengaluru
03.2022 - Current
- Trained in validation of the applications & Maintain ServiceNow workflows, forms, and reports to align with business processes.
- Implemented and managed ITIL - based ITSM processes, including Incident management, problem management, change management, and service level management.
- Coordinated with cross-functional teams to resolve service disruptions and improve service reliability.
- Involved in creating reports as per business request and using them for analyzing the problems.
- Trained in monitoring health checks, assigning and routing tickets.
- Experienced in rebooting production servers and handling service-related- issues.
- Managed the configuration and operation of ITSM tool such as ServiceNow
Programmer Analyst
COGNIZANT TECHNOLOGY SOLUTIONS INDIA PVT.LTD.
01.2021 - 02.2022
- Gained both Theoretical and hands-on experience in AWS services.
- Troubleshooting, root cause analysis and tuning performance related bottlenecks by monitoring each layer of application using the Application Performance Management tools.
- Good working knowledge of Linux commands and utilities & Experience setting up Jenkins CI/CD pipeline from scratch using Jenkins file.
- Experience in creating and configuring S3 buckets for storing variety of data types and implementing S3 Object Locking and versioning to prevent accidental deletion or changes.
Senior Software Engineer
CAPGEMINI INFORMATION TECHNOLOGY COMPANY.
07.2019 - 12.2021
- Maintains acceptable performance metrics such as quality, productivity, first contact resolution and attendance.
- Collaborated with cross-functional teams to escalate, troubleshoot and resolve complex technical issues efficiently.
- Provide first level support for the clients with on call resolution, maintaining the FCR & SLAs of the project.
- Monitored system performance and proactively identified potential issues, implementing preventive measures to maintain a stable and reliable core banking solution.
- Coordinate and monitor the Incident aging control project and follow up on aging tickets.
Education
Bachelor of Computer Applications -
The National College Jayanagar
Bengaluru, India05.2019
Skills
- AWS, PCF, AppDynamics
- ServiceNow, JIRA, ITSM
- Datadog, Jenkins
- Incident management
- Communication skills
- Team player & Analytical skills
Certification
- ITIL v4 | Udemy
- Datadog: Performance monitoring tool | Udemy
- DevOps Essentials | Udemy
- ServiceNow CSA (Certified System Administrator) | Udemy
Internship
INTERN, HECTOR BEVERAGE SECTOR, Bengaluru, Karnataka, India, 2018-2019
Languages
- English, Professional Working Proficiency
- Kannada, Native or Bilingual Proficiency
Disclaimer
I hereby confirm that all the above information is accurate to the best of my knowledge and belief.
Timeline
Incident Manager
COGNIZANT TECHNOLOGY SOLUTIONS INDIA PVT.LTD.
03.2022 - Current
Programmer Analyst
COGNIZANT TECHNOLOGY SOLUTIONS INDIA PVT.LTD.
01.2021 - 02.2022
Senior Software Engineer
CAPGEMINI INFORMATION TECHNOLOGY COMPANY.
07.2019 - 12.2021
Bachelor of Computer Applications -
The National College Jayanagar
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