Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

VISHNUPRIYA G

Bangalore

Summary

System Engineer with experience in NOC monitoring, Major Incident Management (P1 handling), Problem Management, and Change Management. Skilled in using Zenoss, Datadog, JIRA, and ServiceNow to monitor infrastructure, drive bridge calls, and ensure service availability. Committed to improving incident response, maintaining SLA compliance, and supporting 24x7 IT operations.

Overview

4
4
years of professional experience

Work History

System Engineer

ATMECS GLOBAL
02.2024 - Current
  • Proactively monitor network, server, and application infrastructure using Zenoss Cloud and Datadog, ensuring 24x7 service availability.
  • Act as Incident Manager for Major P1 Incidents, leading bridge calls, coordinating across cross functional teams for rapid resolution.
  • Perform initial triage, technical analysis, and root cause identification during critical outages, improving MTTA and MTTR metrics.
  • Drive real-time stakeholder communication during incidents, preparing major incident reports and contributing to executive updates.
  • Create, manage, and escalate incident tickets in JIRA and ServiceNow following ITIL-aligned processes.
  • Lead Problem Management efforts by participating in Root Cause Analysis (RCA) discussions, ensuring identification of corrective and preventive actions.
  • Support Change Management activities by coordinating emergency changes (E-CAB) and documenting incident-related change requests.
  • Authorize and maintain Standard Operating Procedures (SOPs) for incident escalation, bridge call management, and post-incident reporting workflows.
  • Perform first-level troubleshooting on Linux and Windows systems during incidents, aiding containment and mitigation.
  • Generate daily shift reports, major incident summaries, and contribute to Continuous Service Improvement (CSI) initiatives to reduce recurring incidents.
  • Support rotating shift operations, ensuring seamless shift transitions and on-time deliverables.

Senior Process Executive - Data

Cognizant Technology Solutions
04.2023 - 02.2024
  • Maintaining the data of providers by analyzing the data with credentialing, network management, malpractices, Medicare, Medicaid, reimbursement, and contracts.
  • Spearheaded quality control enhancement and developed a set of KPIs to measure and monitor performance and benchmark against industry standards.
  • Collaborated with auditors to provide timely and accurate financial information during the audit process.
  • Prepared audit reports that accurately summarized audit findings, resulting in improved communication with stakeholders.

Senior Process Executive

Infosys BPM
12.2022 - 04.2023
  • Enhanced Operations in the claims management process to facilitate monitoring of correlations and metric trends.
  • Analyzed complex high dollar claims to determine the validity and appropriate settlement amounts.
  • Processed transactions accurately and efficiently, ensuring that all transactions were completed within the established time frame.

Process Executive

Infosys BPM
07.2021 - 12.2022
  • Answered telephone or online requests and completed interactions quickly to meet productivity goals.
  • Developed a risk assessment process that identified potential risks and addressed them proactively.
  • Analyzed complex financial data to identify potential discrepancies and areas of improvement.


Education

MBA - Human Resources Management

Jain University
Bengaluru, India
01.2025

Bachelor of Commerce - Information Technology

Sri Krishna Arts And Science College
Coimbatore, India
05.2021

Skills

  • Infrastructure Monitoring (Zenoss, Datadog basics)
  • Incident Management and Escalation Handling
  • Network and Server Health Monitoring
  • First-level Troubleshooting (Linux/Windows)
  • Ticket Management (JIRA, ServiceNow)
  • Bridge Call Participation and Communication
  • SLA Compliance and Reporting
  • SOP Documentation and Knowledge Management
  • ITIL Best Practices (Foundation Level)
  • Basic Networking Concepts (TCP/IP, DNS, VPN)
  • Client-focused Service Delivery
  • Shift Operations Management (24x7 Support)

Languages

Malayalam
Tamil
English

Timeline

System Engineer

ATMECS GLOBAL
02.2024 - Current

Senior Process Executive - Data

Cognizant Technology Solutions
04.2023 - 02.2024

Senior Process Executive

Infosys BPM
12.2022 - 04.2023

Process Executive

Infosys BPM
07.2021 - 12.2022

MBA - Human Resources Management

Jain University

Bachelor of Commerce - Information Technology

Sri Krishna Arts And Science College

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VISHNUPRIYA G