Yugapriyanga P

Technology Analyst with 5+ years of experience in Application and Production Support, specializing in incident management, service request handling, and system monitoring. Hands-on expertise in ServiceNow ITSM, SQL-based troubleshooting, and monitoring tools such as Grafana and AppDynamics. Proven track record in resolving critical incidents, performing root cause analysis (RCA), and ensuring SLA compliance. Experienced in supporting enterprise applications and collaborating with cross-functional teams to maintain system stability and operational efficiency.

• Received Insta Award at Infosys for consistently delivering high-quality application support, demonstrating strong ownership and commitment to service excellence.
• Improved incident resolution efficiency by identifying recurring issues and implementing root cause fixes, contributing to better SLA adherence and reduced repeat incidents.
• Successfully handled high-priority (P1/P2) incidents, ensuring quick resolution and minimizing business impact.
• Provided global user support across multiple regions, ensuring timely resolution of issues and maintaining high customer satisfaction levels.
• Initiated process improvements in monitoring and incident handling workflows, enhancing operational efficiency and reducing turnaround time.
• Conducted knowledge transfer (KT) sessions for new team members, enabling faster onboarding and improved team productivity.

• MySQL Certification - GUVI Geek Network (2019)
• Microsoft Power BI - Skills Nation (2025)
• Python Certification - GUVI Geek Network (2019)
• ChatGPT & AI in Microsoft Office - Skills Nation (2025)
• ServiceNow Fundamentals (In progress)