Divya Raamamoorthy

+1-469-***-****

Highly skilled and dedicated professional seeking a position in ServiceNow Incident Management. Offering extensive experience in incident resolution, problem analysis, and service improvement. Committed to delivering exceptional customer service and ensuring the smooth operation of IT services.

4.5 years of experience in ServiceNow Incident Management, handling incidents from initiation to resolution.

-Proficient in incident classification, prioritization, and escalation processes.

-Strong knowledge of ITIL framework and best practices.

-Excellent problem-solving and analytical skills, with the ability to identify root causes and implement effective solutions.

-Exceptional communication and interpersonal skills, fostering positive relationships with stakeholders and team members.

-Proven ability to work under pressure and meet tight deadlines. - Detail-oriented and highly organized, ensuring accurate documentation and reporting.

-Proficient in diagnosing and resolving customer issues related to VPN, hardware, software, mobile devices, Cisco hard phone, softphone Jabber, printer installation and configuration setup, and registering to Microsoft accounts.

-Committed to delivering outstanding customer service and ensuring maximum client satisfaction.

Professional Experiences:

HCL Technologies Ltd, Frisco, Texas USA

Dec 2022 - Present

System Analyst

Managed and resolved incidents reported through the ServiceNow platform, adhering to defined SLAs and ensuring customer satisfaction.

-Conducted thorough incident analysis, identifying trends and patterns to prevent future occurrences.

-Collaborated with cross-functional teams, including IT support, development, and infrastructure, to resolve complex incidents.

-Prioritized incidents based on impact and urgency, ensuring appropriate resources were allocated for timely resolution.

-Developed and maintained incident management processes and procedures, ensuring compliance with ITIL standards.

-Conducted regular incident reviews and provided recommendations for service improvement.

-Acted as a point of contact for major incidents, coordinating communication and driving resolution efforts.

-Trained and mentored junior team members, ensuring their proficiency in incident management process.

-Strong knowledge of operating systems (Windows, macOS, Linux) and productivity software - Microsoft Office Suite

-Diagnose and troubleshoot network connectivity problems.

Assisted in the implementation and customization of the ServiceNow Incident Management module.

-Monitored and managed the incident queue, ensuring timely assignment and resolution of incidents. - Conducted root cause analysis for recurring incidents, implementing preventive measures to minimize future occurrences.

-Collaborated with service desk and technical teams to ensure effective incident communication and resolution.

-Developed and maintained incident management reports and dashboards, providing insights into incident trends and performance metrics.

-Participated in incident management meetings and provided updates on incident status and progress. - Assisted in the development and execution of incident management training programs for end-users.

-Utilize ticketing system to track and document customer issues, ensuring accurate and timely updates.

-Conduct hardware and software installations, upgrades, and configurations for desktops, laptops, and mobile devices.

-Train end-users on software applications and provide guidance on best practices for productivity and security.

-Maintain accurate inventory records for hardware and software assets, including license management and software updates.

-Assist in the implementation of IT projects, including system upgrades, migrations, and deployments.

-Stay up to date with emerging technologies and industry trends to provide proactive technical recommendations to clients.

-Excellent analytical and problem-solving abilities, with a proven track record of diagnosing and resolving technical issues efficiently.

Happiest Minds Technologies, India

Oct 2013 to Jan 2017

CompuCom (IT Services and IT Consulting) Industry-leading IT managed services provider.

Senior Engineer

•Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfilment, Access Management, Change Management, and Knowledge Management providing technical support and troubleshooting for complex IT systems.

•Strong knowledge of incident management processes, including triaging, prioritizing, and resolving incidents to meet service level agreements (SLAs).

•Proficient in handling service requests, including user provisioning, access management, and application support.

•Extensive experience in change management, including assessing impact, planning, implementing, and documenting changes to minimize disruptions.

•Coordinate and participate in change management activities, including change assessments, approvals, planning, and execution.

•To prioritize workload and escalate high priority calls to the Service Desk Manager, Incident Manager or Service Operations Manager as necessary.

•Skilled in resolving major incidents with Priority 1, 2, and 3, ensuring timely restoration of services and minimizing the impact on business operations.

•Maintain comprehensive documentation of incident resolutions, service requests, and change management activities.

•Continuously monitor system performance and availability, proactively identifying potential issues and implementing proactive measures.

•Collaborate with cross-functional teams, including developers, system administrators, and network engineers, to ensure smooth operation and optimization of IT systems.

•Participate in on-call rotations and provide 24/7 support for critical incidents and service disruptions.

•Contribute to process improvement initiatives and share knowledge through training sessions and documentation.

•Excellent communication skills, ability to understand customer issues and resolve them quickly and efficiently.

•Perform root cause analysis for major incidents and implement corrective actions to prevent future occurrences.

•Identify opportunities for optimizing system performance and provide suggestions for development

•Works with Team to achieve performance goals and increase productivity.

•Conducted remote troubleshooting sessions to diagnose and resolve technical problems.

•Documented technical solutions and created knowledge base articles for internal and customer use.

•Assisted in maintaining IT inventory and asset management records.

Foreign Workers Centralized Management System (Department of Immigration, Malaysia)

•Architecting, Implementing, and troubleshooting all aspects of Cassandra.

•Responsible for implementing Cassandra Cluster environment to best fit application performance, reliability, and usage.

•Working closely with development on implementation of queries, collections, and documents.

•Working with documentation team to ensure any issues affecting functionality are properly reflected in the documentation.

•Exploring new tools in big data to address customer problems.

•Install, configure, update, and troubleshoot of MongoDB and Cassandra environment.

•Performed queries relating to Cassandra, Managed, and maintained internal production databases.

•Used DDL and DML operations in Cassandra clusters.

•Analyzing tables and indexes for performance tuning and query performance in Cassandra.

•Interacting with the team and resolving the technical and functional queries. Maintained clusters and

monitored using OpsCenter in Cassandra.

Rackspace Data Integration (Rackspace)

•Get data from Cassandra to Hadoop dynamically using Pig scripts.

•Run the pig scripts on top of Cassandra cluster and get data from Cassandra and stored it in Hadoop file system.

•Setup Cassandra cluster with replications and maintain the cluster up to date without data loss.

•Export data from HDFS to MySQL tables using Sqoop.

•Export data from Hadoop Distributed file system to hive external tables.

Education:

Anna University, India. May 2013 Bachelor of Engineering in EE GPA:7/10

Technical Certifications

Big data developer

(Wiley certified big data developer issued by Wrox, USA)

ITIL v3 foundation certified.

Scrum Master

Technical Skills:

(ITIL v3 foundation certified issued by Axelos)

Happiness Evangelist awardee

Scrum Alliance certified Scrum Master

https://bcert.me/sgwnnbhum

Scrum Alliance certified Scrum Product Owner

https://bcert.me/svahylvll

• Programming Languages:

C, C++, Java https://bcert.me/svahylvll

• Big data Technologies:

Hadoop HDFS, MapReduce, Hadoop ecosystem – Hive, HBase, Zookeeper, Pig,

Oozie, Flume, Ganglia, Ambari, Apache Hadoop, CDH4, Hortonworks

• Database Development:

SQL, PL/SQL, Toad, SQL developer tools

Unix, Linux, CentOS

Clear basic, shell scripting, Amdocs Clarify, WebLogic administration

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