Support Specialist Engineer 2

Chetan Bayas

BizOps engineer *

* ***** * ****** +91-992******* ***********@*****.**

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Profile Summary

ITSM Application Support Specialist with 7+ years of experience specializing in on-call support, CI/CD pipelines, ServiceNow administration. Skilled in automating incident, problem, and change management workflows, optimizing ServiceNow/ITSM for enhanced efficiency, and developing custom applications and integrations to meet business needs and ITIL processes. Proven track record in effectively managing change, problem, and incident management teams.Committed to delivering high quality support and driving process improvements.Possess strong problem-solving, analytical, and communication skills. Seeking a challenging role to leverage my expertise and contribute to organizational success.

Work Experience

Dec 2022 - Apr 2024

BizOps engineer 2

MasterCard

Support the application CI/CD pipeline, Analyses Service now activities and engage in and improve the whole lifecycle of services-from inception and design, through deployment, operation, and refinement. Provide L3 support for Java-based applications, including troubleshooting and resolving complex technical issues, strong knowledge of SQL. Collaborated effectively with cross-functional teams, including business stakeholders, product owners, and analysts, to understand requirements and deliver high-quality solutions. ServiceNow/ ITSM maintances with a proven track record of developing, and implementing innovative solutions on the ServiceNow/ITSM platform. Created and managed auto-remediation, auto-correlation, and auto-resolution scripts within ServiceNow, significantly reducing manual intervention and enhancing system reliability. Developed custom reports and dashboards for key performance indicators (KPIs) and metrics, enabling management to make data-driven decisions.

May 2017 - Dec 2022

Deputy Manager

VOIS

For a team of 15, prepared daily, weekly, and monthly reports. Monitor team performance, providing regular feedback and conducting performance evaluations. Performing daily system health checks/Scheduled Task investigate the issue and Writing modifying the scripts for the test/production environment. Scale systems sustainably through mechanisms like automation and evolve systems by pushing for changes that improve reliability and velocity.Supporting current processes needed with an emphasis on automating everything as soon Key skills

Alm Application Lifecycle Management

Project Management

IT Service Delivery Management

ITSM

Delivery Management

Service Now Ticketing

IT Operations Management

Service Delivery Management

Service Delivery Manager

Jenkins

UNIX

Controlm Migration

JIRA Tool

ITIL

Incident Management

Github

Dynatrace

Grafana

SQL

Personal Information

City Pune

Country INDIA

Extra curricular

AUTOREMEDIATION & AUTORESOLUTION of

INCIDENT's.

as possible.Well-versed in Change Management and Incident Management. Seeking opportunities to leverage expertise in project and delivery management. Strong foundation in ITIL and ITSM. Ready to drive impactful results in a dynamic technical environmen.Handle escalated technical issues from the L1 support team, ensuring timely and effective resolution. Collaborate with L 3 support and development teams to resolve critical incidents and implement solutions. Implement best practices forincident, change and problem management, ensuring compliance with SLA's and KPIs.

1. Automatic categorization and automatic

resolution of INCIDENT's on One-ITSM

(BMC remedy) ticketing tool to reduce

manual (human intervention requires)

efforts.

2. Reduces the chance for human error,

helping to ensure consistency, adherence

to processes, compliance and increased

security by eliminating mistakes that lead to

misconfigured systems.

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