Aman Kumar Singh Email and Phone Number

-Implemented comprehensive server-side testing and validation protocols for software infrastructure; successfully identified and resolved critical issues, ensuring seamless functionality across Windows and Linux servers, and contributing to a 25% reduction in post-release bug reports. -Expertise in complete end -to-end project implementation and consulting in ServiceNow and best ITIL practices. -Experienced with the ITIL process in ServiceNow: Incident Management, Problem Management, Change Management, Knowledge Management, Project Management. -Problem Management resolves the root causes of incidents to minimize the adverse impact of incidents and problems caused by errors in the infrastructure. -Prepared test management modules (TMM) for server and application testing on ServiceNow, resulting in a 30% reduction in the number of bugs. -Created incidents to keep track of issues or bugs that break the functionality or don’t meet the requirements, resulting in a 20% increase in customer satisfaction. -Skilled in process analysis, requirement gathering from clients, writing test cases.-Manage weekly and monthly Incident and Problem review meetings and provide data metrics to Leadership. -Led incident and problem management initiatives which resulted in a 30% decrease in service downtime. -Weekly metrics reporting to management and collection of staff’s status reports -Ensure all KPI's are delivered, alongside analyzing and reporting on SLA's/KPI's and trends, including making recommendations for improvement to be reviewed by the board. -Excellent communication and interpersonal skills with clear understanding of business processes and ability to work as part of team or individually