As a ServiceNow developer I am working on SPM, PPM module.ServiceNow platform customization and Project Portfolio Management (PPM). Proficient in developing and managing scripts, business rules, UI policies, and workflows to enhance ServiceNow capabilities. Strong team player with experience in Agile environments, collaborating with business users, stakeholders and peer managers to deliver effective solutions. Experienced in deploying updates, conducting code reviews, and supporting testing efforts. Solid understanding of SDLC and key process areas including PPM, project templates, and user management.

Service Management, Change Management, Problem Management• Coordinated overall service delivery to meet contractually mandated targets.• Analyzed data for aging tickets, hopping, and MTTR, providing actionable insights.• Prepared and delivered daily, weekly, and monthly service statistics for incidents, problems, and changes to higher management and clients.• Monitored service delivery and IT infrastructure health across various resolver groups.• Provided operations input to management, monitored high-priority incidents, and coordinated timely resolutions.• Configured, customized, and maintained BMC Helix Remedy and Smart Reporting platforms.• Managed problem tickets, root cause analysis, and prepared problem closure reports.• Assisted in project audits and maintained asset and risk registers.• Led automation initiatives, including report scheduling, broadcasting, and remote Linux health checks.• Analysis of Data for Aging tickets, Hopping, and MTTR etc. and provides suggestions

• Maintaining quality and integrity of the Incident Management process, Response and Resolution SLAs.• Maintained the quality and integrity of the Incident Management process, ensuring adherence to SLAs.• Analyzed incidents to identify process improvements and modified incident management frameworks as needed.• Managed the lifecycle of all unplanned IT service interruptions, ensuring swift resolution.• Reported major system issues to upper management and initiated closure of related incidents.• Ensured adherence to incident management protocols and escalation paths.• Identifying incidents which need special attention or escalation.

System Administrator • Administered Linux/UNIX systems including RHEL, CentOS, Ubuntu, Fedora, FreeBSD, and Solaris.• Managed performance monitoring, user administration, access management, and production/application support.• Administered virtual machines (ESXi, vCenter, vSphere).• VMs Administration (ESXi, VCentrs, VSpere)

Project Officer (IT) • Monitoring and Maintaining day to day IT services. • Monitoring system performance and troubleshot IT infrastructure and network applications (AD, DHCP, VLAN, SAMBA, Mail Server, IP Cameras, Intranet, IP Phones, etc.).• Managed IT equipment procurement and daily IT services.• Collaborated with the development team to resolve system issues.