Malleswari Rajana
Problem Manager @Tata Consultancy Services
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WORK HISTORY
Problem Manager @Tata Consultancy Services
Chennai, IN
EDUCATION
Vignan's Institute of Engineering College
B.Tech, Electronics and communication engineering
ABOUT MALLESWARI RAJANA
Tata Consultancy Services(TCS)- SystemAdministrator-Feb 2024 –Present. Managing incident resolution and coordination towards resolution between multiple support groups. Managed incidents,service requests, and changesthrough ServiceNow, maintaining SLA compliance. Handling critical incidents and driving towards resolution within the agreed service level. Worked on numerousincidents, Problem and change management tasks, ensuring SLA compliance and effective resolution. Managed Problem Management lifecycle following ITIL standards - from problem detection, logging, and categorization to RCA and closure. Conducted Root Cause Analysis (RCA) for recurring high-impact incidents, reducing service disruptions. Coordinated with Incident, Change, and Service Operations teams to implement long-term fixes and preventive actions.Created and maintained Known Error Database (KEDB) and documentation for faster incident resolution. Collaborated with clients and technical teams to drive post-incident reviews and continuous improvement initiatives. Handling aging incidents and understanding the reason contributing to the age. Coordinated daily status calls and prepared regular, weekly, and monthly reports on ticket updates and progress using Microsoft Excel and PowerPoint. Identifying changes from an incident and processing the change with the required approvals.
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