Paruchuri Narayana Swami
Service Management Lead Itil Service Management (Incident & Problem Management) @Cognizant
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WORK HISTORY
Service Management Lead Itil Service Management (Incident & Problem Management) @Cognizant
Hyderabad, IN
Product Owner – Incident & Problem Management (ServiceNow Platform)Own and evolve Incident and Problem Management processes within ServiceNow, ensuring alignment with ITIL best practices.Design, document, and optimize workflows to meet evolving business and operational needs.Gather and prioritize enhancement requirements from stakeholders and service owners.Collaborate with IS teams, platform admins, and service owners to improve service restoration and root cause analysis.Monitor and report KPIs, SLAs, and trends to drive data-informed decisions.Lead governance reviews, audits, and compliance initiatives to ensure policy alignment.Develop and maintain process documentation, training content, and knowledge articles.Act as a subject matter expert and support change management for process/tool updates.Promote global standardization and best practice adoption across teams.Major Incident ManagementLead end-to-end coordination of high-impact incidents, ensuring rapid resolution and service continuity.Initiate and manage technical bridges, mobilize cross-functional teams, and deliver timely stakeholder updates.Conduct post-incident reviews and document timelines, decisions, and outcomes.Ensure SLA compliance and maintain readiness through simulations and training.Collaborate with Change and Problem Management to strengthen service resilience.Problem ManagementManage the full problem lifecycle: identification, investigation, resolution, and closure.Facilitate RCA sessions and maintain the Known Error Database (KEDB).Analyze incident trends to proactively identify and resolve systemic issues.Document workarounds and solutions; drive automation and process improvements.Conduct training sessions to enhance team capability and response effectiveness.Communicate progress and resolutions clearly to business and technical stakeholders
EDUCATION
Brindavan Institute of Technology and Science
Bachelor of Technology (BTech), Electronic and Communications Engineering
JAWAHAR NAVODAYA VIDYALAYA
X AND XII, x and XII
ABOUT PARUCHURI NARAYANA SWAMI
A dynamic ITIL certified professional with 13 years of extensive experience in IT service…
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