Ramya S

About Ramya S

As an Executive at _VOIS, my role orbits around IT Service Management, where I leverage the BMC Remedy Ticketing System to manage incidents, prioritize service requests, and collaborate for swift issue resolutions. Our team adheres to ITIL best practices, ensuring company SLAs and KPIs are met with rigor.Currently pursuing a Master of Computer Applications at SRM University, I integrate academic insights into practical scenarios, enhancing operational efficiency. My competencies extend to handling critical IT operations, and I am committed to maintaining high operational performance standards in a dynamic tech environment.

Experience

1. Executive

   VOIS

   Oct 2022 — Present · Pune, IN

   Managed and triaged system alerts received through monitoring consoles, ensuring timely incident creation and updates to prevent system disruptions.Provided effective resolution and support by handling and prioritizing service requests, including user access requests and standard service issues.Managed escalations for critical incidents, collaborating with higher-level support teams to ensure rapid response and issue resolution.Followed ITIL best practices for Incident Management, Request Fulfillment, and Escalation Management, ensuring adherence to company SLAs and KPIs.Utilized Remedy tool for incident tracking, request fulfillment, and escalation management, ensuring accurate records and clear communication with stakeholders.I manage and resolve FTF (Field Task Force) cases, ensuring timely and efficient solutions to operational issues. I handle system alerts that come through monitoring consoles, create incidents based on those alerts, and ensure they are updated appropriately in the console.Additionally, I am responsible for generating and submitting four critical daily reports. Ensuring that they are delivered accurately and on time to support decision-making and track performance.I also work with Change Requests (CRQs), validating incoming CRQs and performing the necessary steps for their implementation. This includes ensuring that each CRQ is thoroughly processed, in line with established procedures, to minimize disruption and maintain smooth operations.By consistently adhering to SLAs, following best practices, and collaborating with cross-functional teams, I contribute to the smooth execution of day-to-day operations, improving service efficiency and supporting overall business goals.

Education

• SRM IST Chennai

  Bachelor of Science - Bsc, Computer Science

  2018 — 2021

• SRM IST Chennai

  Master of Computer Applications - MCA