Sarthak Srivastava

About Sarthak Srivastava

I am a Support Analyst with experience supporting enterprise-level systems in a technology-focused, professional services environment. Since September 2024, I have been working on the Kingfisher project, where I provide comprehensive product and user support (80%) along with project and enhancement support (20%) across both production and non-production environments.In my role, I have developed and continue to build deep functional knowledge of supported products, particularly Product Information Management (PIM) platforms such as Stibo MDM, Syndigo MDM, and OpenText DAM, including their integrations with firm and network systems. I have handled and resolved ServiceNow tickets, analyzing user-reported issues across multiple support channels while consistently adhering to SLA timelines, response standards, and quality benchmarks.A core part of my responsibilities includes validating user-supplied data, resolving data-related errors during entity creation, and uploading accurate and compliant data into enterprise systems using established governance and operational processes. I collaborate closely with cross-functional specialists, L3 teams, and stakeholders to resolve complex issues and maintain system stability. I also actively identify recurring issues and support trends, escalating insights to team managers to support root cause analysis and continuous service improvement.In addition to day-to-day support, I contribute to ongoing project support activities, including testing new product features and enhancements, supporting non-production validations, and creating and maintaining functional and support documentation in collaboration with ETA and other teams. I am also involved in initiatives to migrate legacy on-premise systems to SaaS platforms, helping improve scalability, performance, and operational efficiency.My experience includes working with IT service management tools such as ServiceNow, document management and workflow systems like SharePoint Online (SPO), and productivity tools including MS Office and Google Workspace. I am comfortable analyzing patterns and trends and have exposure to data visualization tools such as Power BI. I operate within ITIL-aligned incident, problem, and change management processes, ensuring structured and compliant service delivery.Overall, I bring a strong combination of production support expertise, non-production testing experience, and hands-on business analysis skills, enabling me to effectively support complex, large-scale enterprise environments.

Experience

1. System Engineer

   Tata Consultancy Services

   Jul 2024 — Present · Kolkata, IN

Education

• Institute of Engineering and Technology

  Btech, Civil