Sooraj Sukumaran
ITSM|ITIL|Servicenow Administrator|Servicenow Developer|Azure certified
- Role
- Senior System Engineer at Cognizant
- Location
- Idukki, KL, IN
- LinkedIn followers
- 500 followers
About Sooraj Sukumaran
A BCA graduate currently working as Programmer at Cognizant and an MCA aspirant. Learning new emerging technologies and trying the level best to excel in career
Experience
Senior System Engineer
Oct 2023 — Present · Kochi, IN
Ticket Reporting and SLA Management- Monitored ticket aging and SLA breaches to ensure timely resolution and compliance with service agreements. Generated comprehensive reports on ticket statuses, SLA compliance, and other key performance metrics to identify areas for improvement.Audits and Compliance- Conducted monthly audits of tickets to ensure adherence to established processes and identify any discrepancies or areas for enhancement- Implemented corrective actions based on audit findings to maintain high standards of service delivery.Site Migration and Bug Testing- Tested migrated sites for bugs, ensuring smooth transitions and minimizing disruptions to service- Collaborated with development teams to identify and fix issues, enhancing system stability and user experience.ITIL and ITSM Process Implementation- Carried out ITIL and ITSM processes and frameworks across the organization to standardize service management practices- Facilitated training sessions and workshops to educate staff on ITIL/ITSM best practices and ensure consistent application of processes.Incident, Problem, and Change Management- Managed the lifecycle of incidents, problems, and changes to minimize impact on business operations- Utilized ITIL methodologies to investigate root causes, implement preventative measures, and improve overall service reliability.Stakeholder Collaboration- Collaborated with various stakeholders, including business units, development teams, and external vendors, to ensure alignment of IT services with business needs- Provided regular updates and reports to senior management on IT service performance and improvement initiatives.
Education
Indira Gandhi National Open University
Master of Computer Applications - MCA
Marian College, Kuttikanam P.O. Peermade- 685 531
BCA, Computer Science
St.George's Higher Secondary School Kattappana
Computer Science
Mahatma Gandhi University
Bachelors of computer applications
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