SAI TEJA YENAGANDULA
Hyderabad
Summary
Engineer Trainee at Cognizant Technology Solutions India Pvt. Ltd, adept at leveraging ServiceNow for incident management and documentation.I excel in cross-functional collaboration and communication, enhancing service availability and reducing resolution times. Committed to maintaining high standards in technical support and operational efficiency.
Overview
1
1
year of professional experience
Work History
Engineer Trainee
Cognizant Technology Solutions India Pvt. Ltd
08.2024 - Current
Project-Fortrea Infra SS services
• Effectively handled incident tickets using ServiceNow ticketing tool, ensuring timely resolution and adherence to service level agreements (SLAs) also implemented dashboard to monitor tickets in ServiceNow
• Ensuring high availability and rapid response and addressing potential issues to maintain a high level of service availability.
• Developed and maintained comprehensive documentation and knowledge articles, reducing average issue resolution time and ensured each entry is well-structured and easy to navigate, with accurate and up-to-date information.
• Coordinated with cross-functional teams to manage incidents and escalations
• Ensured timely communication and updates during major incidents
Education
Bachelor of Technology - Computer Science
Sreenidhi Institute of Science And Technology
Hyderabad01-2022
Skills
- Proficient in Incident Management aligned with ITIL best practices
- Efficient ticket handling and resolution using ServiceNow (SNOW) platform
- Familiar with core networking concepts (TCP/IP, DNS, DHCP, etc)
- Exposure to AWS services and cloud environment fundamentals
- knowledge of Windows Server administration
- basic Linux operations
Languages
English
Hindi
Telugu
Timeline
Engineer Trainee
Cognizant Technology Solutions India Pvt. Ltd
08.2024 - Current
Bachelor of Technology - Computer Science
Sreenidhi Institute of Science And Technology
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