ASHITHA SHIBU
Suppot Engineer
Singapore
Summary
Dedicated Incident Manager with 4+ years of experience in IT service management, driving efficient incident resolution, helpdesk support and improving service quality. Proven track record of reducing downtime and increasing customer satisfaction. Adept at multitasking and collaborating seamlessly within teams to ensure project success. Committed to ongoing professional development and keeping abreast of industry advancements to drive organizational growth and productivity.
Overview
5
5
years of professional experience
3
3
Certification
Work History
Incident Manager / Production Support / Team Lead
Wipro Limited
06.2020 - 06.2024
- Supported internal and external Power BI application at L2 and L3 levels.
- Exhibited high proficiency with ServiceNow by efficiently handling incident management and service request processes.
- Acquired extensive experience handling service desk issues.
- Enhanced team productivity and client satisfaction through the development of knowledge base documents.
- Spearheaded ticketing system management to guarantee timely resolution of support requests in line with SLAs, ensuring client satisfaction.
- Managed an analytics team to drive performance.
- Mentored and coached team to improve their efficiency, creativity, and quality of work.
- As a lead managing - Team/shift management, backup resource plan, on-call availability, conducting trainings, connect with stakeholders / vendors.
- Supervised and coordinated activities within team.
- Implemented preventative measures by analyzing incident trends and working closely with the IT team to address vulnerabilities.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Played a key role in maintaining business continuity during high-impact incidents by quickly identifying root causes and implementing effective recovery strategies.
QA Test Engineer
Wipro Limited
08.2019 - 04.2020
- Facilitated effective communication between QA team members, developers, product managers, and stakeholders to ensure alignment on project goals and milestones.
- Improved team efficiency by collaborating with developers to review and refine code throughout the development process.
- Developed reusable test scripts using scripting languages, reducing manual testing efforts significantly over multiple projects.
- Adhered to agile methodologies in a fast-paced development environment, delivering high-quality software releases with an accelerated timetomarket.
Education
MTech - Software Systems
BITS-PILANI University
India 01.2023
BSc. - Computer Science
Calicut University
Kerala 01.2019
Skills
- ServiceNow
- Power BI
- Incident management
- Team management
- Helpdesk support
- Incident/SR management
- Client Relationship management
- ITIL, ITSM and ITOM processes
- Java
- Knowledge base management
- Selenium
- CCNA
- Security
Accomplishments
- Promoted from Junior Engineer to Senior Project Engineer role, 2023
- Received award for Outstanding Team Work, 2022
- Achieved client appreciation by completing major tasks with accuracy and efficiency, 2021
Referrals
- Reeshma VR, Sr. Project Engineer, Wipro Technologies, reeshma.r29@wipro.com, +91-8197308158
- Sharanya PV, Sr. Project Engineer, Wipro Technologies, sharanya.v35@wipro.com, +91-8590012384
- Stephy Thomas, Senior QA Test Engineer, WiproTechnologies, stephy.thomas@wipro.com, +91-70347 65057
Pass
LTVP with PLOC (M0321848U)
Personal Information
- Available: 1 week
- Date of Birth: 04/30/98
- Nationality: Indian
Certification
- Diploma in CCNA (Routing & Switching)
- Security+
- Jmeter
Timeline
Incident Manager / Production Support / Team Lead
Wipro Limited
06.2020 - 06.2024
QA Test Engineer
Wipro Limited
08.2019 - 04.2020
- Diploma in CCNA (Routing & Switching)
- Security+
- Jmeter
MTech - Software Systems
BITS-PILANI University
BSc. - Computer Science
Calicut University
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