shiva kumar

• I have 9+ Years of Experience.
• Currently I’m working as Info Technology Analyst at NTT DATA Global Delivery Services (P) Ltd, Chennai from May 2015 to till now.

• Proficient in ITSM tool administration and management, ServiceNow, BMC Remedy tool.
• Ensure request, incident, problem, and change records are accurate and complete, from creation to closure
• Assist in creating and maintaining IT operational workflows, knowledge documents, reports, portal content, and communications to IT and business customers
• Facilitate major incident conference bridges, accurately identifying and logging attendees, timelines and troubleshooting steps taken.
• Collecting the team's Cause and Improvement Plan for the DSAT Comments.
• Building dashboards and reporting in the Service Now tool in accordance with customer and manager needs.
• Daily monitoring of end-user CSAT and DSAT remarks.
• Random auditing is done and for requests that have been on hold for more than a week.
• Manage weekly and monthly Incident and Problem review meetings and provide data metrics to Leadership 
• Generating the Unassigned case report and sending across to all SBG’s in the team.
• Sending to manager and customers a Daily Burn Summary Report that includes all newly created, closed, and open tickets.
• Generating the Aging Cases Report and requesting the team's status on the ticket's closure.
• Keeping track of the SLA Time remaining for each ticket and sending team reminder emails.
• Availability out of business hours to respond to service support queries - operating within a wider support network 

• Guru Nanak College under University of Madras - Chennai, TN

Bachelor of Commerce – Accounting & Finance, 2009 – 2012