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Aparna Mandava

@aparnamandava

Senior Technical Support Engineer at ServiceNow resolving enterprise platform issues and maintaining a 9+ CSAT score.

At ServiceNow, I provide technical support for enterprise platform customers, handling complex backend issues and P1/P2 incidents. I maintain a CSAT score of 9+ every quarter and have received the Llama Award annually during my tenure.

I coordinate customer and escalation calls, work with Development and Product teams on investigations, and support peer learning. Previously, at Infosys, I provided production support for Northern Trust investment-banking applications and supported application operations for Bank of America.

Experience

Work history, roles, and key accomplishments

Current

Senior Technical Support Engineer

Current

ServiceNow

Jun 2022 - Present (4 years 5 months)

Manage an average of 5-6 support cases daily, including critical P1 and P2 incidents, and provide advanced technical support for enterprise ServiceNow Platform customers. Mentor new team members and coordinate shift-control activities to maintain operational continuity.

System Engineer

Infosys

Dec 2017 - May 2022 (4 years 5 months)

Provided production support for investment-banking applications, handling incidents, service requests, change control, job abends, and issue corrections. Coordinated with onshore teams and business stakeholders to clarify requirements and deliver solutions within agreed timelines.