At Cognizant Technology Solutions, I handle critical incidents across business-critical systems in a 24x7 application support environment. I lead L1/L2 triage, investigate root causes, and coordinate with teams to restore service.
I document investigations and resolution steps in ServiceNow and maintain incident response playbooks aligned with ITIL processes. My work has achieved 95%+ SLA compliance, with 90% of incidents resolved independently, and reduced ticket backlog by 25% and repeat incidents by 20%.
