Madireddi Manasa

MM

Looking for a job

Madireddi Manasa

@madireddimanasa

Application Support Engineer at NTT DATA, supporting CITI’s File Event Monitoring portal and ServiceNow incident management.

At NTT DATA Information Processing Solutions, I supported CITI’s secure intranet portal for File Event Monitoring, monitoring file integrity and change-event reconciliation to support change-management processes.

I handled L1 incidents, service requests, and change requests; monitored SLAs and ticket queues; and escalated unresolved issues to L2 teams. I also performed dashboard and portal health checks, followed up on RCA actions, and supported users through chat, calls, and email.

Experience

Work history, roles, and key accomplishments

NS

Systems Administration Senior Associate

NTT DATA Information Processing Solutions

Jun 2022 - Sep 2023 (1 year 3 months)

Provided L1 application support for a secure intranet portal, handling incidents, service requests, and change requests within SLAs. Monitored ticket queues, escalated issues to L2, and performed daily dashboard and health checks.

ServiceNow Incident Management ITSM Jira SQL Helpmate Autosys SLA Monitoring Ticket Prioritization Troubleshooting Production Support Escalation Management RCA FCR Customer Support

Education

Degrees, certifications, and relevant coursework

SU

Sri Krishna Devaraya University

Master of Commerce, Commerce

Completed a Master of Commerce (M.Com) degree from Sri Krishna Devaraya University in 2019.

Tech stack

Software and tools used professionally

Jira

SQL

Availability

Looking for a job

Location

India

Authorized to work in

Salary expectations

140k+ INR

Job categories

Application Support Engineer Senior Systems Administrator

Skills

Application Support ServiceNow (SNOW) Incident Management IT Service Management Incident Management Service Request Management Change Request Management (CHARM)SLA Monitoring Ticket Prioritization Production Support Troubleshooting Ticket Queue Monitoring Dashboard Monitoring Escalation Management L2 L3 Coordination Root Cause Follow Up

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