priyanka pinky
@priyankapinky
Production support and incident management professional specializing in ServiceNow, SLA-focused L1/L2 application support.
IndiaWhat I'm looking for
I’m a results-driven Production Support and Incident Management professional with 4.5+ years of experience in L1/L2 Application Support, incident resolution, ITSM operations, and enterprise environments. I manage end-to-end incidents for business-critical applications, using ServiceNow to triage, troubleshoot, and restore service quickly while staying tightly aligned to SLA commitments.
Across my roles with Genpact and Cognizant, I’ve strengthened production stability through application monitoring, log analysis, SQL validation for issue investigation, and Root Cause Analysis (RCA). I also support production releases, change management, and Problem/Service continuity using ITIL best practices—always focused on timely resolution and measurable SLA/KPI performance.
Experience
Work history, roles, and key accomplishments
Process Associate – Technical Support
Genpact India Pvt. Ltd.
Feb 2023 - Present (3 years 4 months)
Managed end-to-end incident management for business-critical applications, handling L1/L2 tickets in ServiceNow with SLA-compliant resolution, troubleshooting, and RCA. Supported production releases and monitoring to maintain application stability.
Application Support Analyst
Cognizant Technology Solutions
Jul 2020 - Apr 2022 (1 year 9 months)
Provided application and production support for a pharmaceutical client by managing incidents and requests in ServiceNow and performing troubleshooting with SQL-based investigation. Supported change management and production stabilization to reduce disruption.
Education
Degrees, certifications, and relevant coursework
Koneru Lakshmaiah Education Foundation
Bachelor of Computer Applications, Cloud Computing & Information Security
Earned a Bachelor of Computer Applications in Cloud Computing & Information Security at Koneru Lakshmaiah Education Foundation.
Sri Chaitanya Junior College
Intermediate, MPC
2014 - 2016
Grade: 65%
Completed Intermediate (MPC) with 65% from Sri Chaitanya Junior College (2014–2016).
KC Public School
Secondary School Certificate (SSC), SSC
Grade: 6.2 CGPA
Completed SSC at KC Public School, scoring 6.2 CGPA.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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