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Sai Sowjanya

@saisowjanya

Customer support professional at Infosys who handled critical incidents and customer requests across 24×7 enterprise IT operations.

India

Message

What I'm looking for

I'm seeking an opportunity in customer support or service desk work where I can handle customer queries, incidents, and service requests while supporting SLA compliance and service quality.

At Infosys, I provided customer support through chat, email, and phone, and managed incidents and service requests using ServiceNow.

I handled critical P1 and high-priority P2 incidents, including VPN outages, email disruptions, infrastructure availability issues, and user-impacting service outages, while working to meet SLAs.

My work covered Incident Management, Service Requests, Change Management, and Problem Management in a 24×7 enterprise environment aligned with ITIL processes. I also monitored tickets, documented resolutions, and followed up through closure.

I hold an ITIL Foundation (V4) certificate and a B.S.C in Computer Science from CBR Degree College.

Experience

Work history, roles, and key accomplishments

Engineer (Customer Support)

Infosys

Sep 2019 - Dec 2024 (5 years 3 months)

Provided customer support through chat, email, and phone channels, ensuring positive customer experience. Managed incidents and service requests using ServiceNow, resolved issues within SLAs, and collaborated with internal teams for quick resolution.

Incident Management ServiceNow ITIL

Customer Support