# Sai Sowjanya

Sai Sowjanya is a remote worker on Himalayas, Engineer (Customer Support) at Infosys, based in India.

Source: https://himalayas.app/@saisowjanya

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 557k+ INR |
| Job categories | IT Service Desk Professional, Service Desk Analyst, Incident Management Analyst |
| Skills | Customer Support, Service Desk, Incident Management, IT Service Management, ITIL, Service Request Management, Change Management, Problem Management, SLA Management, Incident Triage, Escalation Support, Ticket Management, Live Chat, Email Support, Phone Support |

## What I'm looking for

```text
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.
```

## About

```text
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

### Engineer (Customer Support)

[Infosys](https://himalayas.app/companies/infosys-limited). Sep 2019 - Dec 2024

```text
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.
```

Skills: Incident-Management, ServiceNow, ITIL, Customer-Support, Live-Chat, Email-Support, Phone-Support, SLA-Compliance, Problem-Management, Escalation-Support, Time-Management, Analytical-Skills, Communication-Skills, Teamwork

## Education

### CBR Degree College

Bachelor of Science, Computer Science. 2016 - 2019. Grade: 9.2 CGPA

```text
Pursued a Bachelor of Science in Computer Science, achieving a CGPA of 9.2.
```

### AXELOS

ITIL Foundation (V4), IT Service Management

```text
Certified in ITIL Foundation (V4).
```

## Tech stack

- C
- ServiceNow

To contact Sai, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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