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Suruchi Tiwary

@suruchitiwary

IT Analyst with 3.10 years driving incident management, troubleshooting, and reliable data/app performance at enterprise scale.

India

Message

What I'm looking for

I’m looking for an IT operations or application support role where I can own incident management with strong SLA focus, troubleshoot complex issues using SQL and ITSM tools, collaborate with teams, and continuously improve reliability through automation.

I’m an IT Analyst with 3.10 years of experience focused on monitoring, troubleshooting, and optimizing data and applications to deliver better performance. In my Orion End User Support work, I support Comcast’s commercial customer services across enterprise, mid-market, and SMB segments while maintaining strong SLA adherence through disciplined incident management and triage.

I’m hands-on with SQL-driven issue investigation, plus tools like JIRA, BMC Remedy, and ServiceNow to respond quickly, investigate root causes, and drive timely resolution. I also support technical down-time scenarios, manage triage activities with teams, track and review defects (including escalation via ALM Octane), and partner with development and business users to verify and test functionality changes—always aiming for continuous improvement and automation.

Experience

Work history, roles, and key accomplishments

IT Analyst

Tata Consultancy Services

May 2021 - Mar 2025 (3 years 10 months)

Provided Orion end-user support for Comcast commercial customer services, managing incidents and service requests with SLA adherence. Performed initial triage and troubleshooting, investigated root causes, tracked defects, and supported business-critical voice and data application systems.

SQL Jira ServiceNow VMWare Incident Management SLA Management Root Cause Analysis Log Analysis