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Valarmathi Devaraj

@valarmathidevaraj

Message

I coordinate critical IT incidents and Windows infrastructure support to restore services within SLA.

United States

Message

What I'm looking for

I'm seeking challenging IT service management and infrastructure support work in a team-oriented environment that values continuous improvement, career advancement, and meaningful contributions to service restoration and operational reliability.

At NJM Insurance, I coordinate incident resolution, manage ServiceNow queues, and work with multiple teams to restore complex infrastructure services within SLA. I maintain clear customer communication, documentation, problem lifecycles, and 24/7 on-call support.

I've supported production environments for JPMorgan Chase, Bank of America, IBM Network Solutions, and Dell Perot Systems, handling L2/L3 application and Windows server issues, root cause analysis, change management, Active Directory, and monitoring through Splunk and Wily Introscope. My work includes leading bridge calls, improving ITIL processes, managing high-severity incidents, and supporting server operations across global teams.

Experience

Work history, roles, and key accomplishments

Current

Incident Coordinator

Current

NJM Insurance

Dec 2019 - Present (6 years 8 months)

Perform ticket analysis, service interruption analysis, and follow-up with relevant teams for resolution. Manage the lifecycle of problems to prevent incidents and minimize impact.

ServiceNow Incident Management Problem Management SLA Management Queue Management Customer Support

Application Support Analyst

Collabera

Feb 2016 - Sep 2016 (7 months)

Respond to application alerts and issues, providing Level-2 troubleshooting for applications and infrastructure within benchmarked SLAs. Collaborate with Level-3 teams for additional support and drive root cause analysis.

Splunk Microsoft Control Tool Keynote Incident Management Root Cause Analysis Production Support

Senior System Engineer

Bank of America

Sep 2010 - Nov 2011 (1 year 2 months)

Provided L3 support for incidents, service requests, and changes, including RCA for Severity 1 and 2 incidents. Managed Group Policy Objects and participated in security patching and server decommissioning.

ServiceNow Maximo ITIL Incident Management Change Management Group Policy Active Directory NTFS Permissions

Technical Support Executive

IBM

Jun 2010 - Aug 2010 (2 months)

Provided support for Active Directory Services, GPOs, and DFS. Installed and configured IIS, DHCP, DNS, and FTP on Windows Server 2003.

Active Directory GPO DFS IIS DHCP DNS FTP

System Administration

Dell Perot Systems

May 2008 - Mar 2010 (1 year 10 months)

Managed TSM backup and restoration, service packs, and security patches. Provided remote support and monitored servers for critical errors, handling ticket management and problem escalation.