Vikas Tiwari
@vikastiwari1
ServiceNow Administrator and L2 Production Support Engineer delivering reliable ITSM operations for banking and telecom.
IndiaWhat I'm looking for
I’m a ServiceNow Administrator & Production Support Engineer with 4+ years of experience in ServiceNow Administration, Application Support, Incident Management, and Production Support across Banking and Telecom domains. I manage ServiceNow ITSM modules (Incident, Change, Problem, Service Request), handle User & Role Management, and build/maintain Update Sets, UI Policies, and Reports & Dashboards.
In production, I provide L2 support in 24x7 environments—monitoring application health, CPU/memory usage, and batch jobs, while coordinating with development, infrastructure, and database teams to resolve issues fast. I perform deployment and rollback using Jenkins and CLI tools, troubleshoot Linux/Unix server problems, monitor alerts via Nagios, and prepare RCA documents for recurring incidents.
Experience
Work history, roles, and key accomplishments
ServiceNow Admin & Support
Cognizant Technology Solutions
May 2023 - Present (3 years 1 month)
Managed ServiceNow ITSM modules including incident, change, problem, and service request processes, and handled user/role access administration. Provided L2 24x7 production support with monitoring, deployment/rollback via Jenkins/CLI, Linux troubleshooting, Nagios alert handling, and RCA documentation.
Support Engineer
DG Future Tech
Feb 2023 - May 2023 (3 months)
Monitored server performance, databases, CPU utilization, and batch jobs, and handled incident monitoring and ticket processing activities. Coordinated with development teams to resolve issues and ensured application availability using communication tools like Slack and SaaS platforms.
ServiceNow Admin & Siebel Support
Softenger
Sep 2020 - Jun 2022 (1 year 9 months)
Administered ServiceNow incident, change, and service request workflows, including user and access management. Supported Siebel server operations with production incident handling, log monitoring, health checks/restarts, Jenkins/CLI deployment and rollback, and rotational 24x7 production support.
Education
Degrees, certifications, and relevant coursework
P.D.E.A’s B.R. Gholap College
Bachelor's Degree
Earned a bachelor’s degree from P.D.E.A’s B.R. Gholap College in Pune, graduating in 2018.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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