# Niranjaneeswar Reddy C - Information Systems Consultant | Production Support & Cloud Operations Specialist
Source: https://hello.cv/niranjaneswar
Bangalore

## Work
### Information system consultant 1 | LUMEN IT INDIA PVT LTD
responsible for both investigating technical issues and coordinating with cross-functional teams. I analyzed incident trends and identified that root cause investigations were often slowed by lack of clear ownership and delayed escalation.

Actions Taken:

I took ownership of the ticket triage process, implemented a clear escalation matrix, and proactively communicated progress to both customers and internal stakeholders.

I established regular review meetings to address knowledge gaps and created troubleshooting documentation for recurring issues.

Through collaboration, I streamlined communication channels and ensured that critical incidents received expedited attention.

Impact:

The average resolution time for high-priority incidents was reduced significantly.

First Contact Resolution rates improved as team members became better equipped to handle known problem scenarios.

Customer satisfaction scores increased, and contractual SLAs were consistently met or exceeded.

## About
Highly skilled IT professional with 3.5+ years of experience in ServiceNow, production support, and cloud services, specializing in systems optimization and incident resolution. Proven expertise in managing high-volume tickets with 98% SLA compliance and boosting system performance by 30% through proactive tuning and automation. Adept at implementing robust access controls, streamlining IT workflows, and leveraging technologies like Kafka, Splunk, and AWS to ensure seamless operations and drive efficiency.

## Education
### SIDDHARTH INSTITUTE OF ENGINEERING AND TECHNOLOGY | Technology
https://

## Awards
### Team Player Award
Lumen IT India Pvt Ltd | 2024-11-14
Acknowledged for dedication, strong collaboration, and teamwork excellence within the organization.
### Spot Awards
Lumen IT India Pvt Ltd | 2024-05-01
Recognized for outstanding proactive ticket handling and being a positive team player, demonstrating exceptional client handling and customer service.
### Top Performer
Lumen IT India Pvt Ltd | 2024-05-01
Acknowledged for closing high volumes of tickets with consistent 5-star customer ratings, contributing significantly to team satisfaction and successful delivery.

## Skills
### Middleware & Messaging
- Confluent Kafka
- Tibco
- Rancher
### Production Support
- Root Cause Analysis
- Performance Tuning
- System Monitoring
- User Provisioning
- Credential Management
### Testing
- Manual Testing
- Automated Testing
- Regression Testing
- Functional Testing
- ACCELQ
### Collaboration & Process Improvement
- Stakeholder Engagement
- Cross-Team Coordination
- Ticket Backlog Reduction
- Process Automation
- Jira
### IT Service Management
- ServiceNow
- Incident Management
- Change Management
- ITSM
### Automation & Scripting
- Python
- Workflow Automation
- JavaScript
### Cloud Platforms
- AWS (EC2, S3, IAM)
- Cloud Monitoring
- Rancher
### Data Analysis & Logging
- Splunk
- Log Analysis
- SQL
- NoSQL
- Confluent Kafka
- AppDynamics
- Oracle
- MySQL
### Deployment & Release Management
- Release Deployments
- Patching
- LDAP

## Projects
### Workflow management
Commitment towards the project to fix the normal incident tickets within SLA. Meeting with DEV team for RCA discussion and asking them to raise defect for unresolved issues. clearing the repetitive issues to reduce the user issues proactively Resolving the trouble tickets by analyzing the problem from end – to – end and correcting the wrong data . Using APIs for error resolution, correcting the corrupted data and resubmitting the order which was cleansed in the system using SOAP – UI tool. working on KAFKA issues with synchronize the status with other systems

## Source
Read this profile on Hello.cv: https://hello.cv/niranjaneswar
Create your free profile at https://hello.cv