Madhu Babu Chithrala
ServiceNow Engineer
About
Madhu Babu Chithrala is an ITIL-aligned Incident & Problem Management Specialist and ServiceNow Support Engineer. With 3.9 years of experience at Tata Consultancy Services (TCS), he possesses demonstrated expertise in end-to-end incident handling, major incident management, root cause analysis, and SLA management. He is adept at facilitating technical bridge calls, managing crisis communications, and spearheading problem records to identify and coordinate permanent fixes for recurring outages. He is seeking roles that leverage his comprehensive ITSM and ServiceNow platform skills.
Experience
ServiceNow Support & Incident / Problem Management Engineer (L1/L2/L3)
Jul 2022 – Present · 4 yrs 4 mosTata Consultancy Services (TCS)
- Managed end-to-end incident handling (L1/L2/L3) in ServiceNow, ensuring 98%+ SLA compliance.
- Facilitated high-severity outage bridge calls with multi-disciplinary teams.
- Managed crisis communications and issued executive flash updates.
Skills
ServiceNow Platform
ITSM & Service Management
Languages
Education & Certifications
B.Tech
DR.SGIT Markapuram (JNTU Kakinada University) · 2021
Diploma
SVCM Polytechnic College, Badvel · 2018
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