Desired Job Title
Application Support Engineer (Associate)Instructional DesignerSenior ExecutiveSenior Customer Support AssociateWork Type
Full TimeLocation Preference
RemoteOn-SiteHybridLocation: Chennai, TN
Open to relocation: No
Open To Work
Verified
This profile is verified using an email address.
SHRIDEVI M
Chennai
Work Preference
Summary
Results-driven Application Support Engineer with extensive expertise in ServiceNow administration, ITSM tools, and comprehensive application monitoring. Proficient in managing critical incidents and collaborating with cross-functional teams to deliver robust technical solutions, ensuring seamless platform upgrades, patching, and post-change sanity checks. Skilled in coordinating vendor interactions through effective case management, follow-up, and driving closure with thorough root cause analysis and solution tracking. Committed to optimizing system performance and reliability through proactive problem-solving and strategic planning.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Application Support Engineer (Associate)
DTCC
01.2023 - Current
- Administer and maintain ServiceNow instances and support ITSM modules (Incident, Problem, Change).
- Support ServiceNow platform upgrades/patching and deployment readiness activities; execute post-change sanity checks and validations.
- Perform cloning activities (pre-clone/post-clone), including environment readiness checks and restoring required settings.
- Support MID server setup and upgrades across environments and validate integrations/connectivity after changes.
- Support BPM, ITP and Blue Prism applications in DTCC alongside ServiceNow platform support.
- Coordinate with vendors by creating cases, sharing evidence, participating in calls, and following through to resolution.
- Work on root cause analysis and solution tracking by documenting issue timelines and driving closure.
Instructional Designer
Technibits Solutions
01.2021 - 01.2023
- Supported LMS and ServiceNow tools; provided access to users and handled end-user queries.
- Coordinated with Product Owners and Development teams for user enablement and issue resolution.
- Monitored applications, performed health checks, and supported product rollouts and training material creation.
Senior Executive
SPi Technologies Pvt Ltd
01.2016 - 01.2019
- Provided 24/7 support for web and client-based applications; worked as a ServiceNow admin.
- Diagnosed user issues, delivered solutions, and supported Incident/Problem/Change management (ITIL).
- Resolved BAU tickets within SLA; analyzed issue patterns using ServiceNow.
- Handled complex incidents, bugs, UAT, and changes; monitored Tier-1 production application job streams.
- Conducted KT sessions for new joiners and collaborated with vendors for release management.
Senior Customer Support Associate
R.R. Donnelley
09.2012 - 06.2015
- Supported and maintained ITSM applications (ServiceNow, Remedy, HP Service Manager).
- Monitored production alerts using SolarWinds; logged and escalated incidents as needed.
- Conducted monthly service review meetings; participated in rollouts, testing, and training material creation.
- Monitored system health across environments; contributed to RCA meetings and coordinated bug fixes with development.
- Managed tickets through closure and communicated with users to investigate and resolve issues.
Education
M.A. - Management
MOP Vaishnav College For Women
05-2012
B.Com -
Quaid E Millet College For Women
05-2010
12th & 10th -
GSPT Girls Higher Secondary School
05-2007
Skills
- ServiceNow Administration (CSA): workflows, forms configuration; Incident/Problem/Change modules
- ITSM tools, platform and process (Incident, Problem, Change, SLA discipline)
- Platform upgrades/patching and release support; post-upgrade validations and sanity checks
- Instance cloning: pre-clone and post-clone activities; environment readiness checks
- MID server setup and upgrades; integration/connectivity validation
- Vendor coordination: case creation, troubleshooting calls, follow-ups, and resolution tracking
Accomplishments
- Represented Club at International level in Rowing (ARAE)
- National Champion in Football, Rowing, and Darts
Certification
- ServiceNow Certified System Administrator (CSA – Xanadu Delta)
- Generative AI for Everyone (Completed)
- Foundational Presentation Skills (Completed)
Timeline
Application Support Engineer (Associate)
DTCC
01.2023 - Current
Instructional Designer
Technibits Solutions
01.2021 - 01.2023
Senior Executive
SPi Technologies Pvt Ltd
01.2016 - 01.2019
Senior Customer Support Associate
R.R. Donnelley
09.2012 - 06.2015
M.A. - Management
MOP Vaishnav College For Women
B.Com -
Quaid E Millet College For Women
12th & 10th -
GSPT Girls Higher Secondary School
ATS KEYWORDS (ServiceNow Admin)
- Now Platform; ServiceNow Administration; System Properties; Roles & Groups; Access Control Lists (ACL); User Administration; Entitlements
- ITIL / ITSM; Incident Management; Problem Management; Change Management; Request Fulfillment; Service Catalog; Knowledge Management
- CMDB; CSDM; Discovery; MID Server; Integration Connectivity Validation
SOFT SKILLS
- Ability to work long hours
- Ability to handle multiple tasks simultaneously
- Analytical thinking & ownership
- Networking & community leadership (unITed pillar)
- Cross functional coordination
DECLARATION
I declare that the above given statements and details are true to my knowledge. Place: Chennai Date