THAKSHITHA S
Dubai,UAE
Summary
IT professional with extensive experience in L1/L2 support for business applications, specializing in ITIL-compliant incident and change management using ServiceNow and Jira. Proven track record of coordinating with development and infrastructure teams to ensure timely releases and fixes, along with creating RCA reports to address recurring issues. Expertise in user administration, access control, and executing AWS IAM tasks, including key rotations and access certifications. Focused on enhancing operational efficiency through comprehensive documentation and training, while supporting change initiatives across various business units.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
ITIL Support – Argus PV Tool
AstraZeneca
Chennai
09.2021 - 11.2025
- ITIL Framework (Incident, Problem, Change, Request Fulfillment)
- Service Desk Operations
- Application Support (L1/L2)
- SLA / KPI Monitoring
- ServiceNow, Jira, ManageEngine
- Root Cause Analysis (RCA)
- Windows, macOS, Mobile Support
- Basic SQL & API Knowledge
- Managed Argus incident and problem tickets via ServiceNow
- Led root cause analysis and knowledge article creation for repeated safety issues
- Executed AWS IAM tasks like key rotations, access certifications, and SOD validation
- Provided L1/L2 IT support and Jira-based ticket triage
- Created training decks and onboarding material for support and end users
- Carried out day-to-day duties accurately and efficiently.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Worked flexible hours, covering nights, weekends and bank holidays.
- Offered friendly, efficient customer service and handled challenging situations with ease.
- Increased customer satisfaction by resolving issues.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
Education
Bachelor of Engineering - Computer Science
Sri Shakthi Institute of Engineering and Technology
Coimbatore 09.2017 - 06.2021
Skills
- ITIL Framework (Incident, Problem, Change, Request Fulfillment)
- Service Desk Operations
- Application Support (L1/L2)
- SLA / KPI Monitoring
- ServiceNow, Jira, ManageEngine
- Root Cause Analysis (RCA)
- Windows, macOS, Mobile Support
- Basic SQL & API Knowledge
- Jenkins usage
- Monitoring systems
Certification
- ITIL V4 – Coursera
- ServiceNow Fundamentals – Udemy
- AWS could practitioner - Udemy
Declaration
I hereby declare that the above information is true to the best of my knowledge.
Timeline
ITIL Support – Argus PV Tool
AstraZeneca
09.2021 - 11.2025
Bachelor of Engineering - Computer Science
Sri Shakthi Institute of Engineering and Technology
09.2017 - 06.2021