AthiraRaveendran921

Results-driven IT Support professional with over 5 years of experience in technical support, incident management, and root cause analysis across NOC, cloud infrastructure, and software asset management. Proven ability to resolve issues within SLA timelines, own incidents end-to-end, and manage escalations using ITSM tools such as ServiceNow. Recognized for strong troubleshooting, clear documentation, and cross-functional collaboration that consistently sustain high system availability and customer satisfaction.

Technical Support / NOC Engineer at IBS Software (2025-01 – 2026-03)

• Monitored network, server, and cloud infrastructure using AWS CloudWatch, Grafana, and Pingdom, proactively detecting and resolving faults before they impacted end users.
• Maintained strong SLA compliance by responding to and resolving incidents within defined timelines, sustaining high system availability.
• Performed root cause analysis on recurring incidents, reducing repeat tickets and escalating critical issues to engineering teams for permanent resolution.
• Owned incident tickets end-to-end in ServiceNow, delivering prompt, accurate status updates to stakeholders through to closure.
• Authored knowledge-base articles and troubleshooting guides, improving first-contact resolution and accelerating new-team-member onboarding.

Software Asset Management Analyst at U.ST (2022-04 – 2024-10)

• Managed software asset databases and service requests across multiple business units using ServiceNow and Snow License Manager.
• Conducted software compliance audits that identified and mitigated licensing risks, strengthening audit readiness.
• Delivered optimization recommendations and cost-saving initiatives that reduced overall software licensing spend.
• Developed and implemented SAM policies and governance frameworks, standardizing processes across teams.
• Partnered with vendors and internal stakeholders to resolve compliance issues and improve recurring workflows.

NOC Engineer at U.ST (2021-01 – 2022-03)

• Monitored AWS cloud infrastructure on a 24x7 basis for availability, performance, and operational stability using AWS CloudWatch.
• Detected and triaged incidents in real time, escalating with detailed diagnostics to minimize downtime.
• Identified and resolved performance bottlenecks across servers, applications, and critical services.

B.Tech in Electronics and Communication Engineering – Kannur University (2013 – 2016)

Diploma in Electronics and Instrumentation – Board of Technical Education (2010 – 2013)