Bhoomika Bheemaraj

Experienced IT professional with 4.9 years of experience in Incident Management, Major Incident Coordination, ITSM Operations, and IAM support. Skilled in handling high-priority incidents, outage management, stakeholder communication, escalation coordination, and SLA-driven service delivery in global support environments. Strong exposure to ServiceNow, ITIL processes, Problem Management, Change Management, and cross-functional coordination with technical teams.

Proven ability to work in high-pressure situations, lead bridge calls, manage business communications, and support service restoration activities for enterprise clients.

System Engineer - CGI

(2022-02)

• Managed critical and high-priority incidents while ensuring adherence to SLA targets and minimizing business impact.
• Coordinated incident bridge calls with technical teams, stakeholders, and support groups during service outages.
• Performed incident triage, prioritization, escalation, and tracking until service restoration.
• Supported Major Incident Management activities by coordinating with cross-functional teams and ensuring timely updates to stakeholders.
• Conducted impact assessments and assisted in outage communication management.
• Worked closely with Problem Management teams to perform Root Cause Analysis (RCA) and reduce recurring incidents.
• Participated in Change Management activities including CAB/TAB discussions, risk assessments, and implementation tracking.
• Prepared daily operational reports, incident summaries, and service status updates for management.
• Collaborated with global support teams in fast-paced operational environments.
• Contributed to continuous service improvement initiatives by identifying process gaps and operational improvements.

System Engineer - CGI

(2022-02)

• Provided support for enterprise IT operations and user access management activities.
• Administered Okta for user provisioning, access management, and MFA support.
• Managed integration activities between Okta and Active Directory for identity synchronization.
• Supported onboarding and offboarding activities while ensuring compliance with organizational policies.
• Handled escalated user issues related to Microsoft 365, Outlook, Teams, login access, and software installations.
• Worked as a Subject Matter Expert (SME) for Service Desk teams and guided L1 engineers during critical incidents.
• Assisted in service restoration activities during priority incidents and coordinated with internal support teams.
• Maintained accurate incident documentation and ensured proper ticket categorization and closure.

Service Desk Engineer - Outworx

(2021-07 - 2022-02)

• Resolved 30+ incidents per day while consistently meeting SLA targets.
• Logged, categorized, prioritized, and escalated incidents in accordance with ITIL standards.
• Provided L1 support for Microsoft 365, login issues, Active Directory, and access-related incidents.
• Coordinated with L2/L3 teams for critical issue resolution and ensured proper communication flow.
• Performed password resets, account unlocks, and access management tasks using Active Directory.
• Assisted users with software installation, Outlook support, and system troubleshooting.
• Maintained detailed ticket documentation and ensured timely incident resolution.
• Improved customer satisfaction through effective issue handling and communication.

Bachelor of Engineering - Information Science - Rajeev Institute of Technology, Hassan (2020)

Pre-University Course - PCMB - Sujala PU College, Hassan (2014)

SSLC - Karnataka Board (2012)