Divya Paluri

To pursue a challenging career in Service Management where I can leverage my expertise in Major Incident Management, Incident, Change/Release, Problem, Service Request/Catalogue, Hardware Asset, and Knowledge Management to ensure service stability, drive continuous improvement, and contribute to organizational growth through high-quality service delivery.

Service Management Officer at Cognizant Technology Solutions (2021-06 – Present)

Manage Major Incidents, govern ITIL processes, configure ServiceNow ITSM workflows, and drive Continuous Service Improvement initiatives

• Manage Major Incidents and critical escalations, ensuring timely resolution, effective communication, and SLA adherence
• Govern ITIL processes including Incident, Change/Release, Problem, Knowledge, and Request Fulfilment Management
• Configure and maintain ServiceNow ITSM workflows, processes, documentation, and reporting
• Prepare and share service performance reports covering SLA/KPI metrics, trends, and ticket volumes with stakeholders
• Participated in process improvement and governance calls, providing inputs to optimize workflows and operational efficiency
• Drive Continuous Service Improvement (CSI) initiatives and support effective resource and performance management
• Lead application transitions from incumbent teams to steady-state L1/L2/L3 support, ensuring operational readiness and service stability
• Consistently recognized by clients and Cognizant leadership for effective management of major incidents
• Resolved high-priority escalations within 2 hours, earning client appreciation for responsiveness and service quality
• Implemented a non-disruptive change management process, ensuring seamless execution without affecting business operations
• Revamped the service portal to simplify request submission and higher user engagement
• Enhanced service request fulfilment efficiency by 50% through process optimization and structured team training
• Supported request management for 3 months while serving as SME for the Smart Operations team, analysing generic requests and identifying emerging trends
• Acted as Subject Matter Expert (SME) for the Smart Operations team from August 2022 to January 2023, contributing to team knowledge sharing and operational excellence
• Streamlined multiple internal processes, improving productivity and reducing manual effort

Bachelor of Computer Science in Computer Science – YRL Degree College (2018 – 2021)

Intermediate (12th Grade) in General – Pragathi Vidyalaya Junior College (2016 – 2018)

Matriculation (S.S.C.) in General – Mary Immaculate High School (2016 – 2016)