Gomathiv 19

Service Desk Associate with 7.5+ years of experience in IT operations, service desk support, and regulatory reporting. Experienced in ITIL-based Incident Management, Service Request Management, Event Monitoring, SLA compliance, ticket triaging, escalation management, and root cause analysis using ServiceNow and Jira. Skilled in monitoring production environments, handling critical incidents, coordinating with cross-functional teams, maintaining knowledge base documentation, and ensuring timely issue resolution to meet service level agreements.

Hands-on experience in AWS Cloud support, including monitoring cloud environments, supporting EC2 instances, networking, and resolving infrastructure-related incidents. Proven expertise in MiFID II reporting using CSS RegTech including data pipeline monitoring and regulatory submissions. Strong knowledge of Incident Management and IT monitoring tools, ensuring SLA adherence and operational efficiency.

Skilled in troubleshooting data and schema issues, API Integrations, and cross-functional collaboration to deliver accurate, compliant, and timely services.

Service Desk Associate - Aeries Technology

(2024-02 - 2026-05)

• Provided end-to-end AWS cloud support, including provisioning, monitoring, and troubleshooting services such as EC2, S3, IAM, CloudWatch, and VPC.
• Monitored AWS cloud environments using AWS CloudWatch and Grafana to proactively identify performance issues and ensure high availability of business-critical applications.
• Troubleshot AWS infrastructure issues involving EC2 instances, VPC networking, storage, and connectivity to restore services and minimize operational impact.
• Managed cloud-related incidents by performing incident triage, root cause analysis (RCA), and coordinating with technical teams to ensure timely resolution in accordance with SLA commitments.
• Collaborated with DevOps, Infrastructure, Development, and Compliance teams to support stable, secure, and efficient cloud operations.
• Provided application support for CSS RegTech's Shuttle and Trade Channel applications, ensuring the successful execution of MiFID II regulatory reporting processes.
• Monitored Folder, FTP, and Query data ingestion pipelines, validated processing activities using Shuttle logs, and resolved data processing exceptions.
• Managed regulatory submissions through Trade Channel by validating schema compliance and ensuring successful report transmission to regulatory authorities.
• Investigated XML and CSV schema validation issues by analyzing application logs, identifying root causes, and collaborating with compliance teams to resolve reporting exceptions.
• Supported API integrations and Windows Server service accounts to maintain reliable and uninterrupted automated reporting workflows.

Business Analyst - Teamware Solutions (TCS Client)

(2022-06 - 2023-09)

• Coordinated ITIL-based Incident Management activities by prioritizing incidents, engaging appropriate support teams, ensuring SLA compliance, and providing timely stakeholder communication.
• Managed incident and service request queues using ServiceNow, ensuring proper ticket categorization, prioritization, escalation, and resolution in line with ITSM processes and SLA requirements.
• Utilized AWS Cloud services (EC2, S3, CloudWatch) for infrastructure support, monitoring, and issue troubleshooting in a cloud environment.
• Utilized Grafana for proactive infrastructure monitoring and ServiceNow to manage Incident, Problem, and Change Management processes within the ITIL framework.
• Collaborated with business stakeholders and application support teams to minimize service disruptions and improve operational efficiency.
• Applied ITIL Incident, Problem, and Change Management best practices to maintain service stability and support continuous service improvement initiatives.

Operations Executive - Team Lease

(2020-03 - 2022-02)

• Oversaw end-to-end service desk operations by managing incidents, service requests, ticket prioritization, and escalations while ensuring SLA compliance, effective stakeholder communication, and continuous service improvement through ITIL-based ITSM processes.
• Worked closely with Infrastructure, Development, and Support teams to investigate, troubleshoot, and resolve production issues efficiently.
• Monitored and prioritized incident and service request queues to ensure timely response and adherence to SLA commitments.
• Enhanced service delivery by maintaining effective communication, accurate documentation, and efficient coordination throughout the incident lifecycle.

Senior Associate - Eureka Outsourcing Solutions

(2017-11 - 2019-08)

• Delivered technical support using ServiceNow, Jira, and CRM platforms while managing the complete ticket lifecycle in accordance with ITSM best practices.
• Resolved incidents and service requests by following standard operating procedures, ITIL processes, and customer support best practices.
• Maintained detailed incident documentation, troubleshooting records, and knowledge base articles to support knowledge management and improve support efficiency.

Master of Engineering - Adhiparasakthi Engineering College

Bachelor of Engineering - Karpaga Vinayaga College of Engineering and Technology