Korra Sai Priya

Dedicated and detail-oriented IT Support Engineer with 3 years of hands-on experience in application support, server monitoring, document management systems, and ITSM service catalogue creation. Proficient in BMC Helix ITSM catalogue design, symphony-based catalogue development, L1/L2 incident management, and batch job monitoring. Skilled in ensuring high availability of business-critical applications within SLA timelines, and adept at coordinating with cross-functional teams while maintaining compliance with organizational standards.

BMC Helix & Symphony Catalogue Creation Engineer - ITSM / Service Catalogue Project

• Designed and created service catalogue items in BMC Helix ITSM, enabling end users to raise structured service requests through a self-service portal.
• Configured catalogue definitions including request templates, approval workflows, fulfilment processes, and SLA mappings in BMC Helix.
• Built and maintained Symphony-based catalogue modules for dynamic form generation, request routing, and backend service integration.
• Developed catalogue entries with custom fields, dropdown menus, and conditional logic to streamline user request submissions.
• Collaborated with business teams to gather requirements and translate them into structured catalogue offerings within BMC Helix ITSM.
• Managed the end-to-end lifecycle of catalogue items — from creation, testing, and UAT to production deployment and ongoing maintenance.
• Implemented role-based access controls on catalogue items to ensure appropriate visibility and authorization per user group.
• Performed regular audits and updates of existing catalogue entries to align with evolving business processes and ITSM best practices.
• Integrated BMC Helix service catalogue with backend systems for automated ticket creation, assignment, and status tracking.
• Provided support and documentation for catalogue users and help desk teams on new and updated catalogue offerings.

DMS Support Engineer - Tata Capital

• Monitored application servers and system performance continuously to ensure high availability and uninterrupted business operations.
• Provided L1/L2 support for application-related incidents and coordinated with technical teams for timely resolution.
• Managed document upload, download, transfer, and access activities within the DMS environment, ensuring data integrity.
• Performed daily health checks, log monitoring, and issue tracking for critical business applications.
• Supported end users in resolving document management and file transfer issues well within SLA timelines.
• Maintained comprehensive operational documents, incident reports, and support trackers for daily activities.
• Coordinated with infrastructure and support teams during planned and unplanned system maintenance activities.
• Monitored batch jobs, application alerts, and server status proactively to prevent downtime incidents.
• Assisted in troubleshooting performance issues and ensured smooth functioning of production applications.
• Handled ticket lifecycle management, incident management, and service requests using enterprise support tools.
• Ensured proper data handling, document security, and compliance with organizational policies and standards.

Bachelor of Engineering / Bachelor of Technology - Jawaharlal Nehru technological University of Hyderabad (2018 - 2021)