Rebekah V Mathew

Results-driven Systems Analyst with 4.5 years of experience triaging, analyzing, and resolving high-priority incidents through ServiceNow. Skilled at guiding teams through high-severity incidents while balancing SLA compliance, business priorities, and regulatory requirements, with a proven track record of maintaining system stability and driving process improvements that reduce downtime. Combines strong ITSM fundamentals, bringing a forward-looking approach to incident management and automation, all backed by a solid technical foundation in Java, Oracle SQL, and enterprise IT systems.

Senior Analyst - HCLTech - Chennai

(2025-12)

• Streamlined ServiceNow (SNOW) incident triage and resolution workflows, driving a significant improvement in operational efficiency and reduced system downtime.
• Certified in Generative AI and actively pursuing AWS and other industry-recognized certifications to strengthen technical expertise.

Software Engineer - HCLTech - Chennai

(2021-01 - 2025-12)

• Mentored and coordinated with cross-functional teams during critical incidents, ensuring strict adherence to SLAs, business objectives, and regulatory requirements.
• Proactively identified opportunities for improvement and delivered timely, high-impact modifications.
• Acted as incident lead during high-severity outages, coordinating response across engineering and business teams to meet strict SLA windows.
• Contributed to process documentation and playbooks that reduced onboarding time for new analysts.

HCL TechBee Training Program - HCLTech - Chennai

(2020-01 - 2021-12)

• Selected for the year-long HCL TechBee program, an early-career technical training track.
• Gained hands-on experience with Java application development and Oracle DBMS, writing SQL queries and supporting backend data operations.
• Completed a rigorous one-year HCL TechBee training program, building a strong foundation in IT fundamentals, system support, and enterprise processes.
• Built and tested SQL-based reporting queries in Oracle DBMS as part of live enterprise support projects.
• Completed capstone project(s) applying Java fundamentals to real IT support use cases.

B.Sc. - Computing and Design - BITS Pilani - WILP (2022-01 - 2026-12)

Higher Secondary Education - GHSS (2018-01 - 2020-12)