Sam Nithin

Certified Site Reliability Engineer with 5 years of experience in incident and major incident management, automation, monitoring, and IT operations. Experienced in SRE practices, ServiceNow workflows, and building observability stacks using Grafana and Zabbix. Proven track record in reducing alert fatigue and false positives through tuning and anomaly detection, designing SLIs, and automating reports to maintain high SLA adherence.

Skilled in process improvement, knowledge base creation, operational reporting, and delivering technical onboarding and training to teams.

IT Service Management Lead at Cognizant Solutions Corp (2025-01 – 2026-09)

• Lead and manage end-to-end incident lifecycles from detection and logging through to root-cause isolation and final resolution.
• Analyze critical incident metrics (MTTR, incident volume trends) to proactively drive continuous improvements in processes, automation, and tooling.
• Facilitate Major Incident Management (MIM) calls, ensuring seamless, timely communication with cross-functional technical teams and executive stakeholders during critical outages to accelerate service restoration.
• Resolve complex client software, hardware, and network issues in accordance with defined service requests and SOPs to meet SLAs.
• Generate comprehensive daily, weekly, and monthly operational reports highlighting system health, queue performance, and capacity utilization.
• Author and maintain Knowledge Base articles to standardize troubleshooting workflows and reduce resolution times.
• Deliver process and technical training to onboarding team members to ensure operational alignment.
• Configured and managed real-time monitoring dashboards in Grafana and Zabbix to gain visibility into server health and network latency.
• Built customized Power BI operational dashboards to track team performance metrics and SLA breach risks for management review.
• Consolidated multiple monitoring tools into a single observability stack, reducing tool sprawl and cutting alert fatigue by 45%.
• Tuned alert thresholds and implemented anomaly detection, decreasing false alerts by 60%.
• Designed SLIs and automated reporting, ensuring 99.95% SLA adherence across critical services.

Technical Helpdesk Analyst at Wipro (2021-11 – 2024-12)

• Led and managed full incident lifecycles from detection to resolution, including facilitation of Major Incident calls and Post-Incident Reviews.
• Analyzed MTTR and incident trends to drive process and automation improvements.
• Resolved complex client software, hardware, and network issues while consistently meeting SLAs and operational targets.
• Provided infrastructure oversight by proactively monitoring servers and IT infrastructure using monitoring tools.
• Authored KB articles and delivered training to new team members to standardize troubleshooting and reduce resolution times.
• Managed ticket queues with intelligent prioritization and workload distribution to maintain operational efficiency.
• Participated in process improvement initiatives, implementing workflow enhancements and automation via ITSM platforms.

B.Sc in Computer Science and Technology – CSI Bishop Appasamy College of Arts and Science, Coimbatore (2020)

12th – Tamil Nadu, English (2017)

10th – Tamil Nadu, English (2015)