Sanskriti Rai

Monitored end-to-end production application workflows and system telemetry to identify issues and perform proactive release validation. Conducted detailed log analysis and root cause investigation across front-end applications and backend database workflows. Managed severity-based incident queues using ServiceNow, logging investigation notes and facilitating problem and change management processes.

Analyst – IT & Data Support at SmartBrains Engineers and Technologists Pvt. Ltd. (Onsite at HCLTech) (2025-05 – 2025-12)

• Monitored end-to-end production application workflows and system telemetry to identify issues and perform proactive release validation.
• Conducted detailed log analysis and root cause investigation across front-end applications and backend database workflows.
• Managed severity-based incident queues using ServiceNow, logging investigation notes and facilitating problem and change management processes.
• Utilized complex SQL queries to inspect database tables, validate data integrity, and troubleshoot technical exceptions in enterprise software systems.
• Handled 30–40 daily client interactions via chat and calls with clear technical documentation and communication, achieving 100% CSAT and 80–90% First Contact Resolution (FCR).

B.Tech in Computer Science and Engineering – Axis Institute of Technology and Management (2021 – 2025)