Vinitha Mary sam

Detail-oriented IT Operations Associate with 8 years of experience supporting IT operations, incident management, and production support. Skilled in application monitoring, troubleshooting, live bridge calls, SLA/TAT compliance, and coordinating with cross-functional teams. Strong communicator and dependable team player, committed to operational excellence and timely service delivery.

IT Operations Associate II - Conduent Business Services India LLP

(2016-03 - 2024-06)

• Delivered end-to-end IT operations support, ensuring daily production tasks met SLA and TAT requirements.
• Monitored applications and batch workflows, including manual start, tracking, and closure of processes.
• Handled incident troubleshooting via live bridge calls, minimizing downtime and ensuring quick resolution.
• Created, tracked, and resolved high-priority incidents using ServiceNow.
• Managed volume receiving, processing, and distribution across multiple locations.
• Coordinated with development, system, network, and database teams to resolve technical issues.
• Performed SQL-based data retrieval for issue analysis and validation.
• Responded to client requests and status updates with clear, professional communication.

Junior Associate – Medical Transcription Production Support - Hitech Outsourcing Services

(2014-05 - 2015-06)

• Provided production support for transcription systems, ensuring data accuracy and timely delivery.
• Monitored workflows and assisted in issue resolution and process improvements.

Bachelor of Technology - Computer Science and Engineering - Musaliar College of Engineering and Technology (2008 - 2012)