Vishnu Sai Neelam

Application Support Engineer | Production Support | ServiceNow (ITSM) | Incident Management

Talent

ChennaiMember since June 11, 2026

ServiceNow (ITSM)Incident ManagementQueue MonitoringWorkflow SupportAccess ValidationCMDB UpdatesL3 SupportProduction SupportApplication SupportMonitoringITSM OperationsReact JSServiceNowKnowledge Base Articles (KBAs)

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ServiceNow (ITSM)Incident ManagementQueue MonitoringWorkflow SupportAccess Validation

About

Application Support / Production Support Engineer with 2 years at Accenture delivering L2 and L3 support for enterprise applications and ServiceNow-based ITSM operations for global clients. Resolved 950+ incidents and service requests with strong SLA compliance through incident management, queue monitoring, incident investigation, and workflow coordination. Skilled in the ServiceNow ITSM ticket lifecycle, access validation, CMDB updates, Knowledge Base documentation, and operational support activities, collaborating with cross-functional Agile teams to ensure operational stability.

Experience

Packaged App Development Associate (Application & Production Support) - Accenture

(2024-04 - 2026-05)

Delivered L2 and L3 application and production support for enterprise and ServiceNow-based ITSM operations serving global clients, resolving 950+ incidents and service requests while consistently meeting SLA targets.
Managed the full incident lifecycle — logging, triage, prioritization, escalation, and resolution — improving turnaround time and reducing ticket backlog through proactive queue monitoring.
Investigated and troubleshot recurring application issues at the L3 level, collaborating with relevant teams to reduce repeat incidents.
Monitored SLA compliance across high-volume ticket queues, ensuring response and resolution remained within client service-level agreements.
Executed access validation, CMDB updates, and workflow coordination in ServiceNow, maintaining configuration accuracy and operational integrity.
Supported testing and validation of ServiceNow workflows and provisioning processes, and contributed React JS internal dashboards for real-time ticket monitoring and operational visibility.
Authored Knowledge Base Articles (KBAs) and operational documentation and collaborated with developers, QA, and business stakeholders in Agile/Scrum to drive continuous service improvement.