Chirag Dixit — Senior Software Engineer

Hands on experience with ITSM ticketing tools such as ServieNow/BMC Remedy. Managing incident,service request and change management processes as per ITIL framework. Logging, tracking,prioritizing and resolving tickets within defined SLA's. Monitoring ticket queues to ensure timely resolution and proper categorization. Performing first level and second level support , including issue diagnosis and escalation to respective teams. Handling user access requests, password resets, applications issues, and system outage. Providing user guidance and support through email , chat and calls. Preparing and sharing daily/weekly/monthly ticket reports and dashboards. Supporting change management activities , including approvals and implementation tracking.

Stackforce AI infers this person is a skilled ITSM Analyst with a focus on incident management and support in enterprise environments.

Location: Greater Delhi Area

Experience: 6 yrs 7 mos