Meenakshi Gupta
About Candidate
ITIL v4-certified Application Support Engineer with 3+ years of experience in ServiceNow ITSM, owning the incident
lifecycle from triage to closure for production-critical enterprise applications. Coordinates P1/P2 major incidents,
independently resolves P3 incidents, and supports problem and change (RFC) management through RCA, SOPs and
SLA dashboards. Delivered a 20% reduction in average resolution time and 15% fewer repeat incidents, sustaining
99.9% uptime across 50+ tickets/week. Supports IAM and access (Active Directory, OKTA, CyberArk) as part of
end-to-end application support. Communicates clearly with stakeholders and mentors junior analysts.
