Abin Anil

• Service Desk Leadership: Led Service Desk operations for high-stakes DDC healthcare project,
delivering 99.8% system uptime and reducing downtime incidents by 30% through strategic
incident management and preventive monitoring
• ITSM Process Optimization: Implemented ITSM best practices and standardized incident
workflows, resulting in 20% reduction in Mean Time To Resolution (MTTR) while maintaining
99% SLA compliance
• Incident Management: Managed 200+ monthly incidents in ServiceNow ticketing system with
99% closure rate within SLA, demonstrating exceptional prioritization and technical resolution
capabilities
• API Defect Resolution: Resolved 45+ critical API defects using Swagger and Postman tools,
performing comprehensive testing and validation that reduced production error rates by 22% Root Cause Analysis: Conducted in-depth root cause analysis (RCA) by examining browser
network traffic, API request patterns, and system logs, accelerating ticket resolution time by
15%
• Database Administration: Queried complex relational databases using MS SQL and Adminer to
investigate data anomalies and validate data integrity across client platforms with 100%
accuracy
• System Monitoring & Analytics: Configured and monitored Kibana and Grafana dashboards for
real-time system health visualization, enabling proactive issue detection and resolution of 85%
of incidents within 4 hours
• Backend Operations: Executed 12+ critical backend batch jobs weekly via RESTful APIs,
maintaining uninterrupted continuous service delivery and bypassing system blocks

• Problem Management Initiatives: Led systematic problem-management analysis to identify and
eliminate root causes of recurring API failures, implementing corrective actions that enhanced
system reliability
• Machine Learning Model Development: Designed and developed machine learning and deep
learning models using Python, TensorFlow, and scikit-learn, achieving 18% improvement in
model prediction accuracy and performance
• Natural Language Processing: Implemented advanced NLP techniques including text
classification and sentiment analysis on datasets exceeding 5, 000 records using NLTK and spaCy
libraries
• Data Engineering & Preprocessing: Performed comprehensive data preprocessing, exploratory
data analysis (EDA), feature engineering, and automated pipeline optimization using Pandas and
NumPy
• Data Visualization & Reporting: Created professional data visualizations using Matplotlib and
Seaborn to communicate complex analytical findings and present actionable insights to
stakeholders
• Project Tracking: Managed project deliverables and development milestones in Jira, ensuring
on-time completion of model development, validation, and API integration tasks