{
  "$schema": "https://cvjson.com/schema/v1.json",
  "basics": {
    "name": "Varmisha Malikha A",
    "label": "Senior System Engineer | Senior Service Desk Quality Analyst",
    "summary": "Senior System Engineer and Service Desk Quality Analyst with 5.7 years of experience in IT Service Management, Service Desk Operations, and Quality Assurance. Experienced in ServiceNow, Incident, Problem and Change Management, QA auditing, SLA/KPI monitoring, RCA, coaching, calibration, compliance, and continuous improvement.",
    "location": "Coimbatore"
  },
  "work": [
    {
      "company": "Capgemini",
      "position": "Service Desk Analyst – L1",
      "startDate": "2020-12",
      "endDate": "2021-07",
      "highlights": [
        "Delivered first-level technical support via calls, chats, email and SSP",
        "Resolved incidents using ITIL processes and documented work in ServiceNow"
      ]
    },
    {
      "company": "Capgemini",
      "position": "Service Desk Analyst – L2",
      "startDate": "2021-07",
      "endDate": "2022-03",
      "highlights": [
        "Provided L2 technical support and managed ticket escalations",
        "Supported problem management and operational reporting"
      ]
    },
    {
      "company": "Capgemini",
      "position": "Associate Service Desk Quality Analyst",
      "startDate": "2022-03",
      "endDate": "2025-04",
      "highlights": [
        "Conducted end-to-end quality audits using standardized QA scorecards",
        "Monitored SLA, KPI, CSAT and FCR metrics through trend analysis",
        "Performed RCA and supported quality improvement initiatives",
        "Conducted coaching, feedback and calibration sessions",
        "Performed ServiceNow audits and compliance reporting"
      ]
    },
    {
      "company": "Cognizant",
      "position": "Senior System Engineer / Senior QA Analyst",
      "startDate": "2025-05",
      "current": true,
      "highlights": [
        "Conduct end-to-end quality audits across voice, chat, email and SSP interactions",
        "Evaluate Incident, Request, Problem and Change Management process adherence",
        "Analyze SLA, KPI, CSAT, FCR, AHT and quality metrics",
        "Perform RCA and recommend corrective actions",
        "Deliver coaching, feedback, calibration and mock call sessions",
        "Perform ServiceNow audits, reporting and compliance checks",
        "Collaborate with operations stakeholders to improve service quality"
      ]
    }
  ],
  "skills": [
    "ITIL",
    "Service Desk QA",
    "Quality Auditing",
    "ServiceNow",
    "Incident Management",
    "Problem Management",
    "Change Management",
    "Root Cause Analysis (RCA)",
    "SLA Monitoring",
    "KPI Monitoring",
    "CSAT",
    "First Call Resolution (FCR)",
    "Coaching",
    "Calibration",
    "Trend Analysis",
    "Compliance",
    "Microsoft Excel",
    "Continuous Improvement"
  ],
  "referencesMode": "on-request",
  "availability": {
    "status": "open",
    "sponsorship": false
  },
  "ats": {
    "keywords": [
      "Service Desk Analyst – L1",
      "Capgemini",
      "Service Desk Analyst – L2",
      "Associate Service Desk Quality Analyst",
      "Senior System Engineer / Senior QA Analyst",
      "Cognizant",
      "ITIL",
      "Service Desk QA",
      "Quality Auditing",
      "ServiceNow",
      "Incident Management",
      "Problem Management",
      "Change Management",
      "Root Cause Analysis (RCA)",
      "SLA Monitoring",
      "KPI Monitoring",
      "CSAT",
      "First Call Resolution (FCR)",
      "Coaching",
      "Calibration",
      "Trend Analysis",
      "Compliance",
      "Microsoft Excel",
      "Continuous Improvement",
      "Senior System Engineer | Senior Service Desk Quality Analyst"
    ],
    "yearsOfExperience": 0,
    "seniority": "mid"
  },
  "verification": {
    "email": true,
    "platform": "freecv.org"
  },
  "meta": {
    "version": "1.2.2",
    "canonical": "https://livelink.cv/varmisha-malikhaa/cv.json",
    "lastModified": "2026-07-24T16:51:17.533Z",
    "generator": "FreeCV.org"
  }
}