Komal Rawat
Norwich
Summary
IT professional with 8+ years of experience in IT service management, QA testing (manual & automation), IT support, and application support across the SDLC. Skilled in incident, problem, and change management with strong expertise in ServiceNow and ITIL processes. Experienced in automation tools like Selenium and API testing, with strong root cause analysis and system reliability focus. Demonstrates effective stakeholder management and collaboration to deliver high-quality solutions and drive continuous service improvement.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
IT Analyst
Tata Consultancy Services Ltd (TCS)
2021.02 - 2025.08
- Led Incident, Problem, and CAPA management processes for 4+ years, ensuring continuous service improvements.
- Conducted manual functional testing, develop, review and executing test cases to ensure product quality.
- Executed API testing using Postman and participated in regression testing cycles.
- Maintained updated documentation and knowledge bases to support system operations.
System Engineer
Tata Consultancy Services Ltd (TCS)
2017.02 - 2021.02
- Delivered end-to-end support for software and hardware tickets, ensuring quick resolution through effective troubleshooting and coordination.
- Conducted detailed root cause analysis and collaborated with cross-functional technical teams to address recurring issues.
- Resolved critical server outages and handled system installations and software deployments as per client specifications.
- Implemented new and improved methods enhancing system stability, performance, and business processes.
- Partnered with project stakeholders to plan solutions, estimate scope, and meet project timelines.
Intern – Trainee
Tata Consultancy Services Ltd (TCS)
2017.02 - 2017.07
- Completed TCS corporate training, enhancing both technical and professional capabilities.
- Gained working knowledge of web technologies such as HTML, CSS, JavaScript, and Java.
- Improved communication, teamwork, and client-handling skills through immersive training sessions.
Education
Master of Computer Applications (M.C.A) -
SASTRA Deemed University
India 2017.01 - 2020.01
Bachelor of Computer Applications (B.C.A) - undefined
Hemvati Nandan Bahuguna Garhwal University
India 2013.01 - 2016.01
Skills
- Manual Testing
- Agile Testing
- Test Case Design & Execution
- QA
- SDLC
- Test Automation Exposure: Selenium WebDriver, Postman (API Testing), JMeter (Performance Testing)
- Bug Tracking Tools: HP ALM, Jira, Bugzilla
- Test Management Tools: HP ALM, Zephyr
- Expertise in Git, Veeva Vault
- SQL & Database Fundamentals
- HTML
- CSS
- JavaScript (basic)
- Incident, Problem, Change and CAPA Management, ITIL Process
- ServiceNow Expertise
- Client Support
- Root Cause Analysis
- Programming: C, C and Python, Git, CI/CD
- Cloud: Azure, and AWS
Certification
- Certified in ITIL Process and Agile Way of Working
- Awarded “On-the-spot Certificate of Appreciation” for outstanding contribution
- Developed competencies in Service Management, Business Continuity, Functional Testing, PL/SQL, and more
- Multiple certificates in extracurricular activities showcasing leadership and teamwork
Timeline
IT Analyst
Tata Consultancy Services Ltd (TCS)
2021.02 - 2025.08
System Engineer
Tata Consultancy Services Ltd (TCS)
2017.02 - 2021.02
Intern – Trainee
Tata Consultancy Services Ltd (TCS)
2017.02 - 2017.07
Master of Computer Applications (M.C.A) -
SASTRA Deemed University
2017.01 - 2020.01
Bachelor of Computer Applications (B.C.A) - undefined
Hemvati Nandan Bahuguna Garhwal University
2013.01 - 2016.01