Porkodi Arul

Prototyped an automation solution for maintenance and outage communications with reusable templates and recipient management. Used Cursor AI to guide implementation and tested the available workflow functionality. Focused on reducing repetitive preparation tasks while improving message consistency.

Developed an AI-assisted automation that validates ServiceNow change requests against required change and release-readiness criteria. Defined validation rules for QA sign-off, version alignment, security evidence, and deployment documentation checks. Integrated with ServiceNow REST endpoints to reduce manual validation effort during change reviews.

Built an AI-assisted tool to classify incoming support tickets into categories such as case, incident, and RITM. Defined classification requirements and guided the implementation logic to improve triage speed and routing consistency. Validated the tool behavior against ticket content and classification rules.

Provided L2/L3 support for an enterprise control platform, resolving the majority of monthly tickets and minimizing escalations. Led incident lifecycle handling for major and critical incidents with ITIL-aligned coordination and stakeholder communication. Performed release validation, hotfix verification, and post-deployment checks across preview and production, using Datadog monitoring and logs for investigation.

Delivered L2/L3 support for telecom BSS/OSS web applications, investigating incidents, triaging defects, and coordinating fixes and workarounds with engineering teams. Supported production build/fix deployments and performed post-deployment validation and hotfix verification. Used SQL, Jenkins-based deployment processes, Selenium for testing, and Linux log analysis with Splunk and Dynatrace for troubleshooting.