Application Support Engineer - ITIL - 4+ yrs troubleshooting &

Varshini R

+1-440-***-**** • ********.******@*****.*** • Cleveland, OH

PROFESSIONAL SUMMARY

●Application Support Engineer with 4+ years of hands-on L2 production and application support across financial, healthcare, and insurance domains.

●Proficient in ITIL-based Incident, Problem, and Change Management, ensuring timely issue resolution, RCA documentation, and continuous service improvement.

●Experienced in troubleshooting distributed applications, analyzing system, API, and database logs, and restoring services with minimal business disruption.

●Skilled in writing and executing SQL, Python, Shell, and PowerShell scripts to resolve production defects, perform data fixes, and automate operational tasks.

●Adept at configuring and enhancing monitoring, alerting, and observability dashboards, improving system reliability and reducing response time for critical incidents.

●Collaborative communicator who works effectively with development, infrastructure, product, and business teams to manage high-priority issues and drive permanent corrective actions.

●Recognized for ownership, analytical thinking, customer empathy, and calm escalation handling, contributing to stable and resilient application environments

TECHNICAL SKILLS

Category

Skills

Application Support & ITIL

Incident Management, Problem Management, Change Management, RCA, L2 Support, Escalation Handling, Runbooks, Knowledge Base Management, SLA/OLA Adherence

Monitoring & Logging

CloudWatch, Dynatrace, Splunk, Kibana, Grafana, New Relic, Application Performance Monitoring, Alert Tuning

Scripting & Automation

Python, Shell/Bash, PowerShell, SQL Scripts, Scheduled Jobs, Automation of repetitive/manual tasks

Tools & Platforms

ServiceNow, Jira, Confluence, Postman, Git, Bitbucket, Jenkins, AWS, Azure, Linux, Windows Server

Databases & Troubleshooting

SQL Server, Oracle, MySQL, Stored Procedure Execution, Query Optimization, Data Validation, Log Analysis

Networking & Security

VPN, DNS, TCP/IP, Load Balancers, SSL Certificate Troubleshooting, Access Management, Authentication Issues

PROFESSIONAL EXPERIENCE

Memorial Health — Application Support Engineer

Chicago, IL Apr 2023 – Dec 2024

●Provided Level 2 application support for clinical scheduling, patient intake, and EMR-related systems, ensuring continuous availability and timely service for care delivery teams across hospital locations.

●Performed incident triage, root cause investigation, and service restoration, coordinating with infrastructure and development teams to prevent repeat occurrences.

●Analyzed application, API, system, and SQL logs using Splunk and database queries to diagnose performance degradation, failed transactions, and integration breakdowns.

●Developed and executed Python, PowerShell, and SQL scripts to fix data mismatches, restart services, automate updates, and resolve recurring system issues.

●Enhanced system monitoring and proactive alerting through CloudWatch dashboards and log-based alerts, reducing production outages and escalation frequency.

●Participated in ITIL Change Management, validating deployment readiness, impact analysis, and rollback procedures for application upgrades and infrastructure changes.

Illinois Department of Innovation & Technology (DoIT) — Application Support Analyst

Springfield, IL Sep 2021 – Dec 2022

●Delivered Level 2 application and user support for statewide Medicaid and healthcare insurance applications used by claims processors, caseworkers, and eligibility specialists.

●Investigated system access failures, workflow interruptions, and transaction processing defects by analyzing system logs, database queries, and configuration settings.

●Managed high-priority and recurring incidents through structured Incident and Problem Management, documenting root causes, contributing factors, and permanent corrective actions.

●Executed scheduled and ad hoc SQL scripts to resolve data discrepancies, update policy attributes, or reopen locked cases while adhering to strict compliance controls.

●Partnered with security and infrastructure teams to maintain HIPAA compliance, ensuring user provisioning, VPN connectivity, and audit logging integrity.

●Improved knowledge base documentation, troubleshooting steps, user guides, and RCA summaries, strengthening onboarding and first-call resolution rates.

Cognizant — Application Support Engineer

Hyderabad, India Oct 2019 – Aug 2021

●Supported financial transaction applications by handling Level 2 escalations, analyzing production defects, and restoring impacted services within SLA.

●Utilized ITIL frameworks to manage Incident, Problem, and Change processes, providing post-incident reports, trend analysis, and permanent preventive actions.

●Wrote, modified, and executed SQL and Shell scripts for production fixes, data reconciliation, batch job recovery, and infrastructure operational tasks.

●Monitored application health through Dynatrace, Kibana, and custom alerting dashboards, identifying performance bottlenecks, memory leaks, and failed integrations early.

●Automated recurring support tasks using Python and PowerShell, significantly reducing manual effort and improving turnaround time for operational requests.

●Collaborated with cross-functional teams—development, release management, DBAs, and business—to support deployments, validate changes, and minimize go-live risks.

CERTIFICATIONS

●AWS Certified Cloud Practitioner

●Microsoft Technology Associate in Java

EDUCATIONAL DETAILS

●Masters in computer science from University of Illinois at Springfield

●Bachelors in computer science from GIET

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