Senior IT Applications Support Engineer with 10+ Years

Mutyala Hema Bhavani

Email :- *********@*****.*** Mobile Number: -+1-281-***-****

Summary:

•As a Software Engineer I have over 10+ years of hands-on experience in IT application support and technical support for major software projects.

•Provided Tier L1–L3 support in production, deployment, front end & backend application support, 24/7 availability through on-call rotations and proactive monitoring.

•Proficient in handling incidents, problems, changes, and service requests using ServiceNow modules like CMDB, Service Catalog, and Knowledge Base.

•Expert in triaging, resolving, and escalating tickets based on SLA impact, urgency, and business criticality.

•Provided remote technical support via screen sharing, phone, email, and ticketing systems, maintaining high CSAT scores.

•Demonstrated project coordination and stakeholder management during go-lives, quarter-end, and critical system deployments.

•Investigated application crashes, backend timeouts, UI rendering issues, and latency problems using logs, monitoring tools, and direct access.

•Skilled in supporting and troubleshooting Java-based applications, APIs, microservices, and integrations on Linux and Windows platforms.

•Regularly used tools like Splunk, Dynatrace, and AWS CloudWatch for root cause analysis and system health checks.

•Created and updated SOPs, self-help articles, and support runbooks to streamline resolution and reduce repeat incidents.

•Supported 300+ incidents per month while minimizing backlog through structured troubleshooting and first-call resolution.

•Experience with SQL-based data validation, issue replication, and report troubleshooting for business-critical applications.

•Handled system outages, patching, restarts, and minor hotfix deployments during off-peak and maintenance windows.

•Strong understanding of ITIL best practices; led war rooms, post-mortems, and change validations during escalated events.

•Extensive practical experience developing and integrating GraphQL APIs to facilitate effective, adaptable, and fast data transfer between front-end and back-end systems.

•Adept in managing hybrid infrastructure environments (on-prem, AWS, Azure) including Windows server configurations and Active Directory/Azure AD.

•Advanced knowledge of Office 365 Admin Center and Exchange Online, with experience in email and license troubleshooting.

•Supported MDM and antivirus platforms such as Trellix, along with tools like Automox, Smart Deploy, and Fresh Service.

•Delivered training to junior engineers and end-users; simplified escalation protocols and onboarding processes.

•Strong grasp of networking fundamentals—TCP/IP, DNS, DHCP, VPNs—and familiar with routers, switches, and firewalls.

•Known for excellent interpersonal communication, time management, attention to detail, and a customer-first mindset.

Skills:

Languages & Frameworks

Java, React.js, Angular, Node.js, JavaScript, Spring Boot, C

Operating Systems

Windows Server, Windows OS, Linux, macOS

Scripting & Web Tech

Shell, PowerShell, HTML5, CSS3, Microservices

Networking

TCP/IP, DNS, DHCP, VPN, Proxy, Routers, Switches

Directory & Cloud

Active Directory (On-prem), Azure AD, Microsoft 365 Suite, Exchange Online, Google Workspace

Application Servers

Tomcat, Apache

Testing & Deployment

Manual, Functional, Selenium, Smoke Test, Planner Functionality Testing, Hotfix Testing, Publish & Sync

Application Support

Troubleshooting, RCA, Monitoring, Alerts, Logs, Event Viewer, Splunk

Technical Support

L1–L3 Support, SLA Adherence, 24/7 On-call, RDP, SSH, AnyDesk, TeamViewer, VPN, Network/Email/Desktop

ITSM & Tools

ServiceNow, Jira, Freshservice, CMDB, Knowledge Base, Asset Mgmt, Custom Workflows, KPI Dashboards

Collaboration

Slack

Reporting & Documentation

Post-Incident Reports, RCA, Knowledge Management

Databases

SQL, MySQL, MongoDB

Other Tools

Linguine Tool, Range Management Support, Authentication Troubleshooting

Employment History and Work Experience:

LTIMindtree-Client:ADM April 2025- Present

Sr. Lead Consultant

Roles & Responsibilities:

•Lead a 24x7 application support team, ensuring smooth operations and availability of critical ADM applications.

•Monitor application nutrition and performance to proactively identify issues before they impact business users.

•Provide Level 1-3 support for Java-based applications, diagnosing and resolving complex technical incidents.

•Manage and prioritize incident and service request queues to ensure timely resolution in compliance with SLAs.

•Act as the primary escalation point for high-severity issues, coordinating across teams for resolution.

•Mentor and guide application support analysts, providing technical training and career development.

•Collaborate with development, QA, and infrastructure teams to resolve recurring problems and improve system stability.

•Perform root cause analysis (RCA) for major incidents and implement permanent fixes.

•Coordinate change management activities, including planning, testing, and deploying application patches/upgrades.

•Ensure compliance with ITIL/ITSM processes, including incident, problem, and change management best practices.

•Track and report KPIs/SLAs such as incident resolution time, system uptime, and ticket backlog trends.

•Coordinate vulnerability remediation activities with security and infrastructure teams to meet compliance requirements.

•Document application support runbooks, SOPs, and troubleshooting guides for knowledge sharing and onboarding.

•Ensure adherence to regulatory compliance guidelines within the banking domain (e.g., SOX, PCI DSS).

•Work closely with business stakeholders to understand critical issues and communicate status/resolutions effectively.

•Automate routine monitoring and support tasks using scripts or tools to increase team efficiency.

•Manage on-call rotations and 24x7 support coverage, ensuring proper staffing at all times.

•Drive continuous improvement initiatives, including reducing ticket volumes through proactive fixes.

•Conduct regular knowledge-sharing sessions within the support team to improve technical expertise.

•Assist in disaster recovery and business continuity planning by validating failover procedures and performing DR drills.

•Evaluate and implement monitoring tools to enhance visibility into application health and transactions.

•Perform performance tuning and optimization in collaboration with developers and DBAs.

•Prepare weekly/monthly management reports highlighting incidents, root causes, resolutions, and improvement actions.

•Ensure smooth handover between shifts in a 24x7 model by maintaining updated logs and ticket documentation.

•Act as a liaison between business units, Infosys, and ADM stakeholders to align support activities with business goals.

Capgemini Technology Services India Limited-Client:IKEA Jan 2022 to Jan 2025

Sr.Consultant

Roles & Responsibilities:

•Collaborate with IT, operations, and support teams to restore services quickly after incidents, minimizing downtime and impact on business operations.

•Using tools like New Relic and PagerDuty, provide comprehensive Level 2 production support for the IKEA Kitchen Planner platform. This includes proactive monitoring, incident handling, and problem solving.

•Lead P1 incident calls, oversee stakeholder communications, plan RCA activities, and make sure that ITIL procedures—such as alerts, change approvals (CAB), risk assessments, and production deployment plans—are followed.

•GraphQL and REST API diagnostics were used to troubleshoot and fix network and front-end performance issues in a high-availability production environment, guaranteeing minimal platform downtime.

•In order to swiftly learn and apply new IKEA-specific features while abiding by Microsoft enterprise environment standards and Windows-based development tools, I worked with both on-site and offshore teams.

•Diagnose and fix front-end problems with React, JavaScript, HTML, and CSS on the IKEA Kitchen Planner, particularly on headless CMSs (like Builder.io) or Shopify-based implementations, making sure that the user experience is not negatively impacted.

•Create and update SOPs, runbooks, and supporting documentation; draw information from ServiceNow/JIRA to create weekly/monthly status reports (WSR/MSR) that highlight service improvement initiatives, ticket trends, and resolutions.

•Provide timely escalations, coordinated issue resolution, and efficient communication during and after critical incidents by serving as a liaison between support, development, QA, and customer teams located in different time zones around the world.

•The IKEA Kitchen Planner application GraphQL APIs were integrated and maintained to improve front-end performance by enabling accurate and effective UI component queries, decrease over-fetching and under-fetching problems, and expedite data fetching.

•Use ServiceNow to log, track, prioritize, and resolve incident tickets, ensuring accurate categorization and timely resolution.

•Perform root cause analysis (RCA) on major incidents and coordinate with teams to implement effective corrective actions.

•Prepare detailed post-incident reports documenting issue lifecycle, resolution steps, and recommendations to prevent recurrence.

•Lead and participate in meetings to review incident management processes and project workflows.

•Manage KPI workflows and issue tracking using JIRA, and communicate effectively with internal teams through Slack.

•Provide end-user support via email and phone, resolving technical issues related to applications and systems.

•Monitor and manage incoming incident queues, escalating complex issues to higher-level teams as needed.

•Troubleshoot and fix application bugs, including those in kitchen planner and kiosk systems, ensuring smooth user experience.

•Conduct smoke tests and monitor system uptime for global markets using tools like Catchpoint.

•Resolve login, pricing, PDF printing, and translation issues affecting business applications.

•Ensure SLA compliance by prioritizing and resolving critical incidents promptly.

•Collaborate with clients and project teams to plan and develop project deliverables and solutions.

• Analyze data and prepare reports to support project progress and decision-making.

•Design and build both client-side and server-side application components, supporting full software development lifecycle activities.

•Coordinate with clients and senior consultants to implement and support recommended solutions, including onsite visits when required.

• Provide formal and informal training to end-users, offering creative and effective solutions for complex incidents.

•Support and administer Microsoft 365, Google Workspace, Apple iOS systems, Active Directory, Azure AD, and Exchange Online environments.

•Install, configure, upgrade, and troubleshoot hardware, software, and networking components, including enterprise antivirus and mobile device management tools.

•Demonstrate strong time management, interpersonal, communication, and project management skills to meet deadlines and deliver outstanding customer service.

Vega Techno Systems Private Limited- Client: Conektr, Special Olympic Games-Dubai Jan 2018 to Jan 2022

Associate Software Engineer

Roles & Responsibilities:

•Delivered L1/L2 support for Conektr’s B2B and e-commerce platforms, resolving application issues across React.js and Java-based services, ServiceNow.

•Managed incident lifecycle using ServiceNow, ensuring proper ticket logging, prioritization, escalation, and timely resolution.

•Investigated API failures, front-end rendering issues, and simple printing or network configuration bugs, including compatibility with Zebra printers using ZPL when necessary, in order to support production issues on e-commerce platforms.

•In a fast-paced Agile delivery environment, UI integration flaws were found and fixed using SQL queries and Splunk logs, increasing system reliability and improving end-user experience.

•Performed root cause analysis (RCA) for critical issues and created knowledge base articles for recurring problems.

•Used real-time logs (Kibana, Log4j) and browser developer tools to investigate UI/API errors, latency, and slow page loads.

•Debugged backend connectivity issues, HTTP error codes, and API failures in coordination with developers.

•Conducted sanity/smoke testing in staging and production environments post-deployment, ensuring service health.

•Supported cross-platform mobile issues (iOS/Android), including wallet refunds, coupon failures, and loyalty point mismatches.

•In order to guarantee platform stability and business continuity, we provided Level 2 support for Conektr's B2B/B2C e-commerce platform, promptly resolving user-reported bugs, performance bottlenecks, and live production issues.

•Looked into and fixed front-end problems with React.js, JavaScript, HTML, and CSS, especially for Shopify and Builder.io-integrated features, to guarantee a responsive and smooth user experience on all devices.

•Coordinated with Dev and QA teams to ensure prompt root cause analysis and resolution; led P1/P2 incident calls; responded to alerts; and identified application anomalies using monitoring tools such as New Relic and PagerDuty.

•Managed incident, change, and release management procedures in accordance with the ITIL framework, including production deployments, risk mitigation planning, CAB participation, and SOP/runbook execution in ServiceNow.

•Maintained cross-functional cooperation with international teams for issue triage, fixes, and deployment coordination; created Weekly and Monthly Service Reports (WSR/MSR) by pulling data from ITSM tools such as JIRA/ServiceNow.

•Provided remote troubleshooting support using AnyDesk, RDP, and SSH for internal and vendor users.

•Used SQL to validate order data, investigate missing transactions, and assist with report verifications.

•In order to facilitate effective data retrieval for dynamic e-commerce components, minimize load times, and enhance front-end performance throughout the Conektr platform, GraphQL APIs were implemented.

•Investigated and resolved login failures, PDF generation, translation bugs, and pricing inaccuracies.

•Responded to high-priority tickets (P1/P2) impacting delivery APIs (e.g., Fetchr, Aramex) and customer orders.

•Created and customized ServiceNow dashboards to track support KPIs, ticket volume, and SLA metrics.

•Worked with Postman, Swagger, and backend logs to replicate and debug API contract mismatches.

•Participated in UAT, deployment checklists, and change request planning with release and DevOps teams.

•Documented SOPs for frequent support cases such as inventory sync, OTP issues, and CSV import problems.

•Investigated multi-tenant issues related to product visibility, regional availability, and catalog sync errors.

•Configured CloudWatch and ELK Stack alerts for monitoring service availability and system health.

•Trained junior support staff on Conektr platform tools, SLA handling, and knowledge base usage.

•Supported Microsoft 365, Google Workspace, and Apple iOS environments for enterprise-level users.

•Managed user access, account lockouts, and password resets via Active Directory and Azure AD.

•Assisted with app setups, onboarding procedures, and integration of third-party services like SMS and Maps APIs.

•Applied creative problem-solving to restore degraded services using cache clears, restarts, and service pings.

•Communicated efficiently with business stakeholders during production incidents, providing timely impact updates.

•Collaborated with QA, dev, and infra teams to test feature behavior during campaigns and traffic spikes.

•Demonstrated solid knowledge of networking (TCP/IP, DNS, DHCP, VPN), security policies, and mobile device Managed the end-to-end setup and operation of the SO Connect platform for all sporting events, ensuring seamless execution and tracking.

•Created and maintained detailed competition schedules across multiple formats—team events, brackets, timed races, and scored sports.

• Assigned athlete bib numbers and managed fair divisioning to support organized and equitable participation.

•Entered match and race results with precision, generated official reports, and supported awards preparation for ceremonies.

•Applied technical knowledge to support system integration, ensuring smooth communication between front-end user interfaces and backend services.

•Proactively monitored network performance and system health to avoid disruptions during live events.

•Provided prompt troubleshooting for technical issues, including user access problems and real-time system glitches.

•Collaborated with cross-functional teams—event coordinators, IT staff, and volunteers—to deliver reliable on-site technical support.

•Contributed to continuous improvement strategies, offering ideas to scale and enhance the SO Connect platform for future games.

•Participated in technical planning and helped turn high-level platform goals into practical support processes.

•Acted as a liaison between event organizers, tech teams, and users to ensure alignment and rapid problem-solving.

•Maintained high data quality across registration, scheduling, and result tracking systems to ensure accurate records and positive athlete experiences.

Aditya Trading Solutions Nov 2014 to Nov 2017

IT System Supporter

Roles & Responsibilities:

•Delivered end-to-end IT support including network design, system installation, maintenance, and troubleshooting for a fast-paced stock trading environment.

•Logged, tracked, and managed incident tickets using ServiceNow, ensuring accurate categorization, prioritization, and resolution timelines in line with SLAs.

•Conducted root cause analysis (RCA) for critical system incidents and worked with cross-functional teams to implement long-term fixes.

•Prepared detailed post-incident documentation highlighting the full incident lifecycle, resolution steps, and preventive measures.

•Actively participated in team meetings and process reviews to continuously improve IT support workflows.

•Used JIRA to track KPIs and workflow tasks and collaborated across teams using Slack for real-time communication.

•Provided day-to-day support for users via email and phone, addressing queries and resolving issues related to trading platforms.

•Delivered IT assistance across platforms including Windows, macOS, and Linux, ensuring cross-system functionality.

•Installed and configured both server operating systems and trading-related applications to meet specific user and business requirements.

•Provided onsite support at client offices for software deployments, hardware setup, and troubleshooting system connectivity.

•Managed and maintained TCP/IP networking, diagnosing connectivity issues to ensure uninterrupted market access.

•Repaired faulty hardware components and carried out system health checks to ensure platform stability.

•Provided technical support and bug fixes for internal trading systems, ensuring smooth and secure trading operations.

•Supported users with Microsoft 365 and Google Workspace, enhancing productivity and communication.

•Handled new feature rollout testing and user support in live trading environments, ensuring rapid issue resolution with minimal business disruption.

•Proactively ensured trading system availability by monitoring logs and addressing potential risks before they impacted users.

Education:

•Bachelor of Technology (B.Tech ) in Computer Science and Engineering

Andhra University 2013 GPA 77.7%

•Master of Technology (M.Tech ) in Software Engineering

Jawaharlal Nehru Technological University, Kakinada 2015 GPA 79.7%

Certifications:

•Completed Certification as Oracle Cloud Infrastructure 2024 Generative AI Certified Professional.

•Completed Course Cloud Practitioner Essentials: AWS Machine Learning Services – Technical.

•Completed Certification Gen AI Learn-A-Thon 2024 at Capgemini.

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