L2 IT Application Support & Operations Specialist

TALVINDER SINGH MANNI

IT Application Support & Operations Specialist L2 Application Support

Nagpur, Maharashtra • +91-860******* • **************.*@*****.*** • linkedin.com/in/talvindersingh8 PROFESSIONAL SUMMARY

Pragmatic and human-centered IT Support & Operations Professional with over 10 years of overall IT experience, including 4+ years dedicated to enterprise L2 application support, production environments, and service delivery. Combines deep technical execution—troubleshooting cross-platform retail/SaaS environments and managing zero-downtime deployments—with an MBA in Operations Management. Known for bringing calm, clear communication to high-severity incidents, translating complex end-user issues into actionable technical requirements for developers, and leading high-performing support teams to maintain 98%+ SLA adherence. CORE COMPETENCIES & TECHNICAL NICHE

Application & Operations Support: L2 Application Support, Production Support, Incident & Problem Triaging, Root Cause Analysis (RCA), CAPA Implementation, Shift Operations Leadership. Platform & Functional Integration: SaaS & On-Premise Enterprise Systems (Aptos, PredictSpring), Cross- Platform OS Transitions (Windows to macOS/iOS), SQL Data Validation, Hypercare & UAT Support. ITSM Tools & Infrastructure: ServiceNow, Citrix Workspace, VMware Horizon, Workspace ONE, JAMF, AppDynamics, Datadog, Basic Networking (TCP/IP, DNS, DHCP). Business & Stakeholder Bridge: User Requirement Gathering, Defect Documentation, Operational SOP & Runbook Creation, Cross-Functional Team Coordination, Client Governance. KEY CAREER HIGHLIGHTS

• SLA Excellence: Consistently sustained 98%+ SLA compliance across high-volume production and enterprise application support operations.

• Team Leadership: Led a 6-member L2 support team at HCLTech, streamlining daily operations and fostering an efficient, collaborative shift culture.

• Efficiency Improvement: Reduced average ticket resolution time by 20% by authoring standardized runbooks, functional SOPs, and accessible knowledge-base documentation.

• Complex Rollout Execution: Supported large-scale enterprise SaaS migrations (including Windows-to- macOS/iOS retail POS transitions) with zero production downtime.

• Incident Resolution: Successfully diagnosed critical store hardware/software version mismatches during mobile checkout rollouts, providing immediate functional workarounds for business continuity. PROFESSIONAL EXPERIENCE

Support Technician Veritra IT Solutions Pvt. Ltd. July 2025 – June 2026

• Delivered L2 application and functional support, taking complete ownership of incoming tickets from triage to permanent resolution via ITSM platforms.

• Executed environment staging, database updates, and system configuration changes while adhering strictly to change control protocols to ensure zero-downtime releases.

• Validated post-deployment application synchronization and functional fixes during staging and pre- production rollout phases.

• Collaborated directly with infrastructure, QA, and product engineering teams to isolate root causes and establish preventive operational measures.

Senior Analyst (Acting Team Lead) HCLTech

March 2022 – June 2025

• Spearheaded a 6-member L2 support team delivering application and production support for multi-region enterprise retail platforms.

• Managed high-priority production incidents end-to-end, coordinating technical efforts across development, QA, and infrastructure units while maintaining transparent client communication.

• Engineered comprehensive Root Cause Analysis (RCA) and CAPA documentation for recurring system faults, significantly stabilizing platform performance.

• Authored practical operational SOPs, team runbooks, and end-user documentation (UD) that decreased team-wide ticket resolution times by 20%.

• Facilitated daily client governance calls and review meetings, translating complex technical outage metrics into clear, business-focused progress reports.

• Managed Hypercare support and UAT feedback loops during a multi-region migration from physical server applications (Aptos/Windows) to cloud SaaS ecosystems (PredictSpring/macOS). Technical Support & Field Operations MINC Billbox Pvt. Ltd. & Smart Data Processing Services December 2015 – March 2022

• Provided L1/L2 technical and application support across client sites, resolving localized software, hardware, and network connectivity issues.

• Mentored field support technicians on diagnostic standards, ticketing discipline, and SLA compliance.

• Compiled operational usage reports and process improvements to refine daily field support workflows. EDUCATION & CREDENTIALS

• MBA in Operations Management — RTM Nagpur University (2025)

• Bachelor's Degree — RTM Nagpur University (2021)

• ITIL 4 Foundation Framework Practices (Hands-on experience across HCLTech deployments)

• ServiceNow ITSM Fundamentals Training

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