Anagha M Nair
Muvattupuzha
Summary
Experienced Application & Production Support Engineer with over 6 years in banking and infrastructure support. Specializes in incident, problem, and change management, along with SLA monitoring and log analysis using Splunk. Delivers high system availability, reduces ticket backlog, and enhances operational efficiency in 24/7 production environments.
Overview
7
7
years of professional experience
Work History
Associate 2 Cloud Infrastructure Services
UST Global
Kochi
04.2020 - 01.2024
- Provided 24/7 application and production support for banking domain applications, ensuring consistent availability and reliability.
- Monitored system performance with Splunk and Dynatrace to proactively identify incidents, reducing potential downtime.
- Managed P1/P2 priority incidents via ServiceNow, ensuring 95%+ SLA adherence.
- Conducted daily system health check across critical banking services.
- Performed server patching, database maintenance, and application upgrades to improve stability and security.
- Reduced ticket backlog by streamlining incident resolution workflows.
- Performed Root Cause Analysis(RCA) for recurring production issues and implemented preventive measures.
- Compiled daily and weekly reports on ticket trends, SLA compliance, and system uptime metrics to inform stakeholders on operational performance.
- Collaborated with cross-functional teams during release deployments and change management activities.
Senior Systems Engineer
Cognizant Technology Solutions
Chennai
10.2018 - 03.2020
- Provided L2 Production Support for AT&T Kiosk and SIM Dispenser applications(hardware+ software).
- Monitored application logs and infrastructure performance with Splunk and TLeaf to ensure system reliability.
- Managed incident lifecycle from detection to closure through ServiceNow.
- Resolved payment failures, transaction mismatches, and application crashes through log analysis and debugging, enhancing user experience.
- Conducted real-time troubleshooting support with field engineers via voice support.
- Performed Root Cause Analysis and documented permanent fixes for recurring issues.
- Participated in daily status calls and stakeholder reviews, presenting system health reports to inform decision-making.
System Administrator
Surya Exports
Kochi
11.2016 - 11.2017
- Monitored infrastructure performance and optimized systems to enhance reliability.
- Monitored server logs and resolved system-level issues proactively.
- Maintained system security and compliance standards.
- Administered user accounts and enforced access control policies to maintain data security.
- Delivered end-user technical support to resolve issues promptly and ensure operational continuity.
Education
Bachelor of Engineering - Electronics and Communication Engineering
Surya Engineering College
Erode04-2016
Skills
- Cloud infrastructure support
- System monitoring
- Application support
- Incident management
- IT service management
- Change management
- Troubleshooting
- Problem resolution
- Root cause analysis
- Problem management
- System performance monitoring
- Splunk analysis
- Problem solving
Languages
English
Advanced (C1)
C1
Malayalam
Native
Native
Tamil
Intermediate (B1)
B1
Timeline
Associate 2 Cloud Infrastructure Services
UST Global
04.2020 - 01.2024
Senior Systems Engineer
Cognizant Technology Solutions
10.2018 - 03.2020
System Administrator
Surya Exports
11.2016 - 11.2017
Bachelor of Engineering - Electronics and Communication Engineering
Surya Engineering College