Astha Srivastava
Gurgaon
Summary
Application Support Engineer with 5+ years of experience in production support, incident management, and application troubleshooting. Proven expertise in SQL, monitoring, and issue resolution with strong experience in leading support teams and ensuring adherence to SLAs. Skilled in collaborating with cross-functional teams, improving system performance, and delivering high-quality support in fast-paced environments.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
Support Lead & Incident Manager
Virtual Diamond Boutique (VDB)
06.2020 - Current
- Provided L1/L2 application support for VDB's suite of SaaS-based applications used by global diamond retailers and jewelers.
- Monitored application performance, log files, and database activity to proactively identify and resolve issues.
- Handled incidents and service requests via JIRA/ServiceNow, ensuring timely resolution within SLA.
- Troubleshot SQL-related issues, including query optimization, data validation, and fixing failed transactions.
- Collaborated with developers during application upgrades, performing pre-deployment checks, regression validation, and post-release monitoring.
- Assisted clients with technical issues related to API integrations, third-party plugins, and application configurators.
- Worked with Unix commands for log analysis and backend troubleshooting.
- Documented knowledge base articles and escalation procedures to streamline support.
- Conducted root cause analysis (RCA) for recurring incidents and suggested preventive measures.
- Provided 24x7 on-call support for high-severity production issues and coordinated with cross-functional teams for quick resolution.
- Trained and mentored junior team members on support processes, troubleshooting techniques, and client communication best practices.
- Excel in domain knowledge of jewelry industry applications and demonstrate expertise in debugging complex technical issues.
Automation Tester
Acxiom
01.2019 - 08.2019
- Automated regression test cases using Selenium within Eclipse.
- Worked in a 20-member team to improve test coverage and reduce manual testing time.
Production Support Engineer
Acxiom
07.2016 - 12.2018
- Supported production systems for Wal-Mart's database and anti-money laundering systems.
- Resolved application issues, monitored calibration reports, and maintained system stability.
- Created and maintained escalation documentation and post-implementation support.
- Used SQL queries for database updates, rollouts, and troubleshooting.
- Ensured SLA compliance by prioritizing and managing daily workload effectively.
Education
B.Tech - Computer Science
BBD University
Lucknow 06.2012 - 06.2016
Skills
- Application Support & Incident Management
- SQL & Database Troubleshooting
- Performance & Capacity Monitoring
- ITSM Tools
- Automation Testing
- Root cause analysis
- Customer relationship management
- Process documentation
- Team leadership
Languages
Hindi
Proficient
C2
English
Proficient
C2
Timeline
Support Lead & Incident Manager
Virtual Diamond Boutique (VDB)
06.2020 - Current
Automation Tester
Acxiom
01.2019 - 08.2019
Production Support Engineer
Acxiom
07.2016 - 12.2018
B.Tech - Computer Science
BBD University
06.2012 - 06.2016