MITHILESH TIWARI
Application Support Specialist
New Delhi
Summary
Experienced Application Support Specialist with 4 years in application support and incident management. Skilled in troubleshooting application issues and managing incident lifecycles to resolve customer escalations. Supported Procure-to-Pay (P2P) operations while ensuring SLA compliance for global clients across EMEA and APAC. Focused on enhancing operational efficiency through data analysis and production support.
Overview
2
2
Languages
12
12
years of professional experience
Work History
Application Support Specialist (EMEA & APAC Support)
BirchStreet Systems
05.2022 - 06.2026
- Monitored and supported inbound and outbound file integrations for AP, Payment, Vendor, POS, and Inventory between BirchStreet and ERP systems like SAP, PeopleSoft, and Workday, ensuring seamless data flow.
- Investigated and resolved integration failures through detailed troubleshooting and root cause analysis, minimizing business disruption and enhancing integration reliability.
- Managed complex production incidents escalated from L1 Support, Product Management, and Customer Success teams, facilitating prompt resolution and maintaining service continuity.
- Successfully resolved 30+ critical escalations monthly while maintaining SLA compliance above 95%.
- Documented incidents, break-fix activities, enhancements, and change requests in JIRA.
- Key Responsibilities & Achievements
Senior Analyst – MIS Executive
GlobalLogic
01.2014 - 05.2022
- Collected, compiled, and maintained business data from multiple departments to support informed decision-making.
- Prepared daily, weekly, and monthly MIS reports for leadership teams.
- Analyzed large datasets and generated meaningful business insights.
- Ensured data accuracy, consistency, and completeness across reporting systems.
- Created dashboards, charts, scorecards, and performance reports to visually communicate key performance indicators.
- Key Responsibilities
Education
B.E. -
R.G.T.U. Bhopal
XII - undefined
M.P. Board
SingrauliX - undefined
CBSE Board
SingrauliSkills
Application support
Incident management
Technical Troubleshooting
Root cause analysis
SLA Management
Data analysis
ERP & System Integrations
MySQL
Power BI
Microsoft Excel
JIRA
User testing
Cross-functional collaboration
Customer Communication
Timeline
Application Support Specialist (EMEA & APAC Support)
BirchStreet Systems
05.2022 - 06.2026
Senior Analyst – MIS Executive
GlobalLogic
01.2014 - 05.2022
X - undefined
CBSE Board
XII - undefined
M.P. Board
B.E. -
R.G.T.U. Bhopal