NISHMITHA SM
Bengaluru
Summary
Supports enterprise ITSM platforms across multi-tenancy environments, resolving L2/L3 application issues and maintaining high availability for global accounts. Delivers root-cause analysis, major incident support, and workflow automation to reduce manual effort and improve service consistency.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Senior Support Engineer
SapphireIMS
Bengaluru
12.2017 - 01.2024
- Supported 500+ global accounts in a multi-tenancy ITSM environment.
- Managed Production/Dev/UAT applications and tools, ensuring high system availability and minimising downtime in a shared model setup.
- Configured SapphireIMS user interface as per client requirements.
- Gathered requirements and configured Service Catalogs in SapphireIMS.
- Configured SLA and Workflow in SapphireIMS Tool.
- Configured customized ITSM Reports; creating and modifying reports as per client requirements.
- Managed automation of various tasks within SapphireIMS to reduce or eliminate manual intervention.
- Coordinated technical resolvers for high-severity incidents, ensuring timely resolution and communicated status updates to leadership and customers.
- Responded to requests for technical assistance over the phone or via a ticketing system.
- Identified urgent issues and escalated them to appropriate teams for resolution.
- Triaged issues and redirected them to the appropriate resources for effective resolution.
- Mentored new engineers by answering technical questions, escalating cases, and teaching detailed process development.
- Conducted root cause analysis for customer issues, identifying patterns and recommending improvements for future prevention.
Education
B.E. - Computer Science
KVG Engineering College Sullia
01-2017
XII -
B.A.R.H.SS Bovikanam Kasaragod
01-2013
X -
Navajivana Higher Secondary Kasaragod
01-2011
Skills
- Enterprise Software & SaaS: Experience supporting enterprise software and SaaS applications, including troubleshooting application and user issues
- API: Experience using Postman and similar API testing tools; working knowledge of REST APIs, HTTP methods, request/response handling, and API troubleshooting
- SQL: Ability to write basic to intermediate SQL queries for data validation, troubleshooting, and database verification
- Web & SaaS Troubleshooting: Experience troubleshooting web-based applications, browser Developer Tools, network connectivity, HTTP requests, and application-related issues
- Key Skills: Asset Management, CMDB, Escalation Management, Incident Management, Major Incident Management, Operations, Request Management
- Technical Skills: API (Basic Troubleshooting Skills), Basic Java (Beginners), Manual Testing, MySQL (Basic Troubleshooting Skills), RPA (Basic Troubleshooting)
Certification
ITIL v4 Foundation Certified, PeopleCert AXELOS Global Best Practice (GR671498700NS) | 03/2022 – 03/2026
Accomplishments
- Maximized ticket resolution during the closure drive by efficiently resolving all critical issues within strict timeframes
- Successfully resolved high-priority issues within strict deadlines
INTERESTS
Writing poems
Timeline
Senior Support Engineer
SapphireIMS
12.2017 - 01.2024
B.E. - Computer Science
KVG Engineering College Sullia
XII -
B.A.R.H.SS Bovikanam Kasaragod
X -
Navajivana Higher Secondary Kasaragod