Rekha S Panicker
Alappuzha
Summary
Detail-oriented Application Support Engineer with over 9 years of experience in L1 and L2 application and environment support. Skilled in SQL, Java, and automation scripting, with expertise in application deployment, monitoring, troubleshooting, and change management. Known for delivering strong technical solutions in global multi-country environments and providing excellent customer service with a flexible work approach.
Overview
10
10
years of professional experience
Work History
Technical Support Lead
Wipro
Bangalore
12.2019 - Current
- Led a team of 7 technical support engineers, ensuring timely resolution of complex SQL issues. Collaborated with development, QA, and product management to address defects and performance issues.
- Developed technical documentation, training materials, and troubleshooting guides to improve team efficiency. Conducted interviews, evaluations, and provided feedback for continuous development.
- Coordinated with stakeholders to prioritize resources, minimizing downtime. Analyzed trends, identified improvements, and recommended initiatives to enhance SQL support quality and efficiency.
Project Engineer
Wipro
Bangalore
06.2015 - 12.2019
- Deliver L1 and L2 application support for critical business platforms across diverse global locations.
- Monitor applications using Dynatrace and datadog and optimize database performance through SQL.
- Develop automation scripts in Shell and SQL to streamline routine operational tasks and environment health checks.
- Manage and implement change requests using ServiceNow, ensuring strict adherence to ITIL processes.
- Conduct application deployments, manage test environments, and support QA through sanity and regression testing.
- Produce comprehensive Knowledge Base articles to facilitate faster issue resolution and knowledge transfer.
- Provide 24x7 support coverage by participating in rotating shifts and offering weekend support as needed.
Education
Master of Science - Integrated M.Tech in Software Engineering
Birla Institute of Technology And Science, Pilani
Bangalore11-2019
Bachelor of Science - Computer Application
Amrita School of Arts And Sciences
Kochi05-2015
Skills
- Application & Environment Support (L1, L2)
- Java, SQL Programming
- ServiceNow Portal & Change Management
- Automation (Shell Scripting, SQL Automation)
- Application Monitoring (Dynatrace, Datadog)
- Code/Database Troubleshooting
- Multi-Country Deployment Support
- Change Request Management
Accomplishments
- 2019 : Round of applause promotion on extraordinary commitment.
Languages
Malayalam
First Language
English
Proficient (C2)
C2
Tamil
Beginner (A1)
A1
Affiliations
- Reading
- Dancing
Timeline
Technical Support Lead
Wipro
12.2019 - Current
Project Engineer
Wipro
06.2015 - 12.2019
Master of Science - Integrated M.Tech in Software Engineering
Birla Institute of Technology And Science, Pilani
Bachelor of Science - Computer Application
Amrita School of Arts And Sciences
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