Shilpa Salve

L2 Software Support Engineer. |[Decidalo] Duration: [Aug 2023] – [Aug 2025].

• Provided advanced technical support for enterprise applications, resolving complex issues escalated from L1 support within defined SLAs.
• Conducted root cause analysis for recurring incidents, implementing permanent fixes, and preventive measures to enhance system stability.
• Collaborated with cross-functional teams, including development and infrastructure, to troubleshoot and resolve multi-tier application issues.
• Managed and monitored application performance, identifying bottlenecks, and optimizing configurations to improve system efficiency.
• Documented detailed incident reports, including troubleshooting steps and resolutions, to maintain a knowledge base and assist in future issue resolution.
• Assisted in the deployment of software updates and patches, ensuring minimal disruption to end users, and compliance with change management processes.
• Provided training and guidance to L1 support staff, enhancing team capabilities, and improving overall support quality. Built in.
• Utilized tools such as ServiceNow, Jira, or others for ticket management and issue tracking.
• Ensured adherence to service level agreements (SLAs), consistently meeting or exceeding performance targets.

Web Developer. |[OIC-CC] Duration: [Mar 2021] – [Sep 2023].

• Job role focused on support for web development.
• Managing international clients and requirements, and the creation and maintenance of websites.
• Creation of web pages, press releases, and managing website data on the Tridion tool.
• Complete support and execution for clients' requirements.
• Deployment of web pages in the production environment.