Sushmitha Baskar
Bangalore
Summary
Application Support Engineer with 5.8 years of experience specializing in OmniPOS and retail systems. Proven expertise in production support, deployments, troubleshooting, and incident management across EU and NAM regions. Strong ITIL foundation with hands-on experience in release coordination, RCA, and cross-team collaboration.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Application Operations / Major Incident Support
Tata Consultancy Services
Bangalore
08.2023 - Current
- Coordinated communication between application, deployment, and infrastructure teams to streamline incident management.
- Improved incident handling through effective communication and escalation management.
- Maintained incident records and RCA reports in ServiceNow to ensure comprehensive documentation and follow-up.
- Analyzed issues reported by SD and categorized priorities to facilitate timely resolution.
- Client – Myer, Halfords, Bangalore
Systems Engineer – Application Support & Deployment
Infosys
Chennai
12.2020 - 08.2023
- Delivered end-to-end L2 support for OmniPOS ensuring uninterrupted store operations.
- Supported production environments across EU & NAM regions, handling incidents and service requests.
- Diagnosed and resolved POS terminal, peripheral, and retail application issues.
- Performed application upgrades & deployments, validating post-deployment stability.
- Conducted RCA for recurring defects and implemented preventive fixes.
- Collaborated with development and infra teams for bug fixes and enhancements.
- onboarded 50+ stores by executing backend POS integration and store opening critical resources
- Created and maintained documentation in Confluence.
- Client – Adidas, Chennai
Education
MBA -
Alagappa University
05-2023
BCA -
Bharathidasan University
04-2020
SRV Matriculation Higher Secondary School -
SRV Matriculation Higher Secondary School
04-2017
Arasu Nagar Matriculation Higher Secondary School -
Arasu Nagar Matriculation Higher Secondary School
05-2015
Skills
- Application Support
- Production Support
- Retail Application Support
- ServiceNow
- Deployment
- RCA
- POS troubleshooting
- Remote Support Tools
- Jira
- Confluence
- Documentation Management
- Service Management
- Business Process Analysis
- Mobile Payment Solutions
- Inventory Management Solutions
- Effective communication
Certification
- OmniPOS Certification – Infosys
- ITIL Foundation – AXELOS / PeopleCert
Timeline
Application Operations / Major Incident Support
Tata Consultancy Services
08.2023 - Current
Systems Engineer – Application Support & Deployment
Infosys
12.2020 - 08.2023
MBA -
Alagappa University
BCA -
Bharathidasan University
SRV Matriculation Higher Secondary School -
SRV Matriculation Higher Secondary School
Arasu Nagar Matriculation Higher Secondary School -
Arasu Nagar Matriculation Higher Secondary School