Vinotha Balasubramanian

Thiruvarur,

Summary

Results-driven Application Support Engineer with 6+ years of experience supporting SaaS and enterprise applications. Strong expertise in production support, root cause analysis, SLA management, automation, and incident management. Proven ability to reduce ticket resolution time by 80%, improve system stability, and enhance customer satisfaction. Skilled in .NET, SQL Server, ServiceNow, monitoring tools, and cross-functional collaboration.

Overview

years of professional experience

Work History

Application Support Engineer

Syndigo

05.2023 - 06.2025

Provided L2/L3 application support for SaaS platforms, resolving complex production issues through detailed root cause analysis.
Reduced client resolution time from 24 hours to 4 hours, significantly improving customer satisfaction.
Automated repetitive operational tasks, reducing P3/P4 ticket volume by 50% (from 20 to 10 tickets per week).
Managed 7-8 support tickets daily, ensuring strict adherence to SLAs.
Identified and fixed application issues in test environments prior to production deployment.
Collaborated with engineering, QA, and business teams during major incidents and system outages.
Created and maintained knowledge base documentation to improve team efficiency and onboarding.

Associate

Cognizant Technology Solutions

Chennai

02.2017 - 02.2020

Supported enterprise applications by identifying and resolving data and UI-related issues.
Ensured data accuracy and integrity by fixing UI discrepancies and backend data mismatches.
Prepared detailed impact analysis and incident reports for stakeholders.
Developed unit test cases to ensure code quality before production deployment.
Coordinated with Lighthouse, Warehouse, and DBA teams for smooth operational support.
Monitored scheduled batch jobs and resolved failures (abends) within a 1-hour SLA.

Education

Bachelor of Engineering - Computer Science and Engineering

Saranathan College of Engineering

Trichy

06.2016

Higher Secondary - Computer Science

St. Philomena's Girls Higher Secondary School

Trichy

06.2012

Skills

Programming & Frameworks: C#, NET Framework, ASPNET MVC, Java, OOPs

Databases: SQL Server, SQL Server Management Studio

Tools & Platforms: Visual Studio, GitHub, TFS, ServiceNow, Jira, RMTrack, AppFabric

Monitoring & Logging: AppDynamics, Zabbix, Splunk

Web & API Tools: IIS, REST APIs, Postman

Other: Incident Management, SLA Management, Root Cause Analysis, Debugging, Troubleshooting

Accomplishments

Best Employee of the Year and Best Learner of the Project award for outstanding performance and quick knowledge acquisition.
Successfully automated repetitive support activities, cutting ticket inflow by 50%.

Timeline