Vyshali R

Highly accomplished and results-driven Application & Technical Support Engineer with over 8 years of experience in SaaS-based customer engineering, cloud platforms, and database-driven applications. Skilled in managing L1/L2 product support with proven expertise in SQL, Unix/Linux, and AWS (EC2, S3, CloudWatch). Adept in ITIL-aligned incident, problem, and change management, specializing in root cause analysis (RCA) and delivering permanent fixes that reduce downtime and optimize service delivery.

Proficient with critical enterprise tools including ServiceNow, BMC Remedy, Jira, Splunk, and Confluence, ensuring SLA adherence, proactive monitoring, and seamless escalation handling. Recognized for strong communication, cross-functional collaboration, and client engagement, consistently driving customer satisfaction and operational efficiency in remote, global support environments. Committed to continuous improvement, automation, and knowledge sharing to enhance support operations and business outcomes.

Project Name: Telecom Billing & CRM Support System
Client: Orange Telecom

Role: Application Support Specialist

Duration: June 2021 to Till Date

Skills: SQL, Log analysis (Unix) , Python Scripting, AWS, networking, Jira, ServiceNow, BMC Remedy, RCA report

Roles & Responsibilities:

• Delivered L1/L2 application support for critical incidents, ensuring 99.9% availability and high system performance.
• Managed the full incident lifecycle using ServiceNow and BMC Remedy, from ticket creation and triage to resolution and RCA, while ensuring SLA compliance.
• Diagnosed and resolved complex product issues using SQL, log analysis, Python scripting, AWS (EC2, S3, CloudWatch), and networking protocols (DNS, TLS).
• Performed Root Cause Analysis (RCA) leveraging query logs, execution plans, and indexing techniques, implementing permanent fixes to reduce recurring incidents.
• Optimized SQL queries (JOIN, GROUP BY, window functions, WHERE, INSERT, UPDATE, DELETE) for reporting, troubleshooting, and data correction, improving efficiency and data integrity.
• Reviewed application logs and SQL traces to identify performance bottlenecks, collaborating with developers and DBAs to optimize database access and system stability.
• Monitored system performance with htop, sar, netstat, and custom alerting tools, proactively identifying and resolving potential issues before customer impact.
• Automated log collection, alert triage, and reporting using Python and AWS CloudWatch Events, reducing mean time to detect (MTTD) from 8 minutes to 2 minutes.
• Authored RCA documentation for 20+ high-severity outages, implementing corrective measures that cut repeat incidents by 40%.
• Wrote and tuned 100+ SQL queries for ad-hoc reporting, accelerating troubleshooting and reducing resolution time by 30%.
• Collaborated with cross-functional engineering teams to resolve escalations and drive continuous platform improvements.
• Maintained a 95% CSAT score by delivering proactive client communication, timely updates, and transparent resolution tracking through Jira and ServiceNow.
• Provided 24x7 rotational support for high-volume client platforms, swiftly restoring service in 95% of P1/P2 incidents within 15 minutes.
• Documented fixes, best practices, and technical knowledge, enhancing team efficiency and supporting self-service solutions.

Project Name: Healthcare Data Integration & Analytics Platform

Client: Novartis

Role: L1 and L2 Product Support Engineer

Duration: April 2017 – May 2021

Skills: SQL, Splunk, Python Scripting, Unix, Networking, HTTP/HTTPS, APIs, ServiceNow, BMC  Remedy, Jira, Debugging, Troubleshooting, Root Cause Analysis (RCA), SaaS Support

Roles & Responsibilities:

• Provided L1/L2 support for healthcare SaaS applications across multi-tenant cloud platforms, ensuring 24/7 availability and high client satisfaction.
• Diagnosed and resolved complex application issues including API failures, authentication errors, integration challenges, and configuration problems using SQL, Python, Unix/Linux, HTTP/HTTPS, AWS CloudWatch, and Splunk.
• Managed the full incident and service request lifecycle (P1/P2) using ITIL best practices in ServiceNow, BMC Remedy, Jira, and Confluence, maintaining SLA compliance.
• Conducted Root Cause Analysis (RCA) using system logs (tail, grep, awk, syslog) and API tools (Postman), implementing permanent solutions that reduced repeat incidents by 40%.
• Optimized SQL scripts for data extraction, reporting, and issue analysis, improving troubleshooting efficiency and ensuring data integrity.
• Monitored system performance (CPU, memory, disk, network) with top, vmstat, iostat, df, netstat, proactively detecting and resolving potential issues to prevent outages.
• Developed, maintained, and published knowledge base articles, SOPs, and troubleshooting guides, increasing team efficiency and enabling customer self-service.
• Supported customer onboarding, engagement, and training, collaborating with Customer Success Managers for smooth adoption of healthcare applications.
• Configured, tested, and supported hardware, software, and network components, improving system performance and end-user productivity.
• Participated in UAT and system upgrades, contributing to product stability, quality, and continuous improvement initiatives.
• Provided technical guidance to users and cross-functional teams, ensuring effective issue resolution and operational continuity.
• Managed user accounts and privileges via Active Directory, ensuring secure system access and compliance.
• Analyzed customer usage patterns and feedback to inform product enhancements and drive continuous improvement initiatives.