Divya Mary. X
Toronto, Ontario
Summary
Results-driven Applications Support Engineer with over five years of experience in comprehensive applications and server monitoring support across diverse platforms. Expertise in ITIL service management best practices, including incident and change management, ensures seamless operations and minimal downtime. Proven track record of providing round-the-clock support for various servers, including Dev, DR, and PROD, while collaborating effectively with vendors to manage technology lifecycles and recommend strategic changes. Extensive hands-on experience with tools such as ServiceNow, Netcool, AppDynamics, Splunk, TWS, and Autosys contributes to delivering robust solutions and driving continuous improvement.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Application Support Engineer
Tata Consultancy Services Limited (TCSL)
05.2022 - 09.2024
- Roles & Responsibilities:
- Application support:
- Working as front-line, second level technical support as part of the IT Operations team to deliver exemplary customer service to clients.
- Experience of ITIL best practice around the IT Service Support processes.
- Experience on Incident management change management.
- Knowledge in involving Bridge calls when Applications goes down in globally and performing change and patching tasks.
- Performing Server & application monitoring using Netcool, AppDynamics, Splunk, TWS and Autosys.
- Leveraged SQL queries in Front End Application (Query Builder section) to fetch reports based on the user requirements such as Daily Activity Report, Tasks, Reviews, Testing's related reports, MI Requests etc.
- INFRASTRUCTURE SUPPORT:
- Good experience with monitoring and alert notification in Netcool, AppDynamics, Splunk.
- Working in infrastructure and production support in a 24/7 environment on both Windows and Linux platforms.
- Good knowledge of ITIL processes and hands-on experience with the ServiceNow ticketing tool.
- Involved in Windows server and Linux Server Patching (pre and post) activities.
- Knowledge in working of application pools on IIS in Windows Servers and IIS reset during Major outages.
- Experience in working on weekend pre and post patching activities in production environments.
- Strong experience handling all kinds of infrastructure auto alerts like CPU, memory, disk, utilities logs updating, server down, URLs down, etc.
- Experience in disk space management and coordinating with DBAs in production environments.
- Managing system security, disk space, user profile creation, and user rights management.
- Managing disk space utilization, memory, CPU, processes, and deleting log files on servers.
- Knowledge of installing certifications on Windows and Linux server platforms.
- Hands-on with cloud-based technologies – OpenShift, AWS (RDS, EC2, CloudWatch).
Systems Engineer
Infosys Limited
06.2019 - 05.2022
- SYSTEMS ENGINEER:
- Proven knowledge in delivering application production support for Prime Biller application in Telecom domain with 3 years of experience in Infosys.
- Scheduling Bill runs for both QA and production with Singleview tool and performing pre and post checks for Bill runs for EMEA, APAC region.
- Astute knowledge in implementation of SQL queries in Oracle 11g.
Education
M.C.A -
University of Madras
01.2021
B.C.A - undefined
Stella Maris College
01.2019
Skills
- Operating Systems: Windows & Linux / Unix and shell scripting
- Database: SQL SERVER 2008, Oracle SL Developer
- Monitoring Tools: Netcool, AppDynamics, Splunk, TWS, Autosys, Eggplant
- Ticketing Tool: Service Now, Service First
- Others: Python (basics), Tableau, Singleview, Kibana, AWS
Certification
- SQL (Udemy)
- Microsoft Azure Fundamentals (Microsoft)
- Data Analytics and Visualization Virtual Experience (Accenture)
Timeline
Application Support Engineer
Tata Consultancy Services Limited (TCSL)
05.2022 - 09.2024
Systems Engineer
Infosys Limited
06.2019 - 05.2022
B.C.A - undefined
Stella Maris College
M.C.A -
University of Madras