Headline

Senior Software Engineer | Service Delivery & Production Support | ServiceNow · ITSM · ITIL | Banking Domain | Incident, Problem & Major Incident Management | Grafana · Instana | Linux

About

I'm a Senior Software Engineer with 3.9+ years of experience managing production support and service delivery operations for critical banking applications at ABSA Bank. My day-to-day involves owning Incident, Problem, Change, and Major Incident Management end-to-end from leading live bridge calls during P1 outages to driving root cause analysis and implementing long-term fixes that actually stick. I work closely with infrastructure, middleware, database, and vendor teams to keep SLAs tight and services stable. What I bring to the table: → Production incident coordination & MIM ownership → ServiceNow ITSM operations (tickets, workflows, reports, SLAs) → Application monitoring with Grafana & Instana → RCA documentation, preventive action planning, and stakeholder reporting → ITIL-aligned service delivery in a high-stakes banking environment I've recently completed Linux Fundamentals (Coursera/Packt, Jun 2026) and the full GitHub Copilot learning path on Microsoft Learn — actively expanding into cloud and DevOps tooling to evolve into platform and reliability-focused roles.

Location

Bengaluru

AI stack

anthropic apis

antigravity

claude code

claude

gemini

grok

Work experience

Senior Software Engineer at LTM, Jan 2026 - Present · 9 mos, Bengaluru, Karnataka, India · Hybrid, • Managed end-to-end Incident, Problem, Change, and Major Incident (MIM) processes for critical banking applications serving thousands of customers, maintaining SLA compliance. • Led bridge calls and coordinated cross-functional resolution teams (infra, middleware, DB, vendor) during P1/P2 production outages, reducing mean time to resolve (MTTR) through structured processes. • Conducted root cause analysis (RCA) investigations for recurring incidents and implemented preventive actions, reducing repeat incident counts over successive quarters. • Monitored application health and performance using Grafana dashboards and Instana APM, proactively identified anomalies before they escalated to customer-impacting incidents. • Managed and tracked 100+ ServiceNow tickets monthly including change requests, service requests, and incident records, maintained accurate CMDB entries and generated weekly/monthly reports for applications. • Coordinated release and deployment activities across DEV, UAT, and PROD environments in collaboration with DevOps and vendor teams, ensuring zero-defect production rollouts.

Software Engineer at LTM, Sep 2022 - Dec 2025 · 3 yrs 4 mos, Bengaluru, Karnataka, India · Hybrid

Internship Trainee at Mindtree, Feb 2022 - May 2022 · 4 mos, Bengaluru, Karnataka, India, • Successfully completed an intensive, accelerated training program on the MEAN Stack, graduating with an "Excellent" performance rating. • Developed and deployed responsive user interface components using Angular and built secure RESTful API endpoints utilizing Node.js and Express.js • Designed and optimized schemas in MongoDB for data persistence, ensuring efficient query performance during project evaluations. • Participated in daily stand-ups, code reviews, and sprint planning sessions, gaining hands-on exposure to enterprise software development lifecycles (SDLC).

Internship Trainee at Bionic Engineers, Aug 2021 - Sep 2021 · 2 mos, Bengaluru, Karnataka, India, • Designed and engineered the user interface for a Pharmacy Website application from scratch, ensuring a clean, intuitive UX for healthcare consumers. • Implemented modern, responsive web design principles using HTML5 and custom CSS to ensure cross-browser compatibility and seamless mobile rendering. • Programmed client-side interactive elements and form validations using native JavaScript, enhancing user engagement and data accuracy before submission. • Managed the end-to-end implementation lifecycle of the web project within a tight 2-month timeline, meeting all core design objectives.

Education

Bachelor of Engineering - BE, Information Science, Rajarajeswari College of Engineering(RRCE)

Public links

github: https://github.com/Akash642-eng