Headline

Application Support Engineer | L2/L3 Production Support | MS SQL · Python · Power BI | ServiceNow | ITIL v4 | PL-300 & AI-900

About

4+ years in L2/L3 application support for GxP-regulated pharma QC systems at AstraZeneca (via Hexaware). 99.9% uptime. 95%+ SLA. Twice awarded Rockstar of the Month. Resolved 100+ incidents/quarter across 6 enterprise QC systems. Led a 3.5M-row legacy DB decommission, corrected 1,700+ production records with zero downtime, and built Power Automate workflows that eliminated manual monitoring across teams. MS SQL Server · T-SQL · Python · Power BI (PL-300) · ServiceNow · Azure (AI-900) · Power Automate · IIS · ITIL v4 Open to Application Support, Production Support, AIOps, Data Analyst, and Cloud Operations roles in Mumbai / Pune / Bengaluru

Location

Mumbai Metropolitan Region

Work experience

Associate Software Engineer at Hexaware Technologies, May 2022 - Present · 4 yrs 2 mos, Chennai, Maintained 99.9% uptime across 6 GxP-regulated QC systems (MODA-EM, CMX, MRS2, SENISS, TPW3, Zaspa); managed 100+ incidents/quarter via ServiceNow with 95%+ SLA compliance. Reduced repeat incidents by 30% through RCA and preventive fixes; achieved 100% success rate across all DR drills. Corrected 1,700+ production records using T-SQL with zero downtime; decommissioned a 3.5M-row Sweden legacy database with full AWS archival. Built Power Automate workflow eliminating manual monitoring for 3 teams; developed Power BI dashboards for real-time SLA tracking. Authored 50+ SOPs and KBAs, reducing team onboarding time by 40%. Awarded Rockstar of the Month (Oct 2024, Mar 2025) and Team Excellence Award for outstanding operational support.

Education

Bachelor of Science - BS, Information Technology, K J Somaiya College of Science & Commerce

HSC 12th, Business/Commerce, General, SMT. CHM College, Ulhasnagar - 03