Headline

Production Support Engineer | Production Support Lead Aspirant | Incident Management | ServiceNow | Team Leadership

About

Production Support Professional with 6+ years of experience supporting enterprise applications in high-availability production environments. Experienced in incident management, service restoration, root cause analysis, stakeholder communication, and ServiceNow ticket management. Throughout my career at Tata Consultancy Services (TCS), I have managed 200+ monthly incidents while maintaining SLA compliance and ensuring minimal business impact. I have served as an escalation point during critical incidents, coordinated cross-functional teams, and led incident bridge calls involving development, infrastructure, database, and business stakeholders. My experience includes production deployments, release support, change management, operational documentation, client communication, and mentoring new team members. I have also acted as a Shift Lead during critical support windows, driving timely resolution of high-priority incidents and supporting continuous service improvement initiatives. Key Skills: • Production Support • Incident Management • ServiceNow • SLA Management • Root Cause Analysis (RCA) • Escalation Management • Change Management • Stakeholder Management • Team Leadership • SQL • Batch Monitoring • ITIL Concepts Currently seeking opportunities in Production Support Lead, Support Lead, Incident Manager, or Application Support Leadership roles where I can contribute both technical expertise and team leadership capabilities.

Location

Mumbai

Work experience

Production Support Engineer at TCS, Dec 2019 - Present · 6 yrs 7 mos, Hybrid, Managed production support operations for enterprise applications with high availability requirements. Handled 200+ monthly incidents while maintaining SLA compliance. Served as escalation point for critical production incidents and major outages. Coordinated with development, infrastructure, database, and business teams to resolve complex issues. Conducted root cause analysis and supported problem management initiatives. Managed complete incident lifecycle through ServiceNow. Led incident bridge calls involving multiple stakeholders and client teams. Supported production deployments, release validation, and change implementation activities. Mentored 8+ new team members and reduced onboarding time through structured knowledge transfer. Maintained operational documentation and knowledge articles to improve support efficiency. Acted as Shift Lead during critical support windows and ensured timely incident resolution.

Education

Master's degree, Information Technology, Guru nanak college

BSC IT, IT, Mumbai University Mumbai