Krishna Raghunath

Application Support Analyst / Engineer with 8+ years of experience supporting business-critical enterprise applications in ITIL-driven environments. Experienced in incident, problem and change management, structured troubleshooting, ticket ownership, root cause analysis and stakeholder communication. Strong hands-on experience with ServiceNow, Jira, Splunk, SQL, SCCM and Windows/Linux platforms.

Confident investigating application and system issues, documenting findings, following support procedures, coordinating with technical teams and providing clear ticket updates through email and Microsoft Teams. Customer-focused, methodical and comfortable learning new applications and workflows. Eligible to work in the UK and available immediately.

Team Lead / Application Support Engineer - HCL Technologies

(2023-02 - 2023-09)

Provided L3 production and application support for enterprise applications, investigating incidents and coordinating resolution.

• Managed incidents, problems and changes through ServiceNow, maintaining accurate ticket information and progressing issues through to closure.
• Performed structured troubleshooting using Splunk log analysis and system health checks to identify application and system issues.
• Managed the full ticket lifecycle from incident logging and initial investigation through resolution, escalation and closure within SLA targets.
• Provided clear technical updates to stakeholders through ServiceNow, email and Microsoft Teams, ensuring progress and next steps were understood.
• Created and maintained SOPs and runbooks to support consistent troubleshooting and knowledge sharing.
• Coordinated with cross-functional teams during releases and production issues, ensuring information was captured and communicated promptly.
• Managed multiple concurrent support issues in a fast-paced environment while maintaining SLA compliance.

Senior Project Engineer - Wipro Limited

(2015-05 - 2023-01)

Provided L2/L3 application and system support for enterprise environments.

• Investigated application issues using SQL queries and available system information to identify potential causes and support resolution.
• Supported deployments and patching using SCCM, following established technical and process procedures.
• Automated recurring support and administrative tasks using VBScript.
• Worked with technical teams to investigate incidents, coordinate fixes and support stable application operation.

Master of Technology - IT - Vellore Institute of Technology

Bachelor of Computer Applications - GRD College of Arts and Science