Megha Kasabe

Dedicated L2 Support Engineer with 6+ years of experience in application support, incident management, troubleshooting, and customer issue resolution. Skilled in analyzing production issues, SQL queries, log analysis, ticket management, and collaborating with development teams to ensure service availability and customer satisfaction. Strong understanding of ITIL and ITSM processes and SLA management.

Consultant - Capgemini Technology Services India Limited - Mumbai

(2019-05 - 2025-12)

Provided Level 2 support for Glovia ERP modules and production support.

• Provide Level 2 support for Glovia ERP modules such as Manufacturing, Inventory, Procurement, Planning, Finance, and Order Management.
• Analyze and resolve application incidents raised by end users within agreed SLAs.
• Investigate ERP transaction failures, system errors, and process-related issues.
• Perform root cause analysis (RCA) for recurring incidents and recommend preventive actions.
• Monitor daily ERP operations and ensure business-critical processes run smoothly.
• Execute SQL queries for data validation, troubleshooting, and report generation.
• Support month-end and year-end business activities by ensuring system availability and resolving critical issues.
• Coordinate with L3 support, developers, and functional consultants for complex issue resolution.
• Assist users with process-related queries and provide functional guidance.
• Review application logs and system alerts to identify and address potential issues proactively.
• Support ERP upgrades and deployment activities.
• Create and maintain knowledge base articles, SOPs, and troubleshooting documentation.
• Participate in change management and release management activities.
• Track incidents, service requests, and problem tickets using tools such as ServiceNow and cherwell.
• Conduct impact analysis for production issues and communicate updates to stakeholders.
• Generate operational and incident reports for management review.
• Ensure compliance with ITIL and ITSM-based incident, problem, and change management processes.

Consultant - Capgemini Technology Services India Limited - Mumbai

(2019-05 - 2025-12)

Provided Level 2 production and application support for LoadChart, JBCE, EVTA, and MyStatements applications supporting employee workforce management and payroll processes.

• Provided Level 2 production and application support for LoadChart, JBCE, and EVTA applications supporting employee workforce management processes.
• Monitored application availability, batch jobs, interfaces, and scheduled processes to ensure uninterrupted business operations.
• Investigated and resolved incidents, service requests, and production issues within defined SLA targets.
• Performed detailed analysis of application logs, system alerts, and database records to identify and resolve issues.
• Executed SQL queries for data validation, troubleshooting, reconciliation, and report generation.
• Coordinated with business users, HR teams, payroll teams, and development teams for issue resolution and requirement clarification.
• Performed Root Cause Analysis (RCA) for recurring and critical production incidents.
• Supported application deployments, release activities, and post-production validation.
• Managed user access issues, data correction requests, and application configuration-related queries.
• Participated in incident management, problem management, and change management processes following ITIL practices.
• Created and maintained knowledge base articles, SOPs, and support documentation.
• Provided on-call support for critical production incidents and business-critical processing cycles.
• Supported employee timesheet submission and time-entry management processes.
• Resolved issues related to missing time entries, incorrect work hours, approval workflow failures, and timesheet discrepancies.
• Validated employee time records before payroll processing.
• Monitored integrations between LoadChart and payroll/HR systems.
• Assisted managers and employees with timesheet corrections and approval-related issues.
• Supported employee bonus eligibility and bonus calculation processes.
• Investigated bonus calculation discrepancies and employee eligibility issues.
• Validated bonus-related data and calculation results.
• Resolved issues impacting bonus processing and payment cycles.
• Coordinated with HR and compensation teams to ensure accurate bonus calculations.
• Supported employee vacation travel allowance management and reimbursement processes.
• Investigated allowance calculation discrepancies and eligibility-related issues.
• Resolved application issues affecting allowance requests, approvals, and payments.
• Validated employee travel allowance records and supporting data.
• Assisted HR users with vacation allowance maintenance and reporting requirements.
• Provide L2 production support for MyStatement and payroll-related applications.
• Investigate and resolve incidents related to salary slips, payroll processing, tax statements, and employee records.
• Analyze application logs and database records to identify root causes of issues.
• Perform SQL queries for data validation, reconciliation, and issue investigation.
• Support payroll cycles and ensure timely generation and distribution of employee statements.
• Monitor application performance, batch jobs, and scheduled processes.
• Coordinate with payroll teams, HR teams, developers, and infrastructure teams to resolve production issues.
• Handle service requests and user queries within SLA timelines.
• Perform impact analysis and support release and deployment activities.
• Document known issues, workarounds, and troubleshooting procedures.
• Conduct Root Cause Analysis (RCA) for recurring incidents and implement preventive actions.
• Participate in change management and production support activities.

B.E - Kolhapur Institute of Engineering & Technology (2018)

Diploma - Government Polytechnic Karad (2015)

SSC - Maharashtra State Board (2012)