Sajith Irfan

Senior Application & Production Support Engineer - EY Tax Global L3 Production Support - Tata Consultancy Services

(2020-01)

Supported 10+ enterprise applications in a 24×7 production environment, maintaining 99.9% application availability and SLA compliance.
Resolved 50+ P1/P2 incidents, reducing service downtime and ensuring business continuity.
Monitor applications through AppDynamics, Splunk, Grafana and Azure Monitor.
Troubleshoot IIS-hosted applications, Windows services, API connectivity and production failures.
Execute SQL queries to validate production data and support investigations.
Restart application services using approved procedures to restore business services.
Lead bridge calls and coordinate with Development, Infrastructure and Business teams.
Manage Azure Key Vault, certificates, API keys and application secrets.
Perform deployment validation and post-release health checks.
Prepared 50+ RCA documents that reduced recurring incidents and improved operational efficiency.

L2 Application Support - EY Horizontal - Tata Consultancy Services

(2018-01 - 2020-12)

Provided L2 application support for enterprise applications.
Managed incidents through ServiceNow and monitored production dashboards.
Analyzed logs and coordinated with cross-functional teams for service restoration.
Supported deployments, production validation and SQL-based data verification.
Maintained operational documentation and ensured SLA compliance.

L1 Application Support - CBEC - Tata Consultancy Services

(2016-01 - 2018-12)

Provided first-line application support and user administration.
Resolved incidents within SLA and escalated complex issues appropriately.
Monitored applications and coordinated with Infrastructure and Development teams.
Supported deployment verification and operational documentation.

Service Desk Analyst - Sutherland Global Services

(2015-01 - 2016-12)

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