Anirudh Mishra

Performance-driven and highly analytical Senior Technical Support Engineer and Incident Manager with 7+ years of experience specializing in Enterprise SaaS, Production Support, and L2/L3/L4 application diagnostics. Proven track record in orchestrating high-severity (P1/P2) incident war rooms, performing root cause analysis (RCA), and collaborating cross-functionally across Product, Engineering, QA, and DevOps teams to maintain 99.9% application uptime and surpass SLA commitments.

Senior Technical Support Engineer at Celcius Logistics Solutions Pvt. Ltd. (2024-05 – Present)

• Deliver end-to-end L2/L3/L4 production support for enterprise logistics SaaS platforms, including Transport Management Systems (TMS) and Warehouse Management Systems (WMS).
• Lead 50+ critical P1/P2 incident war rooms as Incident Manager, coordinating cross-functional engineering teams to reduce Mean Time to Resolution (MTTR) by 30%.
• Sustain 99.9% platform availability using proactive monitoring, log diagnostics, and publishing definitive Root Cause Analysis (RCA) and Post Incident Reviews (PIR).
• Partner with Product, Engineering, and DevOps to prioritize, track, and deploy hotfixes and patches for critical software bugs via Jira.
• Manage high-touch enterprise customer escalations, ensuring transparent communication while consistently exceeding strict SLA benchmarks.

Technical Support Engineer (L2/L3) at InfoBeans Technologies Ltd. (2022-02 – 2024-05)

• Provided high-quality L2/L3 application support for global enterprise SaaS clients, specializing in REST API integration troubleshooting and JSON payload verification.
• Constructed advanced SQL queries to troubleshoot real-time database discrepancies, maintaining seamless data synchronization across systems.
• Decreased ticket resolution times by 25% for strategic enterprise accounts using Jira and ServiceNow workflows.
• Facilitated Change Management processes during production release windows to ensure post-deployment system stability.

Customer Support Executive (L2 Analyst) at Conneqt Business Solutions (2021-10 – 2022-02)

• Conducted system log analysis within Linux server environments to isolate backend script failures, significantly dropping recurring application bugs.
• Managed technical account configurations and served as primary point of contact for premier enterprise clients, maintaining 95%+ CSAT.

Senior Business Development Executive (Product Support) at DestiniGo Travels (2019-10 – 2020-10)

• Supported transactional travel SaaS applications, resolving real-time operational issues and payment gateway API integration failures.
• Utilized Freshdesk and internal CRM platforms to prioritize and track technical customer requests.

Customer Support Associate (L1 Support) at Teleperformance India (2018-10 – 2019-06)

• Delivered baseline L1 technical support, resolving product usage inquiries while adhering strictly to FCR and AHT operational metrics.

Bachelor of Engineering in Computer Science – Sri Aurobindo Institute of Technology, Indore (2012 – 2018)