Antik Ojha

Application Operations and GenAI Engineer with nearly 3 years of experience at Ericsson India Private Limited, specializing in L2 application support, production support, incident management, API troubleshooting, database investigation, Azure operations and end-to-end application monitoring. Supported 4,000+ users across major Ericsson applications and handled 1,000+ incidents/service requests annually. Hands-on exposure to Microsoft Azure, SQL, Cosmos DB, Postman, Datadog, Dynatrace, Zabbix, ELK/Kibana, Python and enterprise GenAI chatbot development.

Application Operations + GenAI Engineer at Ericsson India Private Limited (2025-07 – 2026-06)

• L2 Application Operations & Production Support: Continued working as an L2 Application Operations Engineer for enterprise applications, handling production incidents, service requests, application troubleshooting, root-cause analysis, validation and API/database investigations. Performed end-to-end monitoring and operational activities to maintain application stability, reliability and service continuity.
• Azure Operations & Troubleshooting: Worked with Microsoft Azure services for application monitoring, troubleshooting and backend investigation, including Azure Cosmos DB, Log Analytics, Azure API Management, Azure Application Insights, Azure Transaction Search and Azure Service Bus. Also supported Azure Event Grid and Azure Event Hubs as part of application and integration-related operational activities.
• API, Monitoring & Operational Investigation: Investigated application and API behaviour across production issues by validating requests, responses, backend dependencies and database data. Used SQL, KQL, Postman, Datadog, Dynatrace, Kibana, ELK and Azure monitoring capabilities to identify issues, analyse application health and support timely incident resolution.
• GenAI / ISF Genie Chatbot: Contributed as part of the team that developed ISF Genie, an enterprise GenAI chatbot intended to support L1-level application issue resolution and reduce repetitive support effort. Worked with Python, LLMs, RAG concepts, LangChain, LangGraph, Qdrant, embeddings and 11Labs, helping connect GenAI chatbot workflows with enterprise application-support use cases.

Application Operations Engineer at Ericsson India Private Limited (2023-08 – 2025-06)

• Application Operations & L2 Support: Supported 4,000+ users across 4 major applications/services, primarily ISF, ERCA and E-Audit, maintaining application stability and reducing operational disruption through structured L2 support and troubleshooting.
• Incident & Service Management: Investigated and managed 1,000+ incidents and service requests annually through Freshservice, performing troubleshooting, validation, root-cause investigation and timely resolution while coordinating operational follow-up.
• API Testing & Troubleshooting: Tested and validated 400+ APIs using Postman during application releases, incidents and outages, investigating request/response behaviour, API dependencies and backend interactions to support issue diagnosis.
• Cloud & Database Operations: Performed Microsoft Azure support activities with Contributor-level access and used SQL, Azure Cosmos DB and KQL for backend investigation, data validation and incident diagnosis across enterprise application workflows.
• Monitoring & Automation: Monitored applications end-to-end using Datadog, Dynatrace, Kibana and ELK, and developed approximately 22 Python automations to streamline repetitive operational activities and improve support efficiency.
• Knowledge & User Support: Ingested 650+ knowledge articles into Freshservice and handled 350+ support queries, improving self-service guidance and operational knowledge accessibility for application users and support teams.
• Recognition: Awarded Best Performer of the Month 7 times during the 24-month Application Operations Engineer tenure.

B.Tech in Information Technology, Minor Specialization in Artificial Intelligence & Machine Learning – Sikkim Manipal Institute of Technology (SMIT), Sikkim, India (2019 – 2023)