Bhavana

Application Support Engineer with 1+ years of experience supporting enterprise retail applications across Development, Test, and Production environments. Experienced in L1/L2 production support, environment management, incident management, release support, SQL querying, Linux troubleshooting, and ServiceNow ticket handling. Worked closely with development, testing, deployment, and infrastructure teams to resolve application and environment-related issues, maintain SLA compliance, and ensure stable business operations across 50+ retail store environments.

Proven track record of resolving critical production incidents, maintaining 99.9% application availability, and supporting application releases and environment readiness.

Application Support Engineer at Accenture (2024-09 – 2025-11)

Environment: SQL, Linux, ServiceNow, Jira, Enterprise Retail Applications

• Provided L1/L2 production support for enterprise retail applications across 50+ retail store environments, resolving user-reported issues while maintaining 100% SLA compliance.
• Investigated and resolved 20+ critical production incidents monthly using SQL queries, Linux diagnostics, and application log analysis, reducing recurring issues by 25% and minimizing business downtime.
• Managed incidents, service requests, and change requests using ServiceNow and Jira, following ITIL processes and maintaining accurate technical documentation.
• Configured and onboarded new store and client environments, including IP assignment, environment setup, configuration validation, and production readiness based on business requirements.
• Executed store migration activities by upgrading retail store environments between application versions, validating configurations, verifying application functionality, and ensuring successful production cutovers.
• Supported weekly production deployments by performing environment setup, deployment validation, release verification, post-deployment testing, and troubleshooting deployment failures across Development, Test, and Production environments.
• Utilized VMware vSphere, Remote Desktop (RDP), UltraVNC, and PuTTY to access Windows/Linux virtual environments for application troubleshooting, deployment validation, service restarts, environment verification, and release support.
• Performed data refresh and synchronization across Development, Test, and Production environments, ensuring data integrity during releases and environment refresh activities.
• Supported Active Directory by performing password resets, user account support, and secure access management based on approved business requests while following organizational security policies.
• Collaborated with development, infrastructure, database, deployment, and testing teams to resolve application, environment, and connectivity issues, ensuring stable business operations and successful releases.

Bachelor of Technology in Artificial Intelligence and Data Science – Annamacharya Institute of Technology and Sciences, Rajampet (2020-07 – 2024-06)

Board of Intermediate Education in M.P.C. – Sri Nalanda Junior College, Rajampet (2018-06 – 2020-04)