Nikitha Rangampet

Application Support Engineer |L2 Production Support Analyst with 8 years of IT experience in Incident Management, Application Support, Production Support, User Access Management, and Service Operations. Experienced in supporting enterprise applications, troubleshooting production issues, managing user accounts, handling service requests, and ensuring SLA compliance. Strong expertise in stakeholder communication, incident resolution, problem management, and supporting global users across multiple business-critical applications.

Application Support Analyst / L2 Support Engineer - Tata Consultancy Services (TCS)

• Project: PwC Australia (Current Project) - Role: L2 Application Support Engineer
• Provide L2 support for M-Files, Basware, APS, Aura, and PMDM-AU applications.
• Troubleshoot application issues and perform root cause analysis.
• Manage user account creation, modification, deletion, and access provisioning.
• Support incident, service request, and change management processes.
• Work closely with business users and application owners to resolve issues within SLA.
• Perform mailbox modifications and user onboarding/offboarding activities.
• Coordinate with global support teams for issue resolution and system maintenance.
• Project: ERIE Insurance - Role: Production Support Engineer
• Supported Production and Non-Production server environments.
• Performed robot deployment and release activities.
• Monitored application and server health.
• Configuring Nimbus on Windows and Linux for the related configuration item
• Adding devices to Nimbus for enabling the monitoring and performing port cleanup process
• Commission and decommissioning of servers
• Troubleshot production incidents and ensured timely resolution.
• Assisted in deployment validation and environment management.
• Maintained operational stability and service availability.
• Project: PwC US - Role: L1 Application Support Engineer → L2 Application Support Engineer
• Provided application support for business-critical applications.
• Managed incidents, service requests, and user-reported issues.
• Investigated and resolved application-related problems.
• Coordinated with technical teams for issue escalation and resolution.
• Ensured SLA compliance and customer satisfaction.
• Promoted from L1 Support to L2 Support based on performance and project requirements.
• Supported users across multiple business functions and locations.

Technical Support Executive - Hinduja Global Solutions (HGS)

• Provided technical support to end users.
• Managed incident tickets and issue resolution.
• Worked with CRM applications and SAP HANA-related support activities.
• Performed troubleshooting, escalation, and customer communication.
• Maintained service quality and support metrics.

B.Tech - Electronics and communication Engineering - Maheshwara Engineering College, JNTU HYDERABAD (2015)