Pranjal Sinha

Results-driven L2 Application Support Engineer with 4+ years of experience supporting business-critical enterprise applications. Hands-on experience in Linux administration tasks, production monitoring, incident management, AWS CloudWatch infrastructure monitoring, Kibana log analysis, REST API validation using Postman, SQL data validation, Java application log analysis, ServiceNow, JIRA, deployment support, RCA preparation and cross-functional collaboration with Development, Infrastructure and Database teams while maintaining SLA compliance.

L2 Application Support Engineer / Technical Team Lead at Logicoy Software Pvt. Ltd. (2022-10 – 2025-09)

Provided L2 support for business-critical production applications and ensured high availability.

• Monitored application and infrastructure health using AWS CloudWatch dashboards and alerts.
• Linux: Production server monitoring and troubleshooting using multiple administration and monitoring commands (e.g., top, htop, ps, grep, tail, less, cat, find, df, du, free, vmstat, iostat, netstat, ss, lsof, chmod, chown, crontab, systemctl, journalctl, kill, ping, traceroute) for application health checks, log analysis and issue investigation.
• Analysed application logs in Kibana to identify production failures, performance bottlenecks and exceptions.
• Executed SQL queries for backend data validation, issue investigation and production verification.
• Performed REST API testing and validation using Postman.
• Performed basic Java application debugging at the L2 support level by analysing application logs, stack traces, exception messages, thread dumps, and service failures to identify probable root causes before coordinating with the Development (L3) team for code fixes.
• Analysed Java stack traces, NullPointerException, SQLExceptions and coordinated with development teams.
• Supported production deployments, smoke testing and rollback validation.
• Prepared Root Cause Analysis (RCA) reports for critical incidents.
• Participated in Disaster Recovery (DR) drills and environment validation.
• Managed incidents using ServiceNow and JIRA while ensuring SLA compliance.
• Mentored junior analysts and coordinated with Infrastructure, DBA and Development teams.

L2 Technical Support Analyst at Infosys Ltd. (2021-02 – 2022-06)

• Provided L2 application support and production issue resolution.
• Investigated application issues using Linux, SQL and Kibana logs.
• Managed access using OKTA and RSA Authentication.
• Handled incident management, user communication and SLA adherence.
• Supported deployments and documented runbooks.

L1.5 Technical Support Analyst at Swiggy India Pvt. Ltd. (2019-03 – 2021-02)

• Provided L2 support for internal operational applications.
• Resolved application, login and workflow issues through ticket-based support.
• Worked closely with engineering teams during incident resolution.
• Maintained knowledge base articles and operational runbooks.
• Ensured SLA compliance and effective stakeholder communication.

Technical Support Associate at Ample Prime Trade Pvt. Ltd. (2016-01 – 2018-03)

• Handled L1 technical support, remote troubleshooting and ticket management.
• Escalated complex issues and maintained technical documentation.

B.Tech in Computer Science – Maharshi Dayanand University (2015)

Intermediate in Class XII – ICSE Board (2011)

Matriculation in Class X – ICSE Board (2009)