Pratik

Application Support Engineer with 1+ year of experience in the Telecom domain, supporting the British Telecom (BT) Field Plan 7 application in a production environment. Experienced in application monitoring, Control-M scheduled job monitoring, incident and service request management through ServiceNow, SQL-based troubleshooting, log analysis, and data validation. Proficient in SQL Server, Linux, Control-M, and ServiceNow.

Familiar with ITIL processes including Incident Management, Change Management, and Deployment, with a focus on resolving production issues within defined SLAs.

Application Support Engineer at Sofrego Private Limited (2025-08 – Present)

Project: British Telecom (BT) – Field Plan 7 Field Plan 7 is a telecom-domain application used for planning and allocating work requests to field technicians. The application receives technician, job, availability, skills, location, and capacity-related data from upstream applications such as Field People, Job Admin, and Field Reserve. Data is transferred to Field Plan 7 through database links and SFTP files, depending on the integration flow.

Scheduled

Java/Spring Boot processes, monitored through Control-M, process the received data and apply business rules to generate work plans for the current day and the next seven days. The generated planning information is sent to the downstream Engineering.com application, which delivers the planned work details to field technicians.

• Provided 24×7 L1 production support for the Field Plan 7 application and monitored application health and alerts.
• Monitored Control-M batch and scheduled jobs, including job status, failures, delays, and execution details.
• Reviewed application and job logs to identify errors, exceptions, failed processes, and data-processing issues.
• Handled incidents and service requests through ServiceNow and worked within defined SLAs.
• Categorized and prioritized incidents based on severity, business impact, and SLA requirements.
• Performed SQL-based data validation, analysis, and troubleshooting using SQL Server and SSMS.
• Executed SQL queries to investigate missing, incorrect, or inconsistent application data and validated records after resolution.
• Performed Linux/Unix troubleshooting including log monitoring, file operations, process checks, and basic server checks using PuTTY.
• Monitored critical application processes and performed basic application health checks as part of production support.
• Coordinated with upstream/downstream teams, L2/L3, DBA, and development teams to investigate and resolve application and data-related issues.
• Followed ITIL processes including Incident Management, Problem Management, Change Management, and Release & Deployment activities.
• Performed Root Cause Analysis (RCA) using application logs, job execution details, and database data, and documented findings.
• Supported application changes and deployments by performing pre- and post-deployment validation.
• Maintained detailed ServiceNow ticket updates and escalated complex production issues with relevant logs, error details, screenshots, and analysis findings.
• Participated in shift handovers, reviewed open incidents and critical jobs, and provided timely status updates to relevant teams.

B.Tech in Computer Science and Engineering – Nutan College of Engineering and Research (2022-11 – 2026-07)

Higher Secondary Education – Modern Jr College (2021-06 – 2022-03)

Secondary School Certification – Shivbhumi Vidhyalaya (2019-06 – 2020-03)