Application Support Analyst at IQVIA (2018-02 – Present)
Leading global provider of advanced analytics and technology solutions for healthcare
- Managed L1/L2 application support for enterprise systems, ensuring 99.9% uptime and consistent SLA compliance across multiple production environments
- Led incident resolution and conducted comprehensive root cause analysis for recurring production issues, reducing incident recurrence rate by 35%
- Monitored system performance using CloudWatch, Grafana, Kibana, and Datadog and implemented proactive enhancements to improve operational efficiency and response times
- Supported Kafka-based data pipelines and event-driven systems, ensuring data consistency and uptime
- Executed CI/CD deployments via Jenkins, improving release efficiency and reducing manual effort by 40%
- Successfully managed system upgrades, patches, and migration activities with zero business disruption, coordinating across development and infrastructure teams
- Collaborated with cross-functional teams (Development, Data Engineering, Infrastructure) to deploy system improvements and resolve complex technical issues
- Analyzed production data trends using SQL and ThoughtSpot to support business decision-making and identify optimization opportunities
- Managed user access controls and ensured data security compliance in accordance with organizational policies and industry standards
- Developed comprehensive technical documentation, standard operating procedures (SOPs), and conducted user training sessions for support teams
- Supported automation initiatives to reduce manual effort, eliminating recurring incidents and streamlining operational workflows
- Provided technical support for VVIP clients across global markets, maintaining high client satisfaction scores
- Developed runbooks, SOPs, and automation scripts, improving operational efficiency and incident response time
- Participated in 24x7 on-call rotation, handling production outages and ensuring rapid recovery
Operation Specialist 2 at IQVIA (2015-11 – 2018-02)
Leading global provider of advanced analytics, technology solutions, and contract research services
- Supported multi-tenant SaaS platforms ensuring uptime and SLA adherence
- Performed log analysis, defect reproduction, and RCA documentation
- Created Jira tickets with detailed diagnostics, improving resolution turnaround by 18%
- Built runbooks and knowledge base articles for faster troubleshooting
- Participated in incident management lifecycle and RCA documentation
- Performed ICSRs assessment, query generation, and resolution with concerned investigator sites
- Performed data entry in EudraVigilance and MHRA portal for the submission of SUSAR cases
- Prepared and distributed aggregate safety reports (SUSAR -LL, DSUR) to regulatory authorities
- Performed backup lead activities such as SMP review and workload planning for the team
