Swapnali

Application Support Engineer with 7+ years of experience supporting enterprise applications, SAP S/4 HANA, Vendor Invoice Management (VIM), incident management, SLA compliance, root cause analysis, ticketing tools (Freshservice, BMC Remedy, Kaseya), user training, digital transformation, and business process optimization.

Associate Senior Officer – Digital Transformation - Kansai Nerolac Paints Ltd.

(2022-07 - 2026-02)

• Delivered application support for 10+ enterprise applications, achieving 98% SLA compliance and reducing recurring incidents by 25%.
• Supported SAP S/4 HANA modules including MIRO and Vendor Invoice Management (VIM) for automated invoice processing.
• Analyzed business requirements and implemented system enhancements aligned with organizational goals.
• Resolved user incidents and service requests using ticketing tools within defined SLA timelines.
• Conducted user training sessions and developed user manuals to improve system adoption and efficiency.
• Collaborated with cross-functional teams to optimize Employee Life Cycle Management processes.
• Prepared MIS reports, dashboards, and system performance presentations for senior management.
• Performed root cause analysis and provided permanent fixes for recurring technical issues.

Senior Technical Support Engineer - Reliance Industries Ltd.

(2019-05 - 2022-06)

• Managed a team of 8 L1 engineers, including shift scheduling, attendance tracking, and performance monitoring.
• Provided technical and process support for retail business applications.
• Handled escalations via phone and email, ensuring timely resolution and customer satisfaction.
• Prepared daily, weekly, and monthly MIS reports for management and client review.
• Conducted regular service review meetings to identify improvement opportunities.
• Created Minutes of Meeting (MOM) and tracked action items for service optimization.
• Supported retail operations for the Marks & Spencer (MSR) brand.
• Coordinated with US stakeholders to improve service delivery and operational efficiency.

Technical Associate - IDFC First Bank

(2018-04 - 2019-04)

• Supported day-to-day technical operations and system maintenance activities.
• Assisted with deployment, configuration, and troubleshooting of mATM devices.
• Coordinated with internal teams to report operational issues and implement improvements.

Bachelor of Engineering - Electronics & Telecommunication - Rajiv Gandhi Institute of Technology, Mumbai (2014 - 2017)

Diploma - Electronics Engineering - SNDT PVP Polytechnic, Santacruz, Mumbai (2009 - 2013)

Secondary School Certificate (SSC) - SKP School, Kurla (E), Mumbai (2008)