Swinal Danawale
IT Service Operations professional with 3+ years of hands-on experience in enterprise IT system operations, application monitoring, troubleshooting, and cloud-based infrastructure
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About
IT Service Operations professional with 3+ years of hands-on experience in enterprise IT system operations, application monitoring, troubleshooting, and cloud-based infrastructure support. Proven track record of supporting enterprise applications in Agile environments, collaborating with cross-functional teams, and maintaining high system availability (90%–99.95% uptime SLAs). Experienced in working with Linux and Windows operating systems, cloud platforms (AWS), and IT system monitoring tools.
Strong problem-solving skills with a customer-oriented mindset and excellent communication abilities. Seeking to leverage enterprise IT operations expertise in an ALM support and administration role.
Experience
UI/UX Designer Intern - Sellvue - Pune, India
(2026-04)
- Conducted user research, interviews, and competitive analysis to inform design decisions and improve product usability.
- Designed wireframes, low-fidelity and high-fidelity mockups, and interactive prototypes using Figma.
- Participated in design reviews and sprint planning within an Agile team environment.
- Conducted usability testing sessions and iterated on designs based on user feedback and analytics.
Senior Systems Engineer – IT Operations & Application Support - Infosys Ltd. - Pune, India
(2024-01 - 2025-07)
Client: NBN Australia
- Operated and supported enterprise ALM applications, monitoring system health, proactively identifying and resolving performance and security issues to maintain 90%–99.95% uptime SLAs.
- Monitored application performance using IT system monitoring tools, performing recognition, evaluation, troubleshooting, and correction of system and network problems across cloud-based infrastructure.
- Processed and systematically resolved end-user support tickets, providing prompt troubleshooting and technical guidance for enterprise application issues.
- Designed and maintained a log analysis dashboard enabling operators to monitor network errors and access resolution codes efficiently, directly supporting service operations.
- Created and maintained service documentation and regularly updated the knowledge base with troubleshooting procedures, common issues, and resolution workflows.
- Collaborated in Agile environment with developers, product managers, and cross-functional stakeholders to deliver and operate enterprise software solutions.
- Supported rollout of new application versions and infrastructure updates in cloud-based environments (AWS).
Senior Systems Engineer – IT Operations & Integration Support - Infosys Ltd. - Pune, India
(2023-01 - 2024-03)
Client: Anheuser-Busch InBev
- Supported IT system operations for enterprise applications, responding to and resolving technical issues related to MuleSoft integrations and application performance.
- Performed requirement analysis, translating business and system requirements into logical workflows to improve system operations and support processes.
- Collaborated with cross-functional teams to identify, troubleshoot, and resolve integration issues between multiple enterprise systems.
- Created and maintained comprehensive documentation for support processes, common issues, solutions, and operational procedures—contributing to the team knowledge base.
- Monitored system health and supported proactive prevention of performance and security issues across enterprise application environments.
- Worked closely with internal partners and suppliers to ensure smooth operation of integrated enterprise solutions.
Systems Engineer – IT Operations & System Integration - Infosys Ltd. - Pune, India
(2022-01 - 2022-12)
Client: Mondelez International
- Operated and administered RESTful and SOAP APIs using MuleSoft Anypoint Platform, streamlining data exchange between enterprise systems including Salesforce, SAP, Oracle, and custom databases.
- Monitored and analysed system workflows, APIs, and interaction flows, building strong operational understanding of enterprise software ecosystems.
- Supported IT system operations in Agile development environment, collaborating with developers, product managers, and stakeholders for smooth service delivery.
- Created workflow and interaction diagrams to visualize enterprise system interactions, supporting troubleshooting and operational documentation.
- Developed strong understanding of end-user needs through real-world system usage analysis, improving ability to provide customer-oriented IT support.
Education
Bachelor of Engineering - B.E. - Dr. D. Y. Patil College of Engineering, Management & Research, SPPU (2016 - 2020)
