Vandana Batta

Application Support Engineer with 2+ years of experience in L2 production support within the banking domain. Skilled in incident, problem, and change management using ServiceNow, with strong expertise in SQL and Unix/Linux for troubleshooting and issue resolution. Experienced in RCA, SLA management, and cross-functional collaboration to ensure stable and high-performing production systems.

Application Support Engineer - Tata Consultancy Services

(2021-11 - 2024-01)

• Provided 2+ years of Application Support for Finance Full Suite applications in Citi Banking Project.
• Streamlined incident management processes in ServiceNow, improving ticket tracking and expediting issue escalation.
• Managed Incident Management, Problem Management, Change Management, RCA (Root Cause Analysis), and Application Enhancements activities
• Conducted detailed Root Cause Analysis (RCA) for recurring production incidents, documenting preventive actions to mitigate future occurrences.
• Performed SLA Monitoring and breach prevention, ensuring timely escalation of high-priority tickets.
• Escalated unresolvable incidents to higher support tiers or vendor teams via ServiceNow workflows.
• Worked in a cross-functional setting with application developers, testers, business partners and product owners on corrective actions or viable workarounds to resolve issues on day today basis within agreed Service-Level Agreement (SLAs)
• Set up application monitoring and alerts, analyzing data to identify and address issues proactively
• Provided 24/7 support for escalated production issues, ensuring minimal downtime
• Established application monitoring and alerts, analyzing data to proactively identify and resolve issues before impacting users.
• contributed to ServiceNow modules such as incident management, change management, service catalog, reporting, and various custom applications
• Established, documented and sustained ServiceNow platform to fulfil specific business requirements supporting ITIL and business processes.
• Ad-hoc SQL queries to extract platform usage data reports, to help business and technology leaders with decision making
• Experience in L1 and L2 Support
• possess familiarity with Snowflake, covering SQL querying and cloud data warehouse topics.

Bachelor of Technology - Narayana Engineering College (2017 - 2021)

Intermediate - Viswasai Junior College (2015 - 2017)

Schooling - Dr.KKR'S Gowtham EM High School (2015 - 2015)