Vikash Kumar

Application Support Engineer with more than 4+ years of experience in supporting, maintaining, and enhancing enterprise applications. Experienced in implementing business requirements and application enhancements through Jira stories, configuring workflows, forms, and business rules, and providing L2/L3 production support. I am skilled in incident management, root cause analysis(RCA), SLA monitoring, and production issue resolution.

Strong experience collaborating with solution owners, business stakeholders, and cross-functional teams to deliver reliable and efficient business solutions. Proficient in SQL for data validation and basic database support, with a proven ability to improve application stability, ensure seamless service delivery, and drive continuous process improvements. Azure- and AWS-certified, with hands-on exposure to CI/CD, containerization, and infrastructure automation, and a strong interest in transitioning into DevOps engineering.

Senior Analyst / Software Engineer - UKG Ready (Kronos) - Bangalore, Karnataka, India

(2024-08)

• Provided production support for UKG Ready (Kronos) applications by resolving incidents and service requests within SLA.
• Monitored ticket queues, analyzed issues, and performed root cause analysis for recurring problems.
• Supported pay rules, timesheets, accruals, leave management, and security profile configurations.
• Assisted in creating and modifying custom reports based on business requirements.
• Worked with SQL for data validation, troubleshooting, and issue analysis.
• Coordinated with upstream and downstream systems such as Workday, ADP, and HR applications for integration-related issues.
• Collaborated with UKG consultants and cross-functional teams to resolve complex production issues.
• Participated in application testing, production deployments, and post-release validation.
• Maintained technical documentation, SOPs, and knowledge base articles.
• Ensured high application availability and customer satisfaction by following ITIL processes and SLA commitments.

Bizagi Developer & Application Support Engineer - Bizagi Studio - India

(2022-12 - 2024-06)

• Supported and maintained the PRRT web-based application on the Bizagi Studio platform, ensuring stable and efficient business process operations.
• Implemented application enhancements and change requests based on business requirements, delivering solutions through Jira stories within Agile sprint cycles.
• Analyzed requirements, performed impact assessments, and configured Bizagi workflows, forms, and business rules to support evolving business needs.
• Provided L2/L3 Application and Technical Support, troubleshooting production issues, resolving defects, and ensuring adherence to SLA targets.
• Served as SLF Lead, monitoring service performance, coordinating incident resolution activities, and ensuring timely closure of support tickets.
• Conducted Root Cause Analysis (RCA) for production incidents and collaborated with development and infrastructure teams to implement preventive actions.
• Managed deployment support, release validations, and post-production monitoring to ensure successful implementation of application changes and enhancements.
• Utilized SQL queries for data validation, incident investigation, production support, and troubleshooting application-related issues.
• Performed basic database support activities, including data verification, transaction validation, and resolution of data discrepancies.
• Collaborated with business users, developers, QA teams, and infrastructure teams to deliver application enhancements and improve system reliability.
• Created and maintained support documentation, knowledge articles, and operational procedures to improve support effectiveness and knowledge sharing.
• Collaborated closely with Solution Owners, Business Stakeholders, and cross-functional teams to gather requirements, discuss enhancement requests, prioritize Jira stories, and ensure successful delivery of business-driven solutions.

B. Tech - Computer Science & Engineering - Roorkee College of Engineering (2017 - 2021)