Vinay Kumar
Application Support Engineer — Production Support — L2 Support — Incident & Problem Management
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About
Results-driven Application Support Engineer with 4 years of experience in production support, incident management, and root cause analysis (RCA) for mission-critical enterprise applications. Proven track record of resolving 95% of tickets within SLA, maintaining 99.9% application uptime, and automating reconciliation workflows to reduce manual effort by 30%. Skilled in Linux/UNIX, Oracle SQL, Grafana, Kibana, Postman, and ServiceNow with hands-on expertise in FASTag/NETC payment gateway support and ITIL-aligned processes.
Experience
Application Support Engineer at VaaaN Infra Pvt. Ltd. (2022-07 – Present)
- Provided end-to-end L2 production support for client-facing enterprise applications, consistently resolving 95% of incidents within defined SLA thresholds.
- Performed root cause analysis (RCA) and problem management for recurring production issues, reducing repeat incidents through permanent fixes and knowledge base documentation.
- Monitored application health and infrastructure using Grafana dashboards; configured proactive alerts to detect anomalies and minimise unplanned downtime.
- Troubleshot database-related issues using Oracle SQL / PL/SQL queries; performed data extraction, reconciliation, and reporting for business stakeholders.
- Supported application deployments and patch releases, coordinating with development and QA teams to ensure zero-downtime rollouts and rollback readiness.
- Managed and resolved tickets via ServiceNow, maintaining accurate incident logs, escalation trails, and SLA compliance reports.
- Collaborated with cross-functional teams including network, database, and vendor teams to resolve complex, multi-tier production issues within agreed resolution times.
- Analysed application logs on Linux/UNIX servers using shell commands and scripting to isolate failure points and accelerate troubleshooting.
Education
B.Tech in Electronics & Communication Engineering – Feroze Gandhi Institute of Engineering and Technology (2017-08 – 2021-12)
Intermediate (12th) – SMT Kamla Devi IC (2016-04 – 2017-06)
