Vinay Kumar

Application Support Engineer — Production Support — L2 Support — Incident & Problem Management

Talent

NoidaMember since July 20, 2026

Application SupportProduction SupportIncident ManagementProblem ManagementRoot Cause Analysis (RCA)LinuxUNIXShell ScriptingSQLPL/SQLGrafanaKibanaPostmanServiceNowFASTagNETCPayment GatewayElectronic Toll Collection

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Application SupportProduction SupportIncident ManagementProblem ManagementRoot Cause Analysis (RCA)

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.