Vinodhini Raman

Technical Support and Incident Management professional with 10+ years of experience supporting enterprise applications in production environments. Experienced in troubleshooting application, Windows, Linux, network, and deployment issues, managing critical incidents, performing root cause analysis, ensuring SLA compliance, and coordinating with stakeholders. Strong background in team leadership, quality audits, client communication, and production support operations.

Project Engineer – Application Support

(2015-11 - 2026-06)

• Provided L1/L2 application and production support for enterprise and client-facing applications
• Managed incidents, service requests, and production issues while ensuring SLA adherence and timely resolution
• Performed root cause analysis (RCA) and coordinated with Development, Infrastructure, Network, and Database teams for issue resolution
• Supported application deployments, upgrades, patching activities, and release management processes
• Troubleshoot Windows, Linux, application, network, and database connectivity issues in production environments
• Created knowledge articles, operational documentation, and troubleshooting guides
• Conducted knowledge transfer sessions and mentored junior team members on support processes and incident handling
• Led a team supporting enterprise applications, ensuring timely incident resolution, SLA compliance, and smooth day-to-day operations
• Coordinated with clients, stakeholders, and cross-functional teams during critical incidents, providing regular updates and driving issues to resolution
• Conducted quality audits of support tickets to ensure adherence to process standards, documentation quality, and SLA requirements
• Identified process improvement opportunities through audit reviews and provided feedback to enhance team performance and service quality
• Trained and mentored new team members on support processes and operational procedures

Production Support & Infrastructure Monitoring

• Monitored application and infrastructure environments using UAM, SCOM, and OMI
• Performed proactive monitoring of servers, applications, and services
• Managed incident escalation, troubleshooting, and resolution for critical production environments
• Conducted routine health checks, housekeeping activities, and log monitoring
• Coordinated with vendors, onsite/offshore teams, and business stakeholders
• Supported 24x7 production operations and change implementation activities

DataPower Support – Banking Client - IBM

• Provided application support for 300+ IBM DataPower appliances supporting core banking services
• Performed incident management, problem management, and production support activities
• Conducted root cause analysis and coordinated issue resolution with multiple support teams
• Supported release deployments, configuration changes, backup/restore activities, and certificate management
• Managed user access, domain administration, and environment maintenance
• Assisted business users and project teams during application onboarding and production rollout

API Connect Support - IBM

• Supported API lifecycle management and documentation activities
• Worked with REST/SOAP services, Swagger, WSDL, and OpenAPI specifications
• Assisted in API deployment, validation, and troubleshooting activities
• Generated operational and analytical reports using Power BI
• Created technical documentation and support guides

BCA - Jyoti Nivas College (2012 - 2015)

HSC - Krupanidhi PU College (2010 - 2012)