IBMApplication Support Specialist
Jul. 2017 - Nov. 2021Pune Area, IndiaI managed and supported Business Intelligence applications across the BUK region, optimizing deployment efficiency by 30% through streamlined UAT and production processes using ServiceNow, while automating key operational workflows to reduce manual effort by 85%. I handled access provisioning, job scheduling, troubleshooting, and authored SOPs to enhance team productivity. Additionally, I provided comprehensive support to 43 compliance applications, performing performance analysis, capacity planning, batch failure resolution, and automating production releases with the Nolio tool. Through process improvements, I reduced onboarding time by 20%, coordinated stakeholder communications during outages, and led a 14-member L1 support team in a 24/7 environment, maintaining seamless operations and management reporting.