I am an IT Support Specialist with 9+ years of experience delivering end-user support and service management in complex, high-availability environments. I specialize in incident triage, SLA-driven ticket resolution, ITIL-based workflows, and ServiceNow, with hands-on experience supporting core banking applications, APIs, cloud services, and enterprise infrastructure. In my recent role, I served as the primary technical contact for more than 100 daily production incidents, managed end-to-end incident lifecycles, and proactively monitored systems using Prometheus and Grafana. I improved response times by 20–30% through performance tuning and structured debugging, while also strengthening knowledge management, onboarding workflows, and cross-functional collaboration. I am a strong communicator with a user-first mindset who enjoys translating complex technical issues into clear, effective solutions. I also bring experience mentoring junior support engineers, preparing root cause analysis reports, and contributing across the full SDLC in Agile/Scrum environments.
Experience
Senior Software Developer
Luxoft Poland sp. z o.o.Nov 2021 – May 2025
I designed and developed scalable Java and Spring Boot microservices for core banking and financial transaction platforms. I built and integrated more than 10 RESTful and SOAP APIs, optimized SQL queries and Java code to improve response times by 20–30%, and used RabbitMQ for reliable asynchronous messaging. I delivered Temenos T24 customizations, supported payment-processing services handling over 100 banking transactions per day, resolved production issues, and contributed across architecture, testing, deployment, and code reviews.
Senior IT Support & Application Specialist
Luxoft Poland sp. z o.o.Nov 2021 – May 2025
I served as the primary technical contact for more than 100 daily production incidents, managing categorization, prioritization, resolution, root cause analysis, and post-incident documentation in ServiceNow. I supported core banking APIs, Azure cloud services, onboarding and offboarding workflows, and high-load application environments. I built knowledge base documentation, monitored application health with Prometheus and Grafana, and improved response times by 20–30% through performance tuning and structured debugging while collaborating across the SDLC in Agile/Scrum teams.
Senior Software Engineer
Temenos India Pvt. Ltd.Jul 2019 – Nov 2021
I resolved complex L3 production incidents through root-cause analysis, debugging, and long-term corrective solutions, earning company recognition for bug fixing, code quality, and resolving high-priority issues. I developed and enhanced Java backend components for the Temenos T24 core banking platform, designing scalable server-side solutions focused on performance and cloud integration. I also applied private banking domain expertise to deliver tailored solutions and mentored junior team members.
L3 Support Engineer & Technical Specialist
Temenos India Pvt. Ltd.Jul 2019 – Nov 2021
I resolved complex L3 production tickets for global banking clients, delivering root cause analysis reports and permanent fixes to restore system stability. I managed incident triage, investigation, fix delivery, and post-incident reviews within agreed SLAs across multiple time zones. I maintained technical support documentation, mentored junior team members on debugging and escalation workflows, and received a company award for outstanding bug resolution and code quality.
Programmer Analyst
Cognizant Technology SolutionsMar 2016 – Jul 2019
I participated in Agile software development for enterprise-scale applications across multiple phases of the SDLC. I delivered automation and backend solutions, optimized SQL queries, refactored Java code, and performed technical impact assessments for enhancements, integrations, and production releases. I collaborated with stakeholders on deployment and maintenance and designed and delivered Robotic Process Automation solutions with end-to-end technical ownership.
IT Support Analyst
Cognizant Technology SolutionsMar 2016 – Jul 2019
I delivered hands-on technical support across multiple SDLC phases in large enterprise software environments using Agile/Scrum methodology. I performed SQL query tuning and system analysis to meet client performance benchmarks and resolve recurring service issues. I also conducted impact analysis for product changes and bug fixes to support smooth deployments and minimize user disruption.
Education
Bachelor of Engineering - Computer Science Engineering, Computer Science Engineering
2011 – 2015
Bachelor of Engineering — Computer Science, Computer Science
2011 – 2015
India
Skills
Languages
- English
- Full professional proficiency
- German
- Elementary proficiency
- Tamil
- Native or bilingual proficiency