Athisha S

About Athisha S

IT Support Professional with 7 years of experience in L2/L3 application support, incident management, troubleshooting, log analysis, Root Cause Analysis, and vendor coordination. Strong experience in SQL, ticketing tools (JIRA, ServiceNow), monitoring tools (Grafana), and customer communication. Proven track record in resolving high-priority production issues and improving incident resolution time. Actively seeking opportunities in Technical Support and Cloud Support roles.

Experience

1. Senior Software Engineer

   Allianz Technology

   Dec 2022 — Present

   Handle L2 support tickets related to application and infrastructure issues with maximum resolution rate. Act as L3 Engineer and decision-maker for complex technical escalations. Manage SaaS applications and contribute to long-term technical strategy and backend architecture. Perform log analysis using application and system logs to identify root causes and resolve incidents. Collaborate with vendors and internal teams to ensure timely issue resolution. Monitor applications using Grafana and respond to alerts proactively to minimize downtime. Execute SQL queries to troubleshoot database issues and validate data integrity. Support application installations, upgrades, and patching activities. Create incident reports, daily status updates, and monthly performance reports. Follow ITIL processes for incident, problem, and change management. Participate in code reviews and technical discussions to ensure high-quality code and best practices. Promote best practices in data modelling, API design, and system monitoring. Collaborate with Design, Product Management, and industry experts to understand customer needs. Stay updated with emerging technologies and integrate them into processes as needed.

Education

• AMMINI COLLEGE OF ENGINEERING, KANNAMPARIYARAM

  Bachelor of Technology - BTech

  2012 — 2016

• NSS COLLEGE OF ENGINEERING, AKATHETHARA

  Master of Technology

  2016 — 2018