Ghanshyam Nhavi

Analyst 2 Software Engineering @DXC Technology

Mumbai, IN

1.Incident Management:Handle and resolve application-related incidents escalated from L1 support.Ensure timely resolution within defined SLAs.Document incident details and resolution steps in ITSM tools (e.g, ServiceNow, Remedy).2. Problem Management:Perform root cause analysis for recurring issues.Collaborate with development and infrastructure teams to implement permanent fixes.3. Application Monitoring & Maintenance:Monitor application health and performance using tools like Splunk, AppDynamics, or custom dashboards.Perform routine checks and maintenance tasks to ensure application stability.4. User Support & Communication:Provide technical assistance to end-users and business teams.Communicate issue status, resolution timelines, and workarounds clearly and professionally.5. Change & Release Management:Support deployment activities and post-deployment validations.Participate in change advisory board (CAB) meetings when required.6. Knowledge Management:Create and maintain support documentation, SOPs, and knowledge base articles.Share best practices and lessons learned with team members.7. Collaboration & Escalation:Work closely with L3/development teams for complex issues.Escalate unresolved or critical issues appropriately.8. Compliance & Reporting:Ensure adherence to ITIL processes and organizational policies.Generate reports on incidents, SLAs, and performance metrics.

R. C. Patel Institute of Technology, Shirpur

Bachelor of Engineering

IES JNPV Uran

10th,Secondary education

Kendriya vidyalaya macherial

Junior kg,Senior kg,1st,2nd,3rd

Atomic Energy Central School-1 Tarapur

Junior college