Prajval M

About Prajval M

L2/L3 Application Support Analyst & Production Support Engineer (SQL/Linux) with…

Experience

1. Technical Solution Analyst i

   Oracle

   Jan 2023 — Present

   L2/L3 Application Support & Production Support Engineer providing end-to-end support for healthcare applications, including Cerner Millennium and PowerChart, ensuring high availability and seamless performance for clients in the US and Europe. Skilled in SQL, PL/SQL, Java, Python, CCL, and Linux/UNIX (RedHat, Ubuntu, CentOS), performing backend testing, log file analysis, database updates, server cycling, and troubleshooting backend and frontend issues. Successfully resolved 800+ service requests and incidents, achieving 95% SLA compliance and maintaining an average CSAT score of 4.7/5. Implement client-requested configurations and system enhancements to improve workflows, functionality, and efficiency, reducing repeat incidents by approximately 20%. Proficient in monitoring and observability tools including Splunk and Nagios, enabling proactive identification and resolution of potential issues. Experienced with incident, problem, and change management using ServiceNow, JIRA, Supportal, BMC Remedy, following ITIL V4 frameworks to ensure accurate documentation, SLA compliance, and audit readiness. Conduct root cause analysis for recurring and sporadic issues, implementing effective solutions to maintain system stability and improve resolution efficiency. Create and maintain knowledge base articles, runbooks, SOPs, and process documentation to streamline operations, enhance team efficiency, and ensure consistent issue resolution. Provide 24/7 on-call support during system upgrades, maintenance, and high-priority incidents to minimize business disruption. Collaborate with cross-functional teams and clients to validate configurations, implement enhancements, and optimize workflows, contributing to reduced ticket backlog and improved operational performance.