Abhishek Mahapatra

I’m a Senior Application Support Analyst with 10+ years supporting SaaS applications across Higher Education ERP, Student Information Systems, and Financial Services. I focus on product reliability by leading incident management and problem management while partnering closely with Product, Engineering, Infrastructure, and global stakeholders.

At Ellucian, I supported Quercus, Elevate, and Journey-AI for 110+ Higher Education institutions, maintaining 95%+ CSAT and achieving 98% SLA compliance. I diagnose and resolve production deployment issues, database and reporting challenges, CI/CD and microservices pipeline failures, and regulatory compliance incidents—often collaborating with Product on business analysis and solution validation.

I also strengthened operational outcomes by handling critical incidents involving patch deployment, LDAP, SSO, API integrations, Java microservices, software deployments, payment gateways, and email infrastructure. I delivered advanced production support using SQL, Oracle, Unix/Linux, Shell Scripting, Splunk, and Datadog—reducing resolution time by up to 30% and maintaining 2–4 hour MTTR for P1/P2 incidents, while publishing 400+ reusable technical and customer-facing articles. I leverage Agentic AI and Generative AI to automate support processes, improve RCA preparation, and enhance knowledge management, including automated monitoring scripts that reduced unplanned downtime by 35%.