abhishek patil
@abhishekpatil4
L2 technical support engineer improving incident reliability through RCA and endpoint analytics.
IndiaWhat I'm looking for
I’m an IT Specialist with 2+ years of experience managing and troubleshooting enterprise-scale production environments. I diagnose complex system issues, perform root cause analysis (RCA), and improve reliability across endpoint, infrastructure, and application layers.
Currently, I work as an L2 Technical Support Engineer at Cognizant, acting as an escalation point for priority P1–P4 incidents. I manage 10–15 daily incidents in a global environment, maintaining 95%+ SLA adherence while resolving OS, driver, and system-level problems through structured troubleshooting.
I strengthen outcomes through proactive detection and long-term fixes. I leverage Microsoft Intune and endpoint analytics (NextThink), own the full ServiceNow incident lifecycle, and create runbooks/knowledge base articles to standardize resolutions and reduce repeat incident volume, with growing exposure to automation and modern cloud-based environments.
Experience
Work history, roles, and key accomplishments
Senior Systems Engineer (L2)
Cognizant Technology Solutions
Mar 2024 - Present (2 years 3 months)
Manage 10–15 daily enterprise incidents in a global production environment, maintaining 95%+ SLA adherence while resolving priority P1–P4 OS, driver, and system-level issues through Level 2 escalation support. Perform deep RCA, leverage NextThink endpoint analytics to prevent repeat incidents, administer Microsoft Intune endpoint policies, and own incident lifecycle in ServiceNow with runbooks and
Education
Degrees, certifications, and relevant coursework
DBATU University
Bachelor of Technology (B.Tech), Computer Science & Engineering
2020 - 2023
Activities and societies: Lateral entry into B.Tech program via diploma pathway.
Earned a Bachelor of Technology in Computer Science & Engineering through lateral entry via a diploma pathway from DBATU University.
MSBTE
Diploma in Computer Science & Engineering, Computer Science & Engineering
2018 - 2020
Activities and societies: Foundation for lateral entry into B.Tech program.
Completed a Diploma in Computer Science & Engineering at MSBTE as the foundation for lateral entry into the B.Tech program.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Social media
Job categories
Skills
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