Anna Shishkina

I’m an Application Support and Operations Specialist with a focus on incident investigation, SQL-based data analysis, service monitoring, and workflow automation. I’m driven by ensuring SLA compliance, service stability, and clear operational transparency.

Since March 2024, I’ve worked as a Lead Technical Support Specialist (L2) / Operations Engineer, investigating and resolving incidents end-to-end. I perform log analysis, service monitoring and metrics analysis, control SLA compliance, escalate complex incidents, and collaborate closely with development teams while maintaining accurate documentation.

In this role, I’ve delivered measurable improvements: reduced SLA violations, optimized incident handling processes, automated reporting, reduced recurring incidents, and developed internal training programs. Earlier (2021–2024), I supported incident diagnostics and resolution, managed service desk operations, performed release testing, and automated reporting and documentation maintenance.

Before that, I built strong operational discipline through IT Operations Engineer work (24/7 monitoring, incident response, and service stability) and earlier telecommunications engineering experience involving deployment, troubleshooting, and vendor coordination. I bring a practical, systems-minded approach backed by ITIL-focused training and ongoing data/automation certifications.