Open to opportunities

Atal Sharma

@atalsharma

Message

Application Support Engineer specializing in SQL troubleshooting and ServiceNow ITSM.

India

Message

What I'm looking for

I’m looking to bring my production support and SQL troubleshooting experience into an Application Support Engineer, Production Support Engineer, or SQL Support Engineer role—focusing on ServiceNow ITSM, SLA governance, and fast RCA-driven resolution for mission-critical apps.

I’m an Application/Production Support Engineer with 3+ years of L2 production support for enterprise .NET applications, enforcing ITSM processes in ServiceNow. I manage incident, problem, and change workflows—triaging, prioritizing, escalating, and coordinating L1–L3 teams to restore service quickly.

I’m focused on SLA governance and data-driven RCA, maintaining 95%+ SLA compliance while supporting a mission-critical global application. Using SQL Server for data validation and root-cause investigation, I help reduce repeat incidents and document RCA for internal and client stakeholders.

Experience

Work history, roles, and key accomplishments

Current

Technical Process Specialist

Current

Infosys BPM

Sep 2025 - Present (10 months)

Provide L2 production support in ServiceNow by triaging and resolving high-volume ITSM tickets while monitoring and escalating SLA at-risk cases. Coordinate across application, infrastructure, and business teams and produce incident reporting and RCA documents.

ServiceNow Incidents ITSM Triage Impact Analysis

Junior Software Engineer

Cognizant Technology Solutions

Mar 2023 - Sep 2025 (2 years 6 months)

Delivered L2 production support for a mission-critical .NET enterprise application via ServiceNow, managing incidents, service requests, and changes while maintaining 95%+ SLA compliance. Used SQL Server for data validation and integrity investigations, and supported RCA documentation and ITIL-aligned CAB/rollback planning.