Lavanya User
@lavanyauser6
I resolve complex product issues and improve reliability for enterprise HCM platforms.
IndiaWhat I'm looking for
At Mercans, I resolve complex L2/L3 application issues across applications, integrations, and data, minimizing customer impact and improving support efficiency.
Previously at ADP India, I managed critical incidents and high-priority escalations for the Lyric HCM platform. I partnered with Product and Engineering teams on root-cause analysis, issue replication, and long-term fixes to improve system reliability.
I've supported production environments through incident monitoring, log analysis, SLA management, and escalation handling. I also mentor new joiners, share knowledge, and focus on smoother user experiences through continuous process improvement.
Experience
Work history, roles, and key accomplishments
Resolved complex L2/L3 application issues, ensuring faster resolution and minimal customer impact. Diagnosed application, integration, and data issues to consistently meet SLA and improve support efficiency.
Managed critical incidents with strong SLA adherence and worked closely with product teams to perform root cause analysis and implement long-term fixes. Handled high-priority, business-critical cases and complex escalations for the Lyric HCM platform.
Troubleshot application, configuration, product gaps, and workflow-related issues while ensuring SLA compliance. Performed root cause analysis and collaborated with Product and Engineering teams for issue resolution.
Education
Degrees, certifications, and relevant coursework
Amrita Vishwa Vidyapeetham
Master of Computer Applications, Computer Applications
2021 - 2023
Grade: 9.18 / 10
Pursued a Master of Computer Applications degree, achieving a CGPA of 9.18 out of 10.
Kongu Engineering College, Anna University
Bachelor of Science, Science
2018 - 2021
Grade: 9.31 / 10
Completed a Bachelor of Science degree with a CGPA of 9.31 out of 10.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Skills
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