Open to opportunities

Likitha B N

@likithabn

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ITIL-certified application support engineer specializing in SLA-driven banking and card payments stability.

India

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What I'm looking for

I’m looking for an organization where I can own SLA-driven production support for critical payment/banking systems, lead incident-to-prevention improvements, and continue mentoring teams while partnering closely with Development and Infrastructure.

I’m an ITIL-certified Application Support Engineer with 4+ years of experience supporting banking and card payment applications in SLA-driven environments. I handle L1/L2/L3 support with strong incident management, root cause analysis, and ServiceNow ticketing to keep services running reliably with minimal downtime.

I coordinate with cross-functional teams to manage incident, problem, request, and change using ITIL and maintain operational stability through PROD & DR migrations. I’ve also mentored and coordinated a support team of 5, strengthened response-handling efficiency, and contributed operational documentation and knowledge base articles to improve process maturity—recognized with a “Best Project Team” award.

Experience

Work history, roles, and key accomplishments

Senior Service Desk Analyst

Accenture

Jan 2026 - Feb 2026 (1 month)

Provided L1/L2 support for enterprise applications and user issues using ticketing workflows, ensuring SLA-based incident resolution and clear user communication. Coordinated cross-functional escalations to restore services and supported troubleshooting, access management, and service requests.

L1 L2 Application Support Incident Management ServiceNow ITSM User Communication Troubleshooting Access Management Escalation Management end user support ITIL

Senior Software Engineer

LTIMindtree

Mar 2021 - Jan 2026 (4 years 10 months)

Delivered L1/L2/L3 production support for banking and card payment applications in SLA-driven environments using ServiceNow for incident, problem, request, and change management. Conducted root cause analysis, supported PROD/DR migration activities with minimal business impact, mentored junior team members, and received a “Best Project Team” award for operational excellence and production stabilit

L1 L2 L3 Production Support ServiceNow ITSM Incident Management Root Cause Analysis SLA Management Mentoring