Mayank User

I’m an Application Support Analyst with 2+ years of experience delivering L2 production support for enterprise healthcare applications. I support a high-availability platform for Quest Diagnostics, focusing on fast, reliable incident resolution.

I manage incidents end-to-end using ServiceNow, maintaining 100% SLA compliance while monitoring application and server health with Dynatrace, Splunk, and Nagios. I troubleshoot production issues across MySQL databases and Linux servers by tracing Java application code to pinpoint root causes.

I also build operational automation and stability improvements—creating Jenkins scripts to restart servers in degraded health and monitoring Kubernetes pod health to reduce manual intervention. I identified and resolved a recurring server overload tied to high-volume report processing, reducing daily ticket volume by 15% and improving application stability.

As the incident POC during the July 2024 global CrowdStrike outage, I coordinated recovery across cross-functional teams and reduced application-related incidents by 15%. I partner with development teams through daily Agile stand-ups, and I’m actively leveraging this hands-on troubleshooting experience to transition into a Java Software Developer role.