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PRIYANKA GHADI

@priyankaghadi

Senior Application Support Engineer at VivaConnect who managed 24/7 support and incident resolution across Telecom and Banking applications.

India

Message

At VivaConnect Pvt. Ltd., I served as the primary escalation point for a 25-member L1/L2 support team providing 24/7 post-deployment support for Telecom and Banking applications. I owned incident management, ticket resolution, and SLA adherence through Freshdesk, and used recurring-incident analysis to inform permanent fixes and preventive process changes.

I also delivered client training and onboarding, maintained knowledge-base articles and SOPs, and supported legacy-system migrations and resource transitions. Earlier, at Velocis Systems Pvt. Ltd., I led a 15-member support team; at Ace Technology, I delivered product demonstrations and was recognized as Best Employee of the Month in 2018.

Experience

Work history, roles, and key accomplishments

Senior Application Support Engineer

VivaConnect Pvt. Ltd.

Feb 2021 - Jun 2024 (3 years 4 months)

Served as primary escalation point for a 25-member L1/L2 support team delivering 24/7 post-deployment support for production applications in Telecom and Banking. Owned incident management, ticket resolution, and SLA adherence, and led client training and onboarding.

Incident Management Root Cause Analysis SLA Adherence Freshdesk Customer Training Onboarding Knowledge Base SOPs Automation Team Leadership

Sr. Application Support Engineer

Velocis Systems Pvt. Ltd.

Jan 2019 - Jan 2020 (1 year)

Led a 15-member support team managing L1/L2 escalations, incident resolution, and root cause analysis for client-facing applications. Owned test and production support processes, including bug reporting, hotfixes, and change management.

Incident Management Root Cause Analysis SLA Adherence Change Management Bug Reporting Hotfix Management Team Leadership

Software Application Support Engineer

Ace Technology

Mar 2016 - Jan 2019 (2 years 10 months)

Partnered with development teams to advise on system-level changes and maintained close vendor collaboration for timely issue resolution. Delivered product demonstrations to clients via WebEx and TeamViewer as part of onboarding and release-validation activities.

Webex TeamViewer client support Troubleshooting Vendor Management

L1 Support Engineer

ABSS Technology

Jun 2015 - Mar 2016 (9 months)

Acted as first point of contact for troubleshooting and resolving technical issues, creating, categorizing, and prioritizing support requests. Used remote desktop tools to investigate and resolve issues directly on end-user systems.

Troubleshooting Remote Desktop Support Ticketing Systems Customer Support