# PRIYANKA GHADI

PRIYANKA GHADI is a remote worker on Himalayas, Senior Application Support Engineer at VivaConnect Pvt. Ltd., based in India.

Source: https://himalayas.app/@priyankaghadi

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 1095k+ INR |
| Job categories | Application Support Engineer, Application Support Specialist, Technical Support Engineer |
| Skills | Application Support, Incident Management, Root Cause Analysis, Major Incident Management, SLA Management, L1 L2 Support, Production Support, Ticket Resolution, Escalation Management, Performance Analysis, Log Based Troubleshooting, API Integration, API Monitoring, RabbitMQ Monitoring, MySQL |

## About

```text
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

### Senior Application Support Engineer

VivaConnect Pvt. Ltd.. Feb 2021 - Jun 2024

```text
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.
```

Skills: 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

```text
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.
```

Skills: 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

```text
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.
```

Skills: Webex, TeamViewer, client-support, Troubleshooting, Vendor-Management

### L1 Support Engineer

ABSS Technology. Jun 2015 - Mar 2016

```text
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.
```

Skills: Troubleshooting, Remote-Desktop, Support-Ticketing-Systems, Customer-Support

## Education

### Saraswati College of Engineering

Bachelor of Engineering, Computer Science

```text
Completed a Bachelor of Engineering in Computer Science from Saraswati College of Engineering, Mumbai in 2015.
```

### Naval Institute of Technology

Diploma, Computer Engineering

```text
Completed a Diploma in Computer Engineering from Naval Institute of Technology, Mumbai in 2011.
```

## Tech stack

- MySQL
- TeamViewer
- Webex
- FreshDesk

To contact PRIYANKA, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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