SI

Open to opportunities

Shreyansh Ingole

@shreyanshingole

Incident & Application Support Specialist with 5+ years supporting enterprise SaaS, driving reliability through RCA and communication.

What I'm looking for

I’m looking for an enterprise SaaS support role where I can own incident resolution, run RCA, and improve reliability through cross-functional collaboration—balancing fast customer communication with preventive process improvements.

I’m an Incident & Application Support Specialist with 5+ years of experience managing enterprise SaaS platforms and resolving complex issues across HCM, Payroll, Workforce, and Learning modules. I troubleshoot functional and technical problems in SaaS-based applications like Saba and Cornerstone while keeping customer experience at the center of every engagement.

I manage high-volume global support queues, prioritize critical incidents, and partner with Product, QA, and Development teams to diagnose root causes, apply workarounds, and drive permanent fixes. I use log analysis, SQL, and APIs (Postman) to resolve integration errors and system failures, then translate what I learn into KCS documentation and knowledge-base improvements.

My approach is proactive: I conduct Root Cause Analysis (RCA) and implement preventive actions to reduce incident recurrence, analyze incident trends, and recommend process improvements to strengthen system reliability and performance. I also communicate incident status and risk updates to leadership and ensure compliance with security, regulatory, and organizational protocols throughout incident handling.

Experience

Work history, roles, and key accomplishments

CO

Current

Senior Product Specialist

Current

Cornerstone OnDemand

Dec 2022 - Present (3 years 4 months)

Troubleshot functional and technical issues in enterprise SaaS applications (Saba and Cornerstone) across HCM, Payroll, Workforce, and Learning modules. Managed high-volume global support queues, partnered with product/QA/development on fixes and workarounds, and performed RCA with preventive actions to improve reliability.

Troubleshooting SQL Log Analysis REST APIs Postman Knowledge Centered Service (KCS)

AI

Product Support Analyst

Jul 2021 - Dec 2022 (1 year 5 months)

Managed a dynamic case queue by prioritizing incidents based on severity and customer impact while balancing ownership of existing cases with newly reported issues. Developed and maintained KCS content, collaborated with product/QA/development on root causes and workarounds, and supported troubleshooting using log analysis, SQL queries, and API clients.

Root Cause Analysis Knowledge Centered Service (KCS)SQL Log Analysis Cross Functional Collaboration

EE

Application Support Analyst

Extramarks Education

Sep 2020 - Mar 2021 (6 months)

Provided on-demand support to senior leadership by routing concerns to the appropriate management personnel. Analyzed business factors affecting results, prepared summaries into presentations, and communicated new policies and procedures to relevant stakeholders.

Application Support Stakeholder Management Business Analysis Executive Support

Education

Degrees, certifications, and relevant coursework

CB

CSVTU, Bhilai

Bachelor of Technology, Electronics and Telecommunication Engineering

Grade: GPA 6.5

B.Tech in Electronics and Telecommunication Engineering from CSVTU (Chhattisgarh Swami Vivekanand Technical University), graduated with a GPA of 6.5.

BB

BSP, SSS-VII, Bhilai

Higher Secondary

Grade: 74.6%

Completed Higher Secondary with an aggregate of 74.6% from BSP, SSS-VII, Bhilai.

Tech stack

Software and tools used professionally

Postman

Salesforce

Gmail

Jira

Java

SQL

ServiceNow

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