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Suneetha Adapa

@suneethaadapa

Application Support Analyst supporting Salesforce CRM in production—driving incident resolution, RCA, and SLA compliance for 300+ users.

India

Message

What I'm looking for

I’m looking for a role where I can own Salesforce CRM production support end-to-end—triaging incidents, doing RCA, maintaining SLA compliance, and partnering with developers/DevOps to prevent repeat issues.

I handle L2/L3 production support for Salesforce CRM at Infosys Limited, supporting 300+ users for a Goldman Sachs Bank investment banking environment.

I run incident and service request workflows, do root cause analysis with developers to reduce repeat issues, and keep SLA/KPI monitoring and system health tight using tools like PagerDuty and AWS alert notifications.

I troubleshoot across Salesforce (Sales Cloud, Service Cloud, SOQL, reports/dashboards), plus data investigation with Snowflake and SQL/MongoDB queries, including Unix/Linux log checks (grep, tail, less, find) to trace failures.

I also manage user access (roles, profiles, permission sets), execute bulk data loads and data validation, lead team touchpoint calls, and provide KT sessions for freshers on support workflows and troubleshooting.

Experience

Work history, roles, and key accomplishments

Current

Application Support Analyst

Current

Infosys Limited

May 2021 - Present (5 years 3 months)

Provide L2/L3 production support for Salesforce CRM supporting 300+ users, resolving 25-30 incidents weekly with 98% SLA compliance. Perform root cause analysis, manage user access, and lead team touchpoint calls.