Vijila Gokul
@vijilagokul
ITIL-certified Application Support & Incident Manager who drives SLA improvements and resilience.
SingaporeWhat I'm looking for
I am an ITIL-certified Application Support and Incident Manager with nearly 15 years' experience across healthcare, transport, gaming, and enterprise IT, and over a decade in leadership roles guiding teams and improving service delivery.
I have led teams of up to 14 engineers, reduced downtime by 70%, improved SLA compliance to as high as 99%, managed vendor relationships and >$1M budgets, and delivered measurable operational cost savings and audit-ready compliance.
I focus on incident escalation, ITSM, disaster recovery, RCA and process optimisation, and I author SOPs, RCA reports and knowledge articles to strengthen operational resilience and customer satisfaction.
Experience
Work history, roles, and key accomplishments
Experience Manager, IT Application Support
Synapxe Pte Ltd
Oct 2023 - Aug 2025 (1 year 10 months)
Led a 14-member application support team, improving SLA compliance by 10% and reducing downtime by 70% while achieving 99% SLA adherence for major incidents.
Assistant Manager, Application Support
Resorts World Sentosa
Jan 2023 - Sep 2023 (8 months)
Coordinated daily operations for gaming systems, managed 40+ monthly P1/P2 incidents and maintained 99.9% uptime while reducing repeat incidents and resolution times by 15%.
Senior Systems Analyst
TransitLink Pte Ltd
Oct 2011 - Dec 2022 (11 years 2 months)
Led a 6-member team supporting transport payment applications, ensuring 99% uptime, reducing recurring failures by 25% and coordinating 30+ deployments with zero critical post-release issues.
Database Analyst
Intercorp Solutions Pte Ltd
Nov 2010 - Jun 2011 (7 months)
Designed and optimized SQL scripts to improve reporting efficiency by 30% and resolved 100+ client incidents with 95% SLA compliance using Remedy.
Support Engineer
TV Sundaram Iyengar & Sons Pvt Ltd
Jan 2008 - Nov 2009 (1 year 10 months)
Provided IT operations support, maintained 95% uptime for critical systems and automated Excel reporting to cut manual effort by 40%.
Education
Degrees, certifications, and relevant coursework
AUAnna University
Master of Engineering, Computer Science
Completed a Master of Engineering in Computer Science from Anna University, focusing on advanced topics in computer science and engineering.
AUAnna University
Bachelor of Engineering, Computer Science
Grade: Distinction (80%)
Completed a Bachelor of Engineering in Computer Science with distinction (80%) from Anna University.
Tech stack
Software and tools used professionally
Availability
Location
SingaporeAuthorized to work in
Job categories
Skills
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