Vishnu Kailas

I’m a results-driven Application Support Specialist with 10 years of experience delivering L1/L2 support for enterprise applications across Marine and healthcare domains. I manage incidents within SLA timelines, maintain application uptime, and work closely with cross-functional teams to keep services stable.

I’m ITIL Foundation certified, with a strong focus on compliance, data integrity, and continuous service improvement aligned to ISO standards. I ensure monitoring, participate in periodic audits, and support evidence gathering to help teams maintain zero non-conformities.

In my current role, I resolve 60+ incidents monthly through ServiceNow while maintaining a 95% SLA compliance rate. By conducting system health checks, log reviews, and root-cause analysis, I’ve proactively reduced downtime by 40% and cut repeat ticket volume by 70% through documented resolutions and knowledge articles.

I also drive measurable outcomes through structured troubleshooting playbooks and onboarding ownership. I reduced average incident resolution time by 50%, led application onboarding for 50+ new users with 100% satisfaction, and identified recurring integration failures that prevented 2 hours of monthly downtime.