Open to opportunities

yash Hmg

@yashhmg

Results-driven Application Support Engineer delivering ITIL-ready incident resolution, RCA, and SLA-compliant enterprise support.

India

Message

What I'm looking for

I’m looking for an application support role where I can own incident management and RCA, deliver SLA-compliant outcomes using ServiceNow/JIRA, and help users succeed through documentation and training. I want continuous process improvements in cross-functional teams.

I’m an Application Support Engineer with 1.5+ years of experience at Tata Consultancy Services, focused on incident management, root cause analysis (RCA), and enterprise application lifecycle support. I work within the ITIL framework to ensure SLA-compliant issue resolution, and I use ServiceNow and JIRA to manage incidents, change requests, and escalations.

I’ve delivered measurable impact through proactive end-user training and structured documentation—running technical training sessions for 50+ enterprise users and authoring 15+ knowledge base articles to improve self-service. I also supported high-stakes releases with UAT, regression, and smoke testing, and led legacy-to-modern migrations with zero unplanned downtime for 200+ internal users.

Experience

Work history, roles, and key accomplishments

Application Support Engineer

Tata Consultancy Services Ltd.

Sep 2024 - Jan 2026 (1 year 4 months)

Provided ITIL-aligned application lifecycle and SLA-compliant incident support at Tata Consultancy Services using ServiceNow and JIRA. Delivered technical training to 50+ enterprise users and led 3 legacy-to-modern system migrations with zero unplanned downtime, reducing support tickets ~20% and improving first-call resolution by 15%.