At FirstCry.com (Brainbees Solutions Pvt Ltd), I supported B2B, B2C, MIS, WMS, TMS, and ATS systems as an ITSM Engineer. I troubleshot production issues and helped maintain 95%+ SLA compliance.
I performed root cause analysis on recurring issues and coordinated permanent fixes with development and QA teams. I also acted as the single point of contact for business teams during escalations.
I managed tickets through Jira and ServiceNow, updated knowledge base documentation, and conducted preliminary testing for features, patches, and enhancements.
At Purple Radiance Technologies Pvt. Ltd., I provided application support and issue resolution across internal products. I logged and analyzed incidents and assisted with requirement validation and user acceptance checks.
