MUTYALA HEMABHAVANI

• Lead application support team, ensuring smooth operations and availability of critical ADM applications.
• Monitor application nutrition and performance to proactively identify issues before they impact business users.
• Provide Level 1-3 support for Hardware and Software issues, diagnosing and resolving complex technical incidents.
• Manage and prioritize incident and service request queues to ensure timely resolution in compliance with SLAs.
• Act as the primary escalation point for high-severity issues, coordinating across teams for resolution.
• Mentor and guide application support analysts, providing technical training and career development.
• Collaborate with development, QA, and infrastructure teams to resolve recurring problems and improve system stability.
• Perform root cause analysis (RCA) for major incidents and implement permanent fixes.
• Coordinate change management activities, including planning, testing, and deploying application patches/upgrades.
• Ensure compliance with ITIL/ITSM processes, including incident, problem, and change management best practices.
• Track and report KPIs/SLAs such as incident resolution time, system uptime, and ticket backlog trends.
• Coordinate vulnerability remediation activities with security and infrastructure teams to meet compliance requirements.
• Document application support runbooks, SOPs, PMO, and troubleshooting guides for knowledge sharing and onboarding.
• Ensure adherence to regulatory compliance guidelines within the AD domain.
• Work closely with business stakeholders to understand critical issues and communicate status/resolutions effectively.
• Automate routine monitoring and support tasks using scripts or tools to increase team efficiency.
• Preparing Laptops and Desktops with client image.
• Drive continuous improvement initiatives, including reducing ticket volumes through proactive fixes.
• Conduct regular knowledge-sharing sessions within the support team to improve technical expertise.
• Assist in disaster recovery and business continuity planning by validating failover procedures and performing DR drills.
• Evaluate and implement monitoring tools to enhance visibility into application health and transactions.
• Perform performance tuning and optimization in collaboration with developers and DBAs.
• Prepare weekly/monthly management reports highlighting incidents, root causes, resolutions, and improvement actions.
• Maintaining updated logs and ticket documentation.
• Act as a liaison between business units, LTIM and ADM stakeholders to align support activities with business goals.

• Collaborate with IT, operations, and support teams to restore services quickly after incidents, minimizing downtime and impact on business operations.
• Using tools like New Relic and PagerDuty, provide comprehensive Level 2 production support for the IKEA Kitchen Planner platform. This includes proactive monitoring, incident handling, and problem solving.
• Lead P1 incident calls, oversee stakeholder communications, plan RCA activities, and make sure that ITIL procedures—such as alerts, change approvals (CAB), risk assessments, and production deployment plans—are followed.
• GraphQL and REST API diagnostics were used to troubleshoot and fix network and front-end performance issues in a high-availability production environment, guaranteeing minimal platform downtime.
• In order to swiftly learn and apply new IKEA-specific features while abiding by Microsoft enterprise environment standards and Windows-based development tools, I worked with both on-site and offshore teams.
• Diagnose and fix front-end problems with React, JavaScript, HTML, and CSS on the IKEA Kitchen Planner, particularly on headless CMSs (like Builder.io) or Shopify-based implementations, making sure that the user experience is not negatively impacted.
• Create and update SOPs, runbooks, and supporting documentation; draw information from ServiceNow/JIRA to create weekly/monthly status reports (WSR/MSR) that highlight service improvement initiatives, ticket trends, and resolutions.
• Provide timely escalations, coordinated issue resolution, and efficient communication during and after critical incidents by serving as a liaison between support, development, QA, and customer teams located in different time zones around the world.
• The IKEA Kitchen Planner application GraphQL APIs were integrated and maintained to improve front-end performance by enabling accurate and effective UI component queries, decrease over-fetching and under-fetching problems, and expedite data fetching.
• Use ServiceNow to log, track, prioritize, and resolve incident tickets, ensuring accurate categorization and timely resolution.
• Perform root cause analysis (RCA) on major incidents and coordinate with teams to implement effective corrective actions.
• Prepare detailed post-incident reports documenting issue lifecycle, resolution steps, and recommendations to prevent recurrence.
• Lead and participate in meetings to review incident management processes and project workflows.
• Manage KPI workflows and issue tracking using JIRA, and communicate effectively with internal teams through Slack.
• Provide end-user support via email and phone, resolving technical issues related to applications and systems.
• Monitor and manage incoming incident queues, escalating complex issues to higher-level teams as needed.
• Troubleshoot and fix application bugs, including those in kitchen planner and kiosk systems, ensuring smooth user experience.
• Conduct smoke tests and monitor system uptime for global markets using tools like Catchpoint.
• Resolve login, pricing, PDF printing, and translation issues affecting business applications.
• Ensure SLA compliance by prioritizing and resolving critical incidents promptly.

• Delivered L1/L2 support for Conektr’s B2B and e-commerce platforms, resolving application issues across React.js and Java-based services, ServiceNow.
• Managed incident lifecycle using ServiceNow, ensuring proper ticket logging, prioritization, escalation, and timely resolution.
• Investigated API failures, front-end rendering issues, and simple printing or network configuration bugs, including compatibility with Zebra printers using ZPL when necessary, in order to support production issues on e-commerce platforms.
• In a fast-paced Agile delivery environment, UI integration flaws were found and fixed using SQL queries and Splunk logs, increasing system reliability and improving end-user experience.
• Performed root cause analysis (RCA) for critical issues and created knowledge base articles for recurring problems.
• Used real-time logs (Kibana, Log4j) and browser developer tools to investigate UI/API errors, latency, and slow page loads.
• Debugged backend connectivity issues, HTTP error codes, and API failures in coordination with developers.
• Conducted sanity/smoke testing in staging and production environments post-deployment, ensuring service health.
• Supported cross-platform mobile issues (iOS/Android), including wallet refunds, coupon failures, and loyalty point mismatches.
• In order to guarantee platform stability and business continuity, we provided Level 2 support for Conektr's B2B/B2C e-commerce platform, promptly resolving user-reported bugs, performance bottlenecks, and live production issues.
• Looked into and fixed front-end problems with React.js, JavaScript, HTML, and CSS, especially for Shopify and Builder.io-integrated features, to guarantee a responsive and smooth user experience on all devices.
• Coordinated with Dev and QA teams to ensure prompt root cause analysis and resolution; led P1/P2 incident calls; responded to alerts; and identified application anomalies using monitoring tools such as New Relic and PagerDuty.
• Managed incident, change, and release management procedures in accordance with the ITIL framework, including production deployments, risk mitigation planning, CAB participation, and SOP/runbook execution in ServiceNow.
• Maintained cross-functional cooperation with international teams for issue triage, fixes, and deployment coordination; created Weekly and Monthly Service Reports (WSR/MSR) by pulling data from ITSM tools such as JIRA/ServiceNow.
• Provided remote troubleshooting support using AnyDesk, RDP, and SSH for internal and vendor users.
• Used SQL to validate order data, investigate missing transactions, and assist with report verifications.
• In order to facilitate effective data retrieval for dynamic e-commerce components, minimize load times, and enhance front-end performance throughout the Conektr platform, GraphQL APIs were implemented.
• Investigated and resolved login failures, PDF generation, translation bugs, and pricing inaccuracies.
• Responded to high-priority tickets (P1/P2) impacting delivery APIs (e.g., Fetchr, Aramex) and customer orders.
• Created and customized ServiceNow dashboards to track support KPIs, ticket volume, and SLA metrics.
• Worked with Postman, Swagger, and backend logs to replicate and debug API contract mismatches.
• Participated in UAT, deployment checklists, and change request planning with release and DevOps teams.
• Documented SOPs for frequent support cases such as inventory sync, OTP issues, and CSV import problems.
• Investigated multi-tenant issues related to product visibility, regional availability, and catalog sync errors.
• Configured CloudWatch and ELK Stack alerts for monitoring service availability and system health.
• Trained junior support staff on Conektr platform tools, SLA handling, and knowledge base usage.
• Supported Microsoft 365, Google Workspace, and Apple iOS environments for enterprise-level users.
• Managed user access, account lockouts, and password resets via Active Directory and Azure AD.

• Delivered end-to-end IT support including network design, system installation, maintenance, and troubleshooting for a fast-paced stock trading environment.
• Logged, tracked, and managed incident tickets using ServiceNow, ensuring accurate categorization, prioritization, and resolution timelines in line with SLAs.
• Conducted root cause analysis (RCA) for critical system incidents and worked with cross-functional teams to implement long-term fixes.
• Prepared detailed post-incident documentation highlighting the full incident lifecycle, resolution steps, and preventive measures.
• Actively participated in team meetings and process reviews to continuously improve IT support workflows.
• Used JIRA to track KPIs and workflow tasks and collaborated across teams using Slack for real-time communication.
• Provided day-to-day support for users via email and phone, addressing queries and resolving issues related to trading platforms.
• Delivered IT assistance across platforms including Windows, macOS, and Linux, ensuring cross-system functionality.
• Installed and configured both server operating systems and trading-related applications to meet specific user and business requirements.
• Provided onsite support at client offices for software deployments, hardware setup, and troubleshooting system connectivity.
• Managed and maintained TCP/IP networking, diagnosing connectivity issues to ensure uninterrupted market access.
• Repaired faulty hardware components and carried out system health checks to ensure platform stability.
• Provided technical support and bug fixes for internal trading systems, ensuring smooth and secure trading operations.
• Supported users with Microsoft 365 and Google Workspace, enhancing productivity and communication.
• Handled new feature rollout testing and user support in live trading environments, ensuring rapid issue resolution with minimal business disruption.
• Proactively ensured trading system availability by monitoring logs and addressing potential risks before they impacted users.