vidhya Kamalanathan

• Worked in a 24/7 L2/L3 production support environment, quickly diagnosing and resolving technical incidents to
ensure high availability and uninterrupted operations.
• Managed incidents, service requests, and alerts in ServiceNow, consistently meeting SLA targets and contributing to
MTTR reduction.
• Performed production issue trend analysis and root cause analysis (RCA), creating and managing problem tickets
across multiple applications.
• Provided Level 2 application support for multiple retail market applications, ensuring operational stability and
performance.
• Monitored applications across Windows and Unix/Linux servers, accessing systems to collect log files and
configuration data for troubleshooting.
• Utilized Control-M, SQL tools, Windows, RDP, and Citrix forjob monitoring, application support, and infrastructure
access.
• Implemented and maintained cloud security policies, controls, and compliance standards, including deploying tools
for threat detection, vulnerability assessment, and incident response.
• Led security incident response activities, minimizing business impact through rapid containment and resolution.
• Conducted knowledge transfer (KT) sessions forjunior team members and newjoiners, ensuring smooth onboarding
and operational readiness.