Yogita Bhosale

AI/ML • Pune, India • UTC+05:30 • Partially remote, Fully remote • Work permits: India • Citizenship: India • Available now • from $30k per year

Support Specialist

SQL

Active 1 day ago

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Overview

Technical skills

Timeline

Roles

Overview

ITSM specialist with experience in L2/L3 application support, incident and escalation management, and root-cause analysis. Hands-on with ticketing and ITSM workflows using Jira and ServiceNow, coordinating with development and QA to reduce recurring issues and support stable operations.

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Technical skills

SQL

DevOps

Incident Management

SLI/SLO/SLA

Grafana

Graylog

Timeline

ITSM Engineer • Middle

Brainbees Solutions Pvt Ltd (FirstCry.com) • Full-Time

Feb 2020 to May 2025 5 Years 3 Months Pune In office

Owned end-to-end incident and escalation handling for application and product support. Performed troubleshooting and root-cause analysis, coordinating with development and QA to deliver permanent fixes and reduce recurring incidents. Served as a single point of contact for business stakeholders during escalations and maintained ticket workflows with Jira and ServiceNow while improving support documentation. Conducted preliminary testing for patches, enhancements, and new features to support stable releases.

Incident Management

Jira

ServiceNow

SLI/SLO/SLA

Technical Support Engineer • Middle

Purple Radiance Technologies Pvt. Ltd. • Full-Time

Mar 2018 to Nov 2019 1 Year 8 Months In office

Provided L2/L3 application and technical support for B2B and B2C systems, including MIS, WMS, TMS, and ATS. Supported ongoing operational needs across those platforms as part of the technical support function.