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Technical Support Specialist with 4+ years in ITSM & API Integration.
Results-driven IT Infrastructure & Application Support Specialist with 4+ years of progressive experience in L2/L3 incident management, production support, enterprise application operations, and API integration across 24x7 mission-critical environments. Demonstrated expertise in ServiceNow ITSM, JIRA, REST/SOAP API troubleshooting, SQL-based data analysis, and SLA governance, consistently achieving 95%+ on-time SLA closure. Proven track record in root cause analysis (RCA), major incident handling, and cross-functional stakeholder engagement, translating complex technical issues into actionable business outcomes. Actively transitioning into Product Management, leveraging deep product-user feedback loop experience, user story interpretation, and operational KPI insights to bridge technical operations with strategic product thinking.
Oriental Institute of Science and Technology
Master of Business Administration (MBA) · Marketing & HR
N/A – June 30, 2025
Gyan Ganga Institute of Technology & Science
Bachelor of Technology (B.Tech)
N/A – June 30, 2021
AuthBridge Research Services Pvt. Ltd
Tech Support Associate
September 1, 2024 – Present
Gurgaon, Haryana, India
Bristlecone India Ltd
ServiceNow Developer / Application Support Specialist
March 1, 2022 – November 30, 2023
Noida, Uttar Pradesh, India
eClinicalWorks India Pvt. Ltd
Software Specialist
July 1, 2021 – October 31, 2021
India
Introduction to Product Management
Unknown
June 1, 2025 – Present
Jira Administrator Certification
Unknown
December 1, 2024 – Present
Postman API Fundamentals: API Integration & Testing
Postman
December 1, 2023 – Present
ServiceNow Admin
Unknown
January 1, 2023 – Present
Cultural Fit Analysis
The candidate's experience across multiple companies (AuthBridge, Bristlecone, eClinicalWorks) and diverse domains (healthcare, general enterprise) demonstrates adaptability and a broad understanding of different operational contexts. Their continuous pursuit of certifications (Jira Admin, Postman API Fundamentals, ServiceNow Admin) and an ongoing MBA (Marketing & HR) indicates a strong commitment to continuous learning and professional development, aligning well with a growth-oriented culture. The direct alignment of their experience and skills with the 'Technical Support Specialist' role suggests a strong cultural fit for a demanding support environment.
Soft Skills & Operational Fit
The candidate exhibits strong operational discipline, evidenced by consistent SLA adherence, structured escalation workflows, and runbook authoring. Their experience in leading client escalation calls and proactive collaboration with cross-functional teams highlights excellent communication, problem-solving, and stakeholder management skills. The ability to identify and document recurring incident patterns and drive process improvements indicates a proactive and analytical mindset crucial for senior support roles. Experience in 24x7 production environments further demonstrates resilience and commitment.