Raghavendra D.
Senior Application Support Specialist
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Raghavendra D is a seasoned Application Support & Escalation Management Specialist based in Bengaluru, Karnataka, with six years of extensive experience in managing escalated incidents across enterprise production environments. He has a proven track record in leading incident bridge calls and coordinating with engineering, QA, DBA, and infrastructure teams to resolve blockers during high-severity outages. As a vital link between technical teams and customers, he excels in translating complex technical issues into concise executive-level updates. Raghavendra has mentored junior engineers on advanced case handling and driven process improvements following thorough postmortem reviews. His technical prowess extends to tools like Dynatrace, Splunk, and ServiceNow ITSM for application monitoring and troubleshooting. With experience in diverse industries—including automotive at Stellantis and hospitality with TCS-IHG—he ensures systematic remediation of critical issues, supported by robust documentation and knowledge management.
Experience
Consultant — Internal Capability Development and Onboarding
Capgemini · 2025 — 2025Completed a structured onboarding process focused on enterprise support frameworks and ITSM toolsets, emphasizing training in critical incident management and escalation protocols. Engaged with internal knowledge management systems, runbook standards, and SOP documentation practices to align with enterprise-grade support expectations. Contributed to team readiness exercises and mock incident scenarios by sharing insights from previous production support experiences.Senior Software Engineer — L2 Application Support
Yucca Solutions (Client: Scalian DS France – Stellantis) · 2023 — 2025Managed SLA-driven incidents for the Stellantis production environment (MIS4219), addressing P1/P2/P3 issues related to enterprise Java applications. Coordinated incident bridge calls as the primary point of contact, aligning resources from development, QA, DBA, and infrastructure teams to expedite service restoration during critical outages. Provided expert guidance on support protocols, facilitating engagement with the relevant engineering and operations groups. Drove postmortem discussions and root cause analysis to identify patterns in incidents and recommend process improvements. Delivered proactive status updates and executive-style summaries tailored to both technical and non-technical stakeholders in France. Utilized Dynatrace, Splunk, and Kibana for proactive monitoring of application health, detecting anomalies and performance degradation prior to customer impact. Documented recurring issues and solutions within the knowledge base to enhance future incident resolution consistency.Software Engineer — L2 Support
Foray Software (Client: TCS – IHG) · 2022 — 2023Triaged and debugged incidents for enterprise mobile applications, successfully managing multiple cases while adhering to SLA requirements. Collaborated with backend engineering to address integration and service-layer challenges, reducing production operational disruptions. Took ownership of incident reporting and stakeholder communication according to ITSM best practices, while also maintaining knowledge base documentation and contributing to enhancements in SOPs.Software Engineer — L2 Production Support
Mitra Software · 2019 — 2021Provided L2 production support for ERP systems, handling incidents, service requests, and user issues within established SLA timelines. Coordinated with vendors and developers to implement permanent fixes and enhancements while also managing user access and data validation efforts. Enhanced system reliability through monitoring and precise incident documentation within the ITSM tool. Assisted in developing runbooks that standardized incident response procedures across the support team.
Skills & Expertise
Education
- Bachelor of Engineering in Computer SciencePESITM Shivamogga · — — 2018
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