Selva Prakash A
Technical Support Engineer
Chennai
Summary
Results-driven Software Analyst with 4.5 years of experience in L2/L3 Application and Production Support, specializing in Agilysys hospitality solutions. Adept at troubleshooting complex application issues and enhancing system stability. Skilled in Java applications, ServiceNow and Salesforce, I excel in collaborative environments, driving process improvements and ensuring seamless operations to minimize business impact.
Overview
5
5
years of professional experience
Work History
Software Analyst
Agilysys
02.2024 - Current
- Provide L2/L3 support for hospitality applications (POS, PMS, and Payments), ensuring system stability and minimal business impact.
- Troubleshoot application and payment issues (authorization, capture, incremental auth, declines) within SLA timelines.
- Handle data corrections, payment reconciliation, and configuration changes across integrated systems.
- Perform log analysis and transaction flow validation to identify and resolve root causes.
- Collaborate with engineering, QA, and payment partners to resolve production issues.
Associate Analyst
HTC Global Services
10.2021 - 01.2024
- Monitor and react to incidents raised by customers or as a result of system generated alerts.
- Use service now incident management software to create, track and document all communications regarding incident investigation, status and resolution.
- Contribute to or establish continual process improvement based on observed platform performance and issues data, analysis of system logs and historical monitoring metrics.
- Document workflows related to support process including troubleshooting methodology.
- Accepting production support validations
- Zena application monitoring Alerts, Incident handling (P2/P4) within SLA, Preparing scripts for P4 tickets and deploying in Jenkins.
Education
Master of Science - Computer Science And Application
PERIYAR MANIAMMAI INSITUTE OF TECHNOLOGY
Thanjavur, India 04.2001 -
Bachelor of Science - Computer Science
PERIYAR MANIAMMAI INSITUTE OF TECHNOLOGY
Thanjavur, India 04.2001 -
Skills
Technical support
Payment Integrations
Incident handling
ServiceNow and Salesforce
Java Application support
Timeline
Software Analyst
Agilysys
02.2024 - Current
Associate Analyst
HTC Global Services
10.2021 - 01.2024
Master of Science - Computer Science And Application
PERIYAR MANIAMMAI INSITUTE OF TECHNOLOGY
04.2001 -
Bachelor of Science - Computer Science
PERIYAR MANIAMMAI INSITUTE OF TECHNOLOGY
04.2001 -