Shivani is available for hire
Hire ShivaniShivani Singh
Verified Expert in Engineering
Production Support Developer
Bengaluru, Karnataka, India
Toptal member since June 3, 2026
Bio
Shivani is an application supplier engineer with around 5.3 years of experience. She has focused on incident management, change management, and problem management. She also has vast experience in escalated issues and effective stakeholder communication.
Portfolio
Blackbuck
BMC Remedy, ITIL, Level 3 Support, SQL, Linux, Java, Slack, Software Engineering
Wipro
CRM, Finacle, ServiceNow, SQL, ITIL, Incident Management, Change Management...
SkyproTechnologies
CRM, Finacle, SQL, Linux, Incident Management, ITIL, Outlook
Experience
- Production Support - 5 years
- Linux - 5 years
- SQL - 5 years
- ITIL - 5 years
- Incident Management - 5 years
- Finacle - 4 years
- CRM - 4 years
- BMC Remedy - 2 years
Preferred Environment
Slack
The most amazing...
...work I've done involved owning weekend support, managing everything with zero escalation.
Work Experience
Senior Support Engineer
2025 - 2026
Blackbuck
- Led a team of 15 professionals delivering application and system support, leveraging SQL and Linux environments to ensure the stability and performance of the enterprise system.
- Tracked and fixed bugs using Jira as a reporting tool.
- Resolved around 30 SLA-violation issues in a day with efficiency and prompt support.
- Managed people new to the organization and mentored them into their roles.
Technologies: BMC Remedy, ITIL, Level 3 Support, SQL, Linux, Java, Slack, Software Engineering
Administrator
2022 - 2023
Wipro
- Managed P1/P2 incident handling and bridge calls, taking complete ownership of escalations, coordinating with cross-functional teams, and driving rapid incident resolution and service restoration.
- Provided remote technical support to internal and onshore users using Bomgar, LogMeIn Rescue, and TeamViewer, resolving functional and technical issues while enhancing user experience.
- Resolved incidents using tools like Splunk, Spectrum, and ServiceNow, achieving consistent SLA adherence and reduced downtime.
Technologies: CRM, Finacle, ServiceNow, SQL, ITIL, Incident Management, Change Management, Production Support
Finacle Application Expert L1
2019 - 2022
SkyproTechnologies
- Partnered with business users and stakeholders to identify potential risks, resolve application issues, and ensure seamless support across middle and back office operations, ensuring business continuity and user satisfaction.
- Initiated and led a command center and bridge calls for critical incidents, collaborating with incident management, IT, and business teams to drive rapid root cause identification and resolution.
- Performed advanced troubleshooting and RCA, including alert resolution, log analysis on Windows servers, and service failure diagnostics, strengthening system stability and reducing recurring incidents.
Technologies: CRM, Finacle, SQL, Linux, Incident Management, ITIL, Outlook
Experience
Ujjivan Small Finance Bank
I led a team of 15 professionals delivering application and system support, leveraging SQL and Linux environments to ensure the stability and performance of enterprise systems. I managed and supported critical enterprise platforms, including Amazon Connect, Salesforce, IDMart, CRS+, CFMS, and OnBase, ensuring seamless business operations. I also monitored production environments and drove timely issue resolution, collaborating with cross-functional teams to minimize downtime and enhance system reliability.
This project involved developing operational dashboards and insights using Power BI, enabling data-driven decision-making and improved visibility into system performance. I strengthened incident management and service delivery by leveraging Remedy for efficient ticket tracking, system monitoring, troubleshooting, and end-user support.
This project involved developing operational dashboards and insights using Power BI, enabling data-driven decision-making and improved visibility into system performance. I strengthened incident management and service delivery by leveraging Remedy for efficient ticket tracking, system monitoring, troubleshooting, and end-user support.
Fuse Engineering
I performed advanced troubleshooting and RCA, including alert resolution, log analysis on Windows servers, and service failure diagnostics, strengthening system stability and reducing recurring incidents. I partnered with business users and stakeholders to identify potential risks, resolve application issues, and ensure seamless support across middle and back office operations, enhancing business continuity and user satisfaction. I managed ServiceNow incident and service request (SC) lifecycle, prioritizing and resolving tickets within SLA while leveraging expertise in helpdesk and ticketing systems to maintain operational efficiency.
I initiated and led command center and bridge calls for critical incidents, collaborating with incident management, IT, and business teams to drive rapid root-cause identification and resolution. I coordinated closely with development teams to resolve deployment issues, implement bug fixes, and address production defects, ensuring timely releases and minimizing system disruptions. I provided proactive communication and escalation management, delivering continuous updates to clients and the business
stakeholders until final resolution, and escalating risks to prevent potential outages.
I initiated and led command center and bridge calls for critical incidents, collaborating with incident management, IT, and business teams to drive rapid root-cause identification and resolution. I coordinated closely with development teams to resolve deployment issues, implement bug fixes, and address production defects, ensuring timely releases and minimizing system disruptions. I provided proactive communication and escalation management, delivering continuous updates to clients and the business
stakeholders until final resolution, and escalating risks to prevent potential outages.
Education
2014 - 2018
Bachelor's Degree in Information Science and Engineering
Reva Institute of Technology and Management - Bangalore, India
Skills
Tools
Finacle, BMC Remedy, Slack
Languages
SQL, Java
Paradigms
ITIL, Change Management
Platforms
Linux
Other
ServiceNow, Level 3 Support, Production Support, CRM, Software Engineering, Incident Management, Outlook, Problem Management
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