Ashokkumar Rudrakshala

🎯 Application Support & Incident Management Leader with 15+ years of success in delivering high-impact technical support, IT operations, and service assurance across Telecom, SaaS, and Financial domains. 🔧 Experienced in managing global teams, handling P1/P2 incidents, implementing ITIL best practices, and leveraging cloud platforms (Azure & AWS) to ensure application reliability and availability. 🛠️ Skilled in: Incident, Problem & Change Management (ITIL v4) Application Support (L1/L2/L3) Cloud Monitoring & Alerting (Azure App Insights, Dynatrace, Grafana, Nagios) Tools: ServiceNow, Jira, Freshservice, Azure DevOps Root Cause Analysis (RCA), Escalation Handling, Dashboards & Reporting 🌍 Proven ability to lead 24/7 support teams, coordinate with cross-regional stakeholders, and drive continuous service improvement (CSI). 📈 Key Achievements: Reduced MTTR by up to 40% through real-time monitoring and SOPs Successfully transitioned multiple support systems (e.g., MS Dynamics to Freshdesk) Improved SLA compliance and customer satisfaction through structured knowledge sharing 👀 Currently exploring Application Support Manager or Incident Manager roles in APA/EMA regions (Singapore, UAE, Germany, UK, Netherlands, etc.)