Sarvesh Thakur
Mississauga,ON
Summary
Results-driven L3 Application Support Engineer with six years of experience specializing in CMS platforms, including adobe Experience Manager (AEM), and cookies management. Proven expertise in diagnosing and resolving complex application issues, managing deployments, and ensuring high system availability. Skilled in root cause analysis, performance tuning, and cross-functional collaboration to support both cloud-based and on-premises CMS environments. Adept at creating SOPs, KBAs, and automation scripts to streamline Tier 2 support and reduce incident resolution time. Experienced with tools like ServiceNow, Jira, Splunk, and Datadog for effective incident, change, and problem management.
Overview
5
5
years of professional experience
Work History
L3 Application Engineer
NetEffect
Mississauga, ON
04.2022 - Current
- Provided L3 production support for Adobe Experience Manager (AEM) applications, resolving complex issues related to replication agents, dispatcher cache, and content rendering.
- Analyzed and resolved performance bottlenecks in AEM Publish and Author instances, optimizing heap memory usage, and garbage collection tuning.
- Managed and deployed AEM packages, content fragments, and OSGi bundles across multiple environments using Jenkins and Adobe Cloud Manager.
- Worked with a senior-level team on reported errors and bugs in newly released software, and assisted in the deployment of release fixes on DPE, staging, and QA platforms.
- Troubleshot and fixed CRX repository issues, including node corruption, versioning problems, and JCR query inefficiencies.
- Supported custom servlet and workflow issues by reviewing log files and analyzing AEM error/debug logs using Splunk and Dynatrace.
- Performed root cause analysis (RCA) and created post-mortem reports for high-priority incidents in production AEM environments.
- Extensive experience with Adobe Analytics and Adobe Launch, including configuring and deploying tracking tags, custom events, and data elements using rule-based logic to capture user interactions across web properties.
- Provided L3 support for OneTrust modules, including Data Mapping, DSAR, Vendor Risk, and Cookie Compliance, resolving complex integration and configuration issues across enterprise systems. Conducted root cause analysis, managed platform escalations, and ensured regulatory compliance with GDPR and CCPA through accurate consent and workflow configuration.
- Participated in on-call rotation and incident bridge calls, providing expert AEM insights during high-impact outages and service degradations.
- Created comprehensive Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs) to guide Tier 2 support teams in resolving recurring issues.
- Supported various PwC applications like DPE, Viewpoint, HQ/Valuestore, PwC Intelligence, and CustomerHub platforms.
- Worked extensively with ServiceNow for incident, problem, and change management, ensuring timely resolution, and proper documentation of issues. Utilized Jira to track bugs, manage enhancements, and collaborate with cross-functional teams for continuous improvement of platform stability and performance.
- Supported multi-site and multilingual AEM implementations by managing content structure, language copy workflows, and localization configurations.
IT Operations Analyst
TD Bank
London, ON
03.2021 - 04.2022
- Managing and providing complex process integration by recognizing system interdependencies
- Ensuring proper security levels are established and maintained for processes, user access, data access, and remote access
- Defining and deploying systems/applications to support TD internal clients and Active Directory setup to manage new/existing users.
- Identifying, recommending and implementing system solutions to enhance customer service, availability and cost in support of client needs
- Foreseeing issues and gaps, identifying solutions and work comfortably with applications
- Proactively managing high severity and priority incidents from identification to resolution
- Developed strong communication skills while easily interact with variety of different people and teams by escalating issues/tickets
- Maintaining accurate documentation by delivering and assigning service issues to appropriate team.
Technical Support Specialist
Rogers Communication Inc.
Brampton, ON
08.2020 - 03.2021
- Worked closely with Resolution and Quality Assurance teams to move issues through web process
- Enhanced customer service and soft skills
- Handled multiple customer and their respective accounts in retail environment
- Resolved and tracked incidents with network, servers, PC operating systems, applications, and peripherals in accordance with IT Service Desk procedures.
- Assured timely resolution of customer's issues by triaging and ticketing it.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Technical Support Specialist
Teksavvy Solutions Inc.
Chatham, ON
01.2020 - 04.2020
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Submitted service tickets for equipment maintenance and replacement requests.
- Practiced solving issues with Windows-based, Linux,Mac based OS remotely and polished DNS, DHCP,networks and security working by troubleshooting small home network
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Recorded and maintained relevant notes for each client and work order.
Education
Post Graduate Diploma - Cyber Infrastructure Specialist
Lambton College of Applied Arts And Technology
Sarnia, ON, Canada04.2020
Bachelor of Science - Information Technology
University of Mumbai
Mumbai,Maharashtra, India06.2017
Skills
- Windows, Linux and Mac operating systems
- Adobe Experience Manager
- Ticketing system knowledge - Zendesk, Freshservice, JIRA, ServiceNow
- Site management using the automation tool, Selenium
- Language: Python, JavaScript
- One-trust Cookie Setup and Support
- Adobe Analytics, Launch and Google Analytics
- AWS, Active Directory
- Production support
- System maintenance and disaster recovery planning
- Excellent written and verbal technical communication
- Performance optimization and process enhancement
- IT performance report creation
- Sharepoint Managment
- Firewall, DHCP, DNS, routers, switches knowledge
- Workflow improvement and time management
- VMware / Hyper-V environment experience
- Troubleshooting techniques
- Analytical thinking
- Troubleshooting and diagnostics
- Code debugging
- Incident reporting and report preparation
- Software deployment
- Change management
Timeline
L3 Application Engineer
NetEffect
04.2022 - Current
IT Operations Analyst
TD Bank
03.2021 - 04.2022
Technical Support Specialist
Rogers Communication Inc.
08.2020 - 03.2021
Technical Support Specialist
Teksavvy Solutions Inc.
01.2020 - 04.2020
Post Graduate Diploma - Cyber Infrastructure Specialist
Lambton College of Applied Arts And Technology
Bachelor of Science - Information Technology
University of Mumbai
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