Sarvesh Thakur
Mississauga,ON
Summary
Results-driven 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
1
1
Certification
Work History
L3 Application Engineer
NetEffect
Mississauga, ON
04.2022 - Current
- Provided L3 production support for Adobe Experience Manager (AEM) and business-critical web applications, ensuring high availability and application stability in a fast-paced environment.
- Troubleshot complex issues involving transactions, content rendering, and dispatcher caching, closely mirroring payment platform workflows.
- Monitored and maintained system health using tools like Splunk, Dynatrace, and AppDynamics, proactively resolving performance and infrastructure issues.
- Collaborated with development and QA teams to validate functionality and deploy release fixes across environments (Dev, QA, Staging, and Prod) using Jenkins and Adobe Cloud Manager.
- Conducted root cause analysis (RCA) and prepared post-mortem documentation for high-severity production incidents; contributed to stability improvements and reduction in recurrence.
- Investigated AEM back-end repository issues including node corruption, versioning conflicts, and inefficient queries, using structured log analysis.
- Gained working experience with Kafka-based logging pipelines and OpenShift containers, participating in environment-level incident handling and infrastructure coordination.
- Supported cookie compliance and consent management tools such as OneTrust, ensuring systems adhered to GDPR/CCPA requirements and secure data flows.
- Created comprehensive SOPs, KBAs, and troubleshooting guides to support Tier 2 teams and reduce resolution time for recurring issues.
- Handled multiple PwC platforms (e.g., DPE, CustomerHub, Valuestore), managing deployments, service requests, and ongoing support via ServiceNow and JIRA.
IT Operations Analyst
TD Bank
London, ON
03.2021 - 04.2022
- Managed complex system interdependencies across critical banking applications, ensuring smooth integration and continuous availability in a production environment.
- Defined, deployed, and supported internal enterprise systems, including Active Directory setups for user provisioning, access management, and process security.
- Proactively monitored and resolved high-severity production incidents, identifying root causes and coordinating with development and infrastructure teams to minimize downtime.
- Recommended and implemented system enhancements to improve application performance, customer experience, and operational efficiency.
- Collaborated with cross-functional teams to escalate and resolve issues, maintaining accurate incident documentation and ensuring timely ticket assignments using ServiceNow.
- Ensured data security and compliance by maintaining appropriate levels of user, process, and remote access controls.Maintaining accurate documentation by delivering and assigning service issues to appropriate team.
Technical Support Specialist
Rogers Communication Inc.
Brampton, ON
08.2020 - 03.2021
- Delivered frontline incident triage and resolution for network, server, and application issues, adhering to IT Service Desk protocols to minimize user impact in a fast-paced support environment.
- Collaborated with Resolution and QA teams to drive timely issue resolution across web-based systems, ensuring adherence to quality and service standards.
- Managed multiple customer accounts simultaneously, maintaining clear communication and technical guidance throughout the incident lifecycle.
- Worked with external vendors to troubleshoot hardware/software issues, ensuring effective escalation and component replacement.
- Logged and tracked incidents accurately in ticketing systems, ensuring proper documentation and knowledge transfer to backline support when needed.
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
- Operating Systems: Windows, Linux, macOS
- Cloud & Infrastructure: AWS, basic Azure, Active Directory, OpenShift
- Application Support: Adobe Experience Manager (AEM), OneTrust, Adobe Analytics, Google Analytics
- Monitoring & Logging: Splunk, AppDynamics, Kibana, ITRS Geneos
- Middleware & Messaging: IBM WebSphere, IBM MQ, Kafka
- Database: Oracle, SQL, MongoDB
- Scripting & Development: Python, JavaScript, Shell scripting, CI/CD (Jenkins), Selenium
- Ticketing & ITSM Tools: ServiceNow, Jira, Zendesk, Freshservice
- Networking Basics: DNS, DHCP, Firewalls, Routers, Switches
- Other Skills: Production support, troubleshooting, RCA, incident/change management, technical documentation, performance optimization
Certification
- Adobe Certified Expert – Adobe Experience Manager Sites Developer
- Splunk Core Certified User
- Microsoft Certified: Azure Fundamentals (AZ-900)
- Jira Fundamentals Certified
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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