Work Preference
Summary
Overview
Work History
Education
Skills
Certification
Professional Development
Personal Information
Timeline
Generic
Open To Work

Prasannavathanan Sivaruban

Milton Keynes

Work Preference

Desired Job Title

Senior Application Support Analyst & Zendesk AdministratorApplication Support Analyst Lead

Work Type

Full TimePart TimeContract WorkConsulting

Location Preference

HybridRemote
Location: Milton KeynesLondon, ENG
Open to relocation: Yes

Salary Range

65000/yr - 200000/yr

Important To Me

Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit Sharing4-day work week

Summary

Senior Application Support Analyst with over 10 years of experience supporting enterprise applications across Financial Services, AdTech, SaaS, Digital Marketing and Telecommunications. Experienced in Production Support, Incident Management, Problem Management, Root Cause Analysis (RCA), SQL, Google Cloud Platform (GCP), BigQuery, Zendesk Administration and application monitoring. Skilled at troubleshooting complex production issues, improving support processes and collaborating with Engineering, Product and Customer Success teams to deliver reliable, business-critical applications. ITIL Foundation certified with extensive experience working in Agile and SAFe environments.

Overview

1
1
Certification
8
8
years of professional experience

Work History

Senior Application Support Analyst & Zendesk Administrator

Choreograph Ltd
01.2022 - Current
  • Deliver Level 2/3 production support for business-critical SaaS applications while maintaining SLA compliance.
  • Investigate and resolve application and data issues using SQL, BigQuery and Google Cloud Platform (GCP).
  • Perform Root Cause Analysis and collaborate with Engineering teams to implement permanent solutions.
  • Review GitHub code changes to support production releases and defect investigations.
  • Monitor application performance using Datadog, Grafana, Tableau and Looker Studio.
  • Troubleshoot APIs, browser issues and application behaviour using logs and Developer Tools.
  • Manage incidents and service requests through Zendesk, ensuring timely resolution and customer satisfaction.
  • Improve support processes through workflow automation and operational improvements.
  • Deliver technical training and maintain support documentation for internal teams.
  • Mentor junior analysts and support continuous service improvement initiatives.
  • Zendesk Administrator
  • Administer Zendesk users, permissions, groups and system configuration.
  • Configure triggers, automations, macros, views and SLA policies.
  • Manage integrations between Zendesk and internal business systems.
  • Develop dashboards to monitor ticket trends, KPIs and team performance.
  • Support platform enhancements and maintain Zendesk best practices.

Application Support Analyst Lead

Imagine Communications Ltd
12.2018 - 01.2022
  • Delivered Level 2/3 application support within a SAFe Agile environment.
  • Managed production incidents, software defects and customer escalations.
  • Recreated production issues to perform Root Cause Analysis and validate fixes.
  • Installed and supported IIS applications and REST APIs.
  • Analysed application logs to diagnose technical issues and improve system stability.
  • Collaborated with Development, QA and Product teams throughout the SDLC.
  • Produced technical documentation to improve knowledge sharing and support efficiency.
  • Managed software releases and supported production deployments.
  • Led daily team operations, mentoring analysts and maintaining SLA performance.
  • Communicated incident updates and service improvements to customers and stakeholders.

Education

BSc (Hons) - Information Technology

University of Hertfordshire
01-2015

IT Practitioner - Double Distinction

Luton Sixth Form College
01-2011

Skills

  • Production Support
  • Application Support
  • Incident Management
  • Problem Management
  • Root Cause Analysis
  • Technical Troubleshooting
  • SLA Management
  • Release Support
  • Change Management
  • Zendesk Administration
  • Jira
  • Confluence
  • Salesforce
  • ITIL
  • SQL
  • Google BigQuery
  • Google Cloud Platform
  • Tableau
  • Looker Studio
  • Data Analysis
  • Datadog
  • Grafana
  • Splunk
  • Log Analysis
  • Browser Developer Tools
  • GitHub
  • REST APIs
  • JSON
  • Linux
  • Bash
  • IIS
  • Agile
  • SAFe
  • SDLC
  • Process Improvement
  • Technical Documentation
  • Stakeholder Management
  • Team Leadership

Certification

ITIL Foundation Certification

Professional Development

AI Driven Data Analytics, Skills Arbitrage, 2025-01-01, Present

Personal Information

Title: Senior Application Support Analyst

Timeline

Senior Application Support Analyst & Zendesk Administrator

Choreograph Ltd
01.2022 - Current

Application Support Analyst Lead

Imagine Communications Ltd
12.2018 - 01.2022

IT Practitioner - Double Distinction

Luton Sixth Form College

BSc (Hons) - Information Technology

University of Hertfordshire

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Prasannavathanan Sivaruban