Senior Technical Support Engineer

Sunny Bhatia

15+ years across enterprise software, cloud platforms & performance engineering

Sydney, NSW, Australia LinkedIn ↗ almostsunny.com ↗

Available for new opportunities

Profile

Senior Technical Support Engineer with 15+ years of experience across enterprise software, cloud platforms, and mission-critical application support. Currently at ServiceNow, delivering L2/L3 support with a focus on performance engineering, incident management, and root cause analysis. Proven track record leading cross-functional teams, driving change management, and consistently exceeding SLA targets. Actively leverages AI tools — including generative AI workflows and custom tooling — to accelerate case resolution, improve team productivity, and build side projects that demonstrate hands-on technical curiosity.

Core Competencies

Technical & Application Support (L2/L3) Incident, Problem & Change Management ServiceNow Platform & ITSM SLA & Service Level Management Performance Engineering & Monitoring Root Cause Analysis & Diagnostics Team Leadership & Mentoring Cross-functional Collaboration AI-Assisted Workflow Automation Process Development & Improvement SAP ERP & Plant Maintenance Agile & Waterfall Methodologies

AI & Innovation

🌤 almostsunny.com

Personal Tech & Opinion Website

Built and maintains a self-hosted WordPress website covering technology, wallpapers, and opinion writing. Leverages AI-assisted content workflows, custom wallpaper generation tools using generative AI pipelines, and Cloudflare DNS management.

🛍 SheetsAndVibes

AI-Powered Print-on-Demand Etsy Shop

Pivoting an Etsy storefront to a print-on-demand wall art business using AI image generation tools and fulfilment platforms. Manages product design, brand strategy, and shop SEO — showcasing practical application of AI creative tools in a real commercial context.

⚡ Ruckus UI

Internal Team Productivity Tool

Designed and shipped a custom AI-powered dashboard for the ServiceNow support team, consolidating case intelligence and team workflows into a single interface. Reduced context-switching overhead and demonstrated ability to translate engineer pain-points into working tooling.

🤖 AI-Augmented Case Resolution

ServiceNow — Daily Workflow

Actively integrates generative AI tools (Claude, Copilot) into daily incident triage and root cause analysis workflows. Uses AI to accelerate log interpretation, draft communications, surface KB matches, and identify patterns across related cases.

Experience

Senior Technical Support Engineer

ServiceNow

Sydney, NSW, Australia

April 2023 — Present

Integral member of the Performance Engineering Team; triaging and resolving complex L2/L3 incidents across customer instances, consistently meeting and exceeding SLA commitments.
Drive end-to-end change management initiatives — planning, peer review, testing, and post-implementation validation across multiple ServiceNow instances — ensuring zero unplanned downtime.
Facilitate structured customer communications at all incident stages: confirming scope, delivering interim updates, and presenting detailed root cause analyses that strengthen client trust.
Collaborate with engineering, product, and support teams across APAC, EMEA, and Americas to ensure seamless case handovers and consistent global service quality.
Utilise AI tools (generative AI, Dynatrace, Kibana, Grafana, Instana) to accelerate log analysis, pattern detection, and resolution — reducing MTTR for high-severity performance cases.
Mentors junior TSEs, conducts knowledge-sharing sessions, and contributes to internal runbooks and KB articles to drive team capability uplift.

Application Support Supervisor

Hamburg Süd (Maersk Logistics)

Sydney, NSW, Australia

February 2017 — March 2023

Led and supervised a team of 10 L2 application support analysts, overseeing performance reviews, recruitment, onboarding, and cross-regional handover calls.
Managed incident, service request, and problem resolution lifecycle for the Globe HSD shipping application across all Sydney business-hours operations.
Developed and maintained application support frameworks, incident management processes, and SOP documentation to drive measurable improvement in service quality.
Acted as Service Owner Coordinator for multiple shipping modules, liaising with external vendors and internal stakeholders to ensure timely resolution of escalated issues.
Applied problem prevention methodologies — root cause analysis, trend monitoring, and proactive alerting — resulting in sustained improvements to application uptime.

⭐ Two-time recipient — Star Award for Performance

Senior Associate Consultant — SAP Application Support

Infosys Limited

Chandigarh, India · Client: Novartis Pharmaceuticals, Switzerland

April 2014 — August 2016

Delivered functional SAP PM application support, resolving incidents and enhancements within agreed SLAs for a global pharmaceutical enterprise client.
Led FTP-to-SFTP remediation project: migrated SAP interfaces to secure SFTP-enabled servers, eliminating legacy security vulnerabilities across critical integration points.
Member of the Centre of Excellence (CoE) team, providing functional consulting and business process improvement advisory alongside standard support activities.

🏆 Young Achievers Award for Excellence — Infosys

Senior Systems Engineer — Banking Application Support & Development

Infosys Limited

Chandigarh, India · Client: DBS Bank, Singapore

August 2009 — March 2014

Performed requirements gathering, impact analysis, high-level design, and custom code development using JavaScript, Java, JSP, PL/SQL, HTML, UNIX scripting, and Finacle proprietary scripting.
Developed and enhanced Finacle CORE menus, fields, and tabs; built custom APIs and enhancements within Finacle Integrator for third-party integrations.
Supported Go-Live activities, production issue response, and post-deployment stabilisation across SIT, UAT, and Regression phases.

Education

Bachelor of Engineering — Computer Science & Engineering

PEC University of Technology, Chandigarh, India

CGPA 9.37 / 10 with Honours

Microsoft Certified: Exam 70-480

Programming in HTML5 with JavaScript and CSS3

Technical Skills

Platforms & Applications

ServiceNow (ITSM / Performance Engineering) · SAP ERP / PM · Finacle 10.x Core Banking · Globe HSD Shipping

Monitoring & Observability

Dynatrace · Grafana · Instana · Kibana · iReport

AI & Automation Tools

Generative AI (Claude, Copilot) · AI-assisted workflow automation · Custom tooling for case intelligence

Programming & Scripting

JavaScript · Java · JSP · PL/SQL · Oracle SQL · HTML · XML · JSON · EDIFACT · C · C++ · UNIX Shell Scripting

Database & Dev Tools

Oracle · PL/SQL Developer · TOAD · Android

Methodologies & OS

SIT · UAT · Regression Testing · Agile · Waterfall · macOS · Windows · UNIX/Linux