Praveen Immanual

I'm Praveen Immanual, a Production Support Engineer based in Chennai with over 4 years of hands-on experience in IT operations, incident management, and system monitoring. In my current role at Freshworks Technology, deployed at JLL, I work as a Production Support Analyst where I monitor real-time operational systems, manage high-priority incident escalations, and perform root cause analysis for recurring failures. I work extensively with tools like ServiceNow, Jira, Dynatrace, PuTTY, and WinSCP, and I'm comfortable navigating Linux/Unix environments, writing Shell scripts, and working with Oracle SQL and MySQL for log analysis and data queries. On the L2 side specifically, I bring strong experience in structured incident resolution workflows — triaging issues beyond the L1 scope, coordinating with vendors and internal teams, and ensuring SLA adherence. I also maintain MIS dashboards with KPIs like resolution time, incident counts, and utilization trends, which helps in proactive monitoring rather than reactive firefighting. I follow ITIL methodologies and have hands-on experience with scheduling tools like Autosys and Crontab, along with secure file transfer protocols such as SCP and SFTP — which are critical in production environments. I was also recognized with the Best Employee Award at JLL for operational excellence, which reflects my commitment to service reliability and process improvement. I'm now looking to step into a dedicated L2 role where I can deepen my technical troubleshooting skills, contribute to faster resolution cycles, and grow toward L3 ownership."