I am a Production and Application Support Engineer with over two years of experience delivering 24x7 L1 and L2 support for production environments. I specialize in resolving application, infrastructure, network, user-access, and payment-related incidents while meeting SLA commitments.
I use SQL for backend data validation, record lookups, transaction troubleshooting, and root cause analysis. I am experienced in working with Oracle DB, MS SQL, and PostgreSQL to investigate technical and business-impacting issues.
I work confidently in Unix and Linux environments, using command-line utilities to review logs, perform server health checks, manage services, and support system stability. I also troubleshoot API and payment transaction failures in collaboration with integration teams.
I follow ITIL-aligned Incident, Change, and Problem Management practices. I have managed the complete incident lifecycle, including logging, triage, prioritization, escalation, stakeholder communication, resolution, and RCA for P1 through P4 incidents.
I have hands-on experience with monitoring and ticketing platforms including Grafana, ServiceNow, Jira, Kibana, AppDynamics, Freshdesk, and Zendesk. I proactively monitor dashboards and alerts to identify anomalies before they affect customers.
I am a collaborative and customer-focused support professional with strong communication, documentation, escalation handling, and de-escalation skills. I work closely with development, QA, infrastructure, product, and business teams to ensure reliable production operations.
