Arshita Choudhary
Gurugram
Summary
Dynamic IT Operations leader with 9+ years of experience, including 5+ years specializing in major incident management. Proven track record of driving rapid resolution of critical outages, coordinating cross-functional teams under pressure, and ensuring clear stakeholder communication. Strong ITIL foundation, adept with ITSM tools, and technically versatile across infrastructure, cloud, and application environments. Recognized for decisive leadership, process improvement, and delivering minimal business impact during high-severity incidents.
Overview
9
9
years of professional experience
Work History
Operations Analyst
Expedia Group
Gurugram
10.2023 - 05.2026
- Implemented GCP observability solutions using Cloud Monitoring, Cloud Logging, and Cloud Trace to improve application visibility and reduce incident resolution time.
- Designed and maintained monitoring dashboards, alerting policies, and SLO/SLI metrics for production workloads on GCP.
- Ensured high availability, scalability, and performance of a large-scale travel platform running on cloud infrastructure (AWS/GCP) and a microservices architecture.
- DevOps Engineer with hands-on experience managing Kubernetes clusters in production environments.
- Skilled in CI/CD automation, alerting and incident management workflows, enhancing system reliability and operational efficiency.
- Proactively identified recurring (chronic) issues impacting business-critical services; conducted detailed Root Cause Analysis (RCA), and implemented long-term fixes.
- Reduced Mean Time to Detection (MTTD) and Mean Time to Resolution (MTTR) by enhancing observability, alerting frameworks- PagerDuty, and incident response processes- ServiceNow & JIRA.
- Leveraged monitoring and observability tools such as Datadog, Catchpoint, Quantum Metric, Haystack, and Real User Monitoring (RUM) to analyse system performance and user experience.
- Correlated logs, metrics, and distributed traces across microservices to troubleshoot latency issues, API failures, and service degradation.
- Supported cloud-native applications using AWS/GCP services (compute, networking, storage), and ensured reliability across environments.
- Analyzed end-to-end customer journeys to detect transaction failures, booking issues, and frontend/backend performance bottlenecks.
- Collaborated with engineering, DevOps, and product stakeholders to resolve high-impact incidents and improve system resilience.
- Strengthened platform stability through proactive problem management, trend analysis, and continuous reliability improvements.
- Contributed to automation, runbooks, and operational tooling to reduce manual effort and improve response efficiency through Tableau data representation and Confluence documentation.
- Skilled in initiating and driving technical bridge calls across Infrastructure, Application, and Network teams; proven ability to engage SMEs and escalate effectively.
- Excellent stakeholder communication during high-pressure incidents; adept at issuing timely notifications, concise status reports, and clear updates across technical and business teams.
- Strong knowledge of ITIL Incident & Problem Management; ITIL Foundation certified. Experienced in identifying process gaps and implementing improvements.
- Familiar with ITSM tools (ServiceNow, Jira), monitoring platforms, and log analysis. Working knowledge of Windows/Linux OS, networking fundamentals, AWS, Azure, and cloud environments.
System Analyst
Tata Consultancy Services
Gurugram
04.2021 - 10.2023
- Monitor user support in application usage
- Adhere the SLA’s of incident resolutions
- Proactive monitoring and handling of job/process failures and other system incidents through monitoring tools as Appdynamics, Splunk and ILK
- Investigate any data quality related issues
- Managing database connectivity and lag monitoring(extract and replicate lag)
- Worked on database abend and AWR reporting
- Identify the root cause of the problem in the system
- Engaging teams to triage the root cause and work with multiple teams simultaneously to resolve the issue
- Work on critical cases such as Site Alert, Yellow Alert and Red Alert
- Familiarize with the applications/business process and production environment
- Own incidents management/problem management etc
- Analyze incidents for performance improvement opportunities
- Automate and implement standard processes
- Interact with the user/customers for tickets related to requests and incident logged by the users to resolve them within the SLA’s and to user/customer satisfaction
- Ensure that escalation is done and followed up on time
- Proactively managed response to investigate and resolve system issues.
Escalation Engineer(SQL Support)
Garg Data Information (Birchstreet Systems)
12.2020 - 04.2021
- Collaborated with customers, development engineers, and Customer Success teams to resolve complex technical issues
- Managed high-impact customer escalations and drove end-to-end issue resolution
- Provided technical feedback to engineering on product improvements, bugs, and reliability enhancements
- Partnered with development teams to enhance product features based on customer insights
- Conducted escalation analysis using data to drive platform and tooling improvements
- Performed advanced problem analysis and independently resolved moderate to high complexity issues
- Led cross-functional meetings with developers, QA, and customer service teams for issue resolution
- Developed tests, tools, and diagnostic procedures for product support teams
- Created detailed documentation and post-mortem reports; tracked issues in JIRA
- Delivered excellent customer support in high-pressure environments, handling complex scenarios effectively
Subject Matter Expert- Application Support Specialist(SQL Support)
Garg Data Information (Birchstreet Systems)
04.2018 - 11.2020
- Perform analysis and implement various applications and provide support to Platform Technology department and other business units.
- Extensive work reporting, modification & creation of DB queries.
- Developed the SQL queries, Stored Procedures, Functions, View etc.
- Code Review and Query Optimization.
- Creation of system change requests for getting new changes incorporated.
- System support help desk (JIRA) Management for International Clients for different time zones.
- SQL reporting using built-in tools.
- Gathering reports and writing queries to extract data from the Database(SELECT, UPDATE, DELETE)
- Maintaining Data Warehouse for our process using SQL.
- Strong ability to Manipulating data and resolving issues in SQL by performing SQL commands like DML/DDL, SQL procedures and database values.
- Code review and query optimization.
- Initiate testing UAT and resolving the issue before making live the product.
Business Analyst
Aircel
Gurugram
11.2017 - 03.2018
- Developed SQL queries, stored procedures, views, and database objects based on campaign criteria
- Created targeted marketing campaigns through customer segmentation aligned with business needs
- Conducted UAT, identified defects, and resolved issues before production deployment
- Prepared technical and functional documentation as per business requirements
- Performed data filtration and analysis to support business decisions
- Gathered and analyzed requirements from business stakeholders
- Maintained daily MS Excel reports on circle-wise revenue generated by the ACM team
- Provided production support and ensured timely resolution of application issues
- Converted functional requirements into detailed technical documentation following standards
Education
Bachelor Of Technology - Information Technology
Shri Ramswaroop Memorial College of Engineering and Management
Lucknow, U.P01.2017
12th -
Little Flower School
Gorakhpur, U.P01.2013
10th -
Little Flower School
Gorakhpur, U.P01.2011
Skills
- Site Reliability
- Incidents, RCA & Escalations
- Cloud infrastructure management
- Technical documentation
- Technical reporting
- Data Vishualization- Tableau
- Bug Identification- Splunk
- Monitoring Tool- Catchpoint, Datadog, Haystack, Quantum Metrics
- ServiceNow, JIRA, Rally
- Data Mining & Exploration
- SQL database
- Eclipse Software
- Appdynamics
- Splunk
- Fundamentals of C language
- Core Java
- My SQL
- SQL SERVER
- Oracle Database
- MS Excel
- Java Script
Professional Development
- Cetpa Infotech Private Limited, Advanced Java, Lucknow, Uttar Pradesh
- Precursor Info Solutions, Core Java
- National Institute of Computer Technology, ADO.NET
Training
- ONLINE EXAMINATION, 2016-07 to 2016-08, A website made on advance java that allows facilities to create their own tests, enabling educational institutes to perform tests, quizzes, and create feedback forms.
- V-SMS, 2015-09 to 2017-04, The project was developed to run on devices supporting desktop applications, providing quality automobile service at doorstep.
Timeline
Operations Analyst
Expedia Group
10.2023 - 05.2026
System Analyst
Tata Consultancy Services
04.2021 - 10.2023
Escalation Engineer(SQL Support)
Garg Data Information (Birchstreet Systems)
12.2020 - 04.2021
Subject Matter Expert- Application Support Specialist(SQL Support)
Garg Data Information (Birchstreet Systems)
04.2018 - 11.2020
Business Analyst
Aircel
11.2017 - 03.2018
Bachelor Of Technology - Information Technology
Shri Ramswaroop Memorial College of Engineering and Management
12th -
Little Flower School
10th -
Little Flower School