Edara Pavan Kumar Reddy

• Experienced Application Support Engineer with 4+ years of expertise in managing and supporting critical banking applications, ensuring high availability, reliability, and compliance with SLA and vendor governance policies.

• Currently leading a team of 4 members and acting as the Subject Matter Expert (SME) for six missioncritical applications, ensuring seamless operations and acting as the first point of escalation.

• Hands-on experience with monitoring and automation tools including Control-M, ITRS Geneos, Splunk, StreamSets, and Grafana, using them effectively for job scheduling, monitoring, and alerting.

• Supported application migrations from on-premises to GCP, validating post-migration performance, configurations, and network connectivity for critical services.

• Managed and supported applications deployed on Google Cloud Platform (GCP) including Compute Engine, Cloud Storage, and Cloud SQL, ensuring high availability and optimal performance.

• Performed incident triage, log analysis, and RCA using Stackdriver (Cloud Monitoring & Logging) for production workloads on GCP.

• Strong understanding of ITIL processes including Incident Management, Change Management, Problem Management, and Knowledge Management, ensuring adherence to best practices in all support activities. Regularly prepare and present weekly and monthly reports such as INC and SR quality metrics, KSL analysis, and change review decks for Customer Success Managers (CSMs) and higher management. Actively participate in CAB (Change Advisory Board) calls, Disaster Recovery (DR) drills (4 completed), and internal audits in collaboration with application ISOs to ensure compliance and readiness.

• Delivered expert-level solutions for Tier 2 incidents, ensuring timely resolution in line with SLA commitments by performing root cause analysis, validation, and testing of fixes.

• Provided 24/7 production support for business-critical .NET applications hosted on Windows IIS servers, PCF, and IaaS environments, ensuring maximum uptime and performance.

• Diagnosed and resolved application and service failures by analyzing Windows Event Logs, IIS logs, and Splunk traces, coordinating with development teams for root cause analysis.

• Collaborated with engineering and development teams in an agile environment to implement fixes, enhancements, and process improvements, resulting in streamlined support delivery.

• Collaborated with developers to identify memory leaks, performance bottlenecks, and configuration issues in .NET applications using PerfMon, AppDynamics, and Splunk dashboards.

• Actively engaged with customers during review meetings, providing clear updates on support matters, gathering feedback, and aligning solutions with business requirements.

• Played a key role in integrating applications across environments, ensuring seamless connectivity and reducing downtime during deployments and upgrades.

• Provided L2/L3 production support for critical .NET-based banking and trade processing applications, ensuring 99.9% system uptime across global markets.

• Supported continuous service improvement initiatives by analyzing incident trends, recommending automation opportunities, and implementing monitoring enhancements.

• Ensured a customer-first approach by maintaining a high standard of service quality, resulting in improved customer satisfaction scores and stronger stakeholder relationships.