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Accomplished IT professional with expertise in L2 Technical Support, IT Infrastructure Management, and Systems Administration. Proficient in managing Windows Server and Linux environments, optimising server performance, and ensuring robust network connectivity using Cisco, Fortinet, and Aruba technologies. Skilled in Information Security & Compliance, adept at handling confidential data and conducting security incident investigations. Experienced in utilising monitoring tools like SCOM and ELK Stack for cyber threat detection and prevention. Committed to integrating emerging technologies such as AI for workflow optimisation to enhance operational efficiency.

Production Support Analyst with 3+ years of experience maintaining and enhancing critical systems to ensure optimal performance and uptime. Skilled in incident management, root cause analysis, and implementing effective solutions to minimize disruptions and meet SLAs. Proven track record in providing technical support, collaborating with cross-functional teams, and driving continuous improvement initiatives in production environments.

Pursued BCA Computers with 7 Years experience in IT industry as Senior Support engineer in various fields. Worked in different internal & Client application for its support and connected
with stakeholders on their demands and requirements.

Roles & Responsibilities:

  Creating inspiring team environment with an open communication culture.
  Set clear team goals & Delegate tasks and set deadlines.
Involved in implementing process improvements and driving operational efficiencies.
  Trained & mentor team members on process methodologies and best practices.
  Monitoring and analyzing KPI to measure process performance and identify opportunities for enhancement.
  Handling as a subject matter expert on process management &provide guidance to senior leadership on strategic initiatives.
  Communicating on process changes and updates to relevant stakeholders and ensure smooth transition & adoption.
  Proven work experience as a supervisor.
  In-depth knowledge of performance metrics & SLA.
  Planning team shift timing & adjusting their leaves.
  Dynamic L2 Product Support Engineer with a proven track record at Freespace, excelling in problem management and customer support.
  Enhanced client satisfaction through effective incident resolution and technical assistance.
  Proficient in JIRA and service desk operations, while fostering team collaboration and continuous improvement initiatives.


IT Professional with 3 years of experience, including 2 years in production and UAT support (L2) for Node.js and Express REST APIs. Skilled in API troubleshooting and testing using Postman. Experienced in managing Docker containers for deploying and maintaining application environments. Additionally, 1 year of experience in Linux system support, including server maintenance, patching using BigFix, and automation with Ansible. Proficient in business report retrieval with Oracle SQL, ensuring API reliability, system uptime, and seamless operations across production and UAT environments.


  L2 Production Support Engineer with 5+ years of experience supporting large-scale banking, telecom, and healthcare applications in production environments.
  Experienced in monitoring distributed systems, incident management, troubleshooting production issues, and ensuring application reliability.
  Skilled in Linux troubleshooting, observability tools (Grafana, Splunk, Dynatrace), AWS cloud services, job scheduling (Control-M), and deployment support.
  Strong experience working with cross-functional teams during P1/P2 incidents and improving system reliability through proactive monitoring and automation.


Gourav Chauhan

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L2 Product Support Engineer

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Bachelor of Engineering - Computer Science

PUC - Science

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L2 Product Support Engineer

PUC - Science

Bachelor of Engineering - Computer Science

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