Harshita Pawar
Pune
Summary
Results-driven Production Support Engineer with 10+ years of experience in ensuring the stability and uptime of mission-critical financial applications. Specialized in L2/L3 support for global payment networks and retail & corporate banking application. Expert in Incident Management, Root Cause Analysis (RCA), and proactive monitoring using Splunk and SQL. Proven track record of reducing system downtime and managing complex cloud-based architectures (Azure/AWS).
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Senior Production Support Engineer
Mastercard
Pune
02.2023 - Current
- High-Availability Support: Lead production support for global payment authorization flows, maintaining 99.99% system availability across hybrid cloud environments (Azure/AWS).
- Incident Resolution: Spearhead real-time troubleshooting of transaction failures using Splunk for log correlation and SQL for database integrity checks.
- Proactive Monitoring: Designed and implemented Splunk dashboards to alert on payment anomalies
- Collaborated with cross-functional teams to enhance system performance.
- Documented processes and procedures for knowledge sharing within the team.
- Release Management: Manage production deployments via Jenkins pipelines, ensuring zero-impact updates to live payment clearing services.
- Knowledge Leadership: Facilitated "Post-Mortem" reviews and documented RCA findings to prevent recurrence of high-severity (Sev1/Sev2) incidents.
IT Analyst
Tata Consultancy Services
Pune
10.2015 - 01.2023
- L2 Banking Support: Provided dedicated L2 support for the German retail banking sector and corporate banking application ensuring daily system health checks and "Start of Day" readiness.
- Ticketing & SLAs: Managed high volumes of user queries and technical failures via BMC Remedy, consistently exceeding SLA targets for incident resolution.
- Knowledge Transfer: Successfully led the transition and handover of new banking modules, creating standard operating procedures (SOPs) for the support team.
- Platform Migration Support: Managed production stability during the migration to a microservices-based platform; coordinated between stakeholders and dev teams to resolve onboarding bottlenecks.
Education
Bachelor of Technology - Computer Science
Gitam University
Visakhapatnam 01.2011 - 04.2015
Skills
- Production Support: Incident, Problem, & Change Management (ITIL), SLA Adherence, On-call Support
- Technical Troubleshooting: SQL/PostgreSQL Forensics, Splunk Log Analysis, Unix/Linux Shell Scripting
- Cloud & Middleware: Azure/AWS Environment Support, PCF, Jenkins, REST API Diagnostics
- Banking Domain: Payment Authorization & Clearing, Corporate Banking, Transaction Integrity
- Technical Skills
- Monitoring Tools: Splunk, CloudWatch
- Databases: PostgreSQL, Oracle, SQL Server
- Tools: BMC Remedy, ServiceNow, Jenkins, Bitbucket, XLR
- Infrastructure: Unix/Linux, Shell Scripting, Azure VMs, AWS EC2
Timeline
Senior Production Support Engineer
Mastercard
02.2023 - Current
IT Analyst
Tata Consultancy Services
10.2015 - 01.2023
Bachelor of Technology - Computer Science
Gitam University
01.2011 - 04.2015