Irfan basha Shaik

Project: Banking Domain (First Citizens Bank)

Provided L2/L3 production support for core banking applications, ensuring uninterrupted functioning of NEFT, IMPS, RTGS transfers, customer account services, and transaction APIs.
Participated in daily stand-up calls, giving progress updates on incident resolution, monitoring alerts, and assigned tasks.
Monitored application health through Grafana, Kibana, and AppDynamics dashboards:
Grafana → Response time, CPU, memory, uptime, and system performance metrics.
Kibana → Application log analysis for errors and root cause identification.
AppDynamics → End-to-end transaction monitoring and performance bottlenecks.
Proactively monitored and resolved alerts related to CPU utilization, memory usage, disk space, and API error rates.
Performed application and server troubleshooting in Linux-based environments, including log analysis, process health checks, and server availability validation.
Investigated Kubernetes pod failures (CrashLoopBackOff), restored service availability, and implemented monitoring enhancements.
Diagnosed and resolved SQL blocking and deadlock issues in MS SQL Server by analyzing query performance and coordinating with DBAs for optimizations.
Validated post-resolution system stability and SLA compliance using Postman API testing.
Worked on ServiceNow for incident, problem, and change management in production environments.
Used Jira for bug/issue tracking, ticket assignment to developers, and progress tracking of production defects.
Maintained SOPs, runbooks, and RCA documentation in Confluence for knowledge sharing and operational readiness.
Collaborated with the DBA, DevOps, and Development teams to drive long-term fixes and performance improvements.

Project: Consumer & Community Banking (ATM Reconciliation Services)

• Reconciled ATM cash balances by comparing audit data with core banking system reports to ensure accurate settlement of ATM cash replenishments and withdrawals.
• Identified cash shortages or overages post-audit, and performed root cause analysis through tools and transaction logs.
• Investigated customer-impacting issues, such as failed ATM transactions, double debits, or missing credits, using internal systems and reconciliation tools.
• Performed adjustments and offsetting entries in the system to correct mismatched or pending transactions after verification and approval.
• Conducted escheatment research and dispute analysis to trace financial mismatches, ensuring customer funds were correctly accounted for.
• Coordinated with audit teams, vendors, and internal stakeholders during weekly and monthly audits to maintain compliance and reporting standards.
• Generated reconciliation and exception reports for management review, ensuring accurate financial reporting.
• Supported internal quality checks and ensured adherence to compliance policies and SLA timelines.