Summary
Overview
Work History
Education
Skills
Projects
Languages
Certification
Timeline
Generic

Jayaraj Shetty

Bengaluru

Summary

Experienced Application Support Professional with 11+ years in enterprise applications, API support, and incident management. Strong expertise in troubleshooting REST APIs, handling production issues, and improving system reliability. Hands-on experience with Python-based applications, monitoring tools, and collaboration with DevOps and engineering teams. Strategic leader in Application Support, specialising in fostering cross-functional collaboration to optimise service delivery. Implements monitoring tools to enhance application performance and streamline incident management processes. Cultivates strong relationships with engineering teams to drive continuous improvement in system reliability.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Manager, Enterprise Web-Apps Product Support

RWS Group
01.2021 - Current
  • Lead production support for enterprise web applications and APIs, ensuring uptime and SLA compliance.
  • Troubleshoot API issues, perform root cause analysis, and drive resolution.
  • Collaborate with Ops and engineering teams on deployments, and fixes.
  • Monitor application performance using logging and monitoring tools.

Senior Support Engineer

SDL
01.2020 - 01.2021
  • Supported APIs, databases, and application logic in production environments.
  • Diagnosed integration issues and performance bottlenecks.
  • Worked with development teams on bug fixes and enhancements.

Senior Associate Support Engineer

SDL
01.2017 - 01.2020
  • Supported APIs, databases, and application logic in production environments.
  • Diagnosed integration issues and performance bottlenecks.
  • Worked with development teams on bug fixes and enhancements.

Service Delivery Consultant

Tangoe
01.2016 - 01.2017
  • Supported web applications and release management activities.
  • Automated manual tasks to improve team productivity.

System Engineer

Pramati Technologies
01.2014 - 01.2016
  • Provided application production support and resolved technical issues.
  • Conducted root cause analysis and worked with development teams on fixes.
  • Wrote SQL queries for reporting and troubleshooting.
  • Facilitated seamless migration of data across different platforms, ensuring data integrity and accessibility.

Associate System Engineer

Pramati Technologies
01.2013 - 01.2014
  • Provided application production support and resolved technical issues.
  • Conducted root cause analysis and worked with development teams on fixes.
  • Wrote SQL queries for reporting and troubleshooting.

Education

Bachelor of Engineering - Computer Science

Visvesvaraya Technological University
Udupi
01-2013

PUC - Science

Viveka P.U College

Skills

  • Python
  • REST APIs
  • Microservices
  • Graylog, Dynatrace, Graphana
  • SQL
  • ServiceNow
  • Jira

Projects

  • Developed a web application using Python and Node.js to track support cases and calculate health scores based on various KPIs. Provides account-level insights to measure performance and overall support effectiveness. Backend powered by MS SQL Server.
  • IQI Tracker, Built a web application to track and perform sample case evaluations for quality assessment and customer engagement metrics. Integrated AI and RAG-based analysis to automate insights generation, replacing manual evaluation processes. Implemented using Python and PostgreSQL.
  • Transition Tracker, Developing an application to track accounts transitioning from legacy products to new platforms. Enables transition and sales teams to monitor progress, identify gaps, and improve transition efficiency., Ongoing

Languages

English
Advanced
C1
Hindi
Advanced
C1

Certification

  • ITIL V4 from Peoplecert

Timeline

Manager, Enterprise Web-Apps Product Support

RWS Group
01.2021 - Current

Senior Support Engineer

SDL
01.2020 - 01.2021

Senior Associate Support Engineer

SDL
01.2017 - 01.2020

Service Delivery Consultant

Tangoe
01.2016 - 01.2017

System Engineer

Pramati Technologies
01.2014 - 01.2016

Associate System Engineer

Pramati Technologies
01.2013 - 01.2014

Bachelor of Engineering - Computer Science

Visvesvaraya Technological University

PUC - Science

Viveka P.U College

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Jayaraj Shetty