Lakshay Kapoor

•Developed and optimized complex SQL queries for real-time production monitoring, root cause analysis, and data extraction to support operational reporting and performance tracking.

• Monitored and managed critical batch jobs via Control-M, ensuring timely processing of financial transactions, player rewards, and game events.

• Used Service Now (SNOW) for efficient incident tracking, prioritization, and escalation, consistently meeting SLA targets for customer-impacting issues.

• Collaborated with QA, DevOps, and game developers via JIRA to log defects, track bug resolutions, and implement production fixes in agile sprints.

• Monitored system performance dashboards using Grafana and

Dynatrace, identifying anomalies and proactively resolving bottlenecks to enhance application up-time and reliability.

• Used AWS Cloud-watch to monitor logs, metrics, and alarms across cloud services, improving infrastructure visibility and reducing critical incidents by 25%.

• Provided 24x7 operational support for production environments, ensuring high system availability and rapid incident response during outages.

• Managed and troubleshot Apache Tomcat server deployments, identifying configuration and application-level issues to restore service functionality quickly.

• Delivered hands-on technical support for production issues, including deep dives into logs, system metrics, and application behavior to provide detailed RCA (Root Cause Analysis).

TATA Consultancy Services (Production Support) - From June 2017

• Monitor the critical jobs (AUTOSYS // INFORMATICA) and mails for day-to-day production requirements.
• Follow the workaround and runbook for job failure/Long running and if it is out of scope need to take help from L2, L3 and SAP Support.
• Run the Query/Command/Scripts in SQL Developer for the production support.
• Monitor the Job files and FTP/Reports get in path and notification via mail box.
• Access/Termination of User for SAP Callidus Sales, Commission/Workflow and Producer pro.
• Create the Service Now ticket for any failure jobs/Access request and any task related.
• Involved in bridge calls for high priority production issues.
• Perform Deployment activities on every weekend.
• Train and guide new joiners, and make rapport with superiors to gain project information’s.
• Integrating with other teams and getting confirmation from them that respective files or received or not.
• Resolve Service Now tickets which are in queue.
• Working on Expand requests and updating about transaction to respective teams.
• Change requests are performed, whenever changes happen.
• Create and maintain documentation related to project and operations processes,