Sai DURGA GOLLA
Bangalore
Summary
Application and production support engineer with 3.5 years of experience in banking and support domains. Proficient in SQL, PL/SQL, Unix shell scripting, and AWS for scalable solutions and data management. Expertise in Python for data transformation and automation, with a strong focus on problem-solving and technical assistance. Resourceful senior support analyst recognized for high productivity, system troubleshooting, and effective end-user support.
Overview
4
4
years of professional experience
Work History
Senior Support Analyst
QUESS Corp Ltd
Bangalore
04.2025 - 12.2025
- Ensured 24/7 application stability and system availability by proactively monitoring backend services, applications, and servers.
- Monitored system performance and managed batch jobs to ensure successful execution and data consistency, developing a ticket management system that streamlined issue tracking and resolution for users.
- Validated application data using SQL to ensure report accuracy, and analyzed application logs to identify and troubleshoot system errors, ensuring quick resolution and smooth data flow across integrated systems.
- Analyzed and optimized slow-running SQL queries to improve system performance.
- Collaborated with users, development, network, and business teams to troubleshoot issues and ensure effective communication.
- Supported release and deployment activities, including pre-deployment validation, configuration changes, and post-deployment verification.
- Participated in severity/critical incident calls, coordinating with multiple stakeholders to accelerate resolution times for critical incidents.
- Conducted Root Cause Analysis (RCA) for recurring issues and implemented preventive measures.
- Identified defects in new builds and escalated with detailed analysis for permanent fixes.
- Created and maintained SOPs and technical documentation to enhance knowledge sharing and facilitate quicker resolution of user issues.
- Contributed to weekly review meetings, sharing insights on incidents, system performance, and improvement opportunities.
- Ensured strict SLA compliance and prepared incident and system health reports for stakeholders.
- Monitored and supported AWS cloud infrastructure (CloudWatch, EC2, S3, RDS) and resolved alerts proactively.
- Automated repetitive tasks using Shell scripting and Python, improving operational efficiency.
- Managed application certificate renewals, including expiry tracking, coordination with security teams, and updates across environments.
- Provided production support for insurance applications including RegSite, UMS, and GUP, managing user registration, access provisioning, and bond processing workflows.
Support Engineer
Morgan Stanley
Bangalore
01.2022 - 03.2025
- Provided production support for Foreign Exchange Prime Brokerage (FXPB) applications, ensuring smooth processing of high-volume FX trades for institutional clients.
- Resolved incidents and service requests using Jira and ServiceNow, achieving timely resolutions within SLA timelines to enhance user satisfaction.
- Resolved technical issues based on priority to minimize downtime.
- Actively monitored the end-to-end trade lifecycle, including trade capture, validation, reconciliation, and settlement processes, to maintain data accuracy and system reliability.
- Participated in 24/7 support operations, addressing issues to ensure compliance with SLA requirements.
- Troubleshooting on Linux as well as Windows Flavours OS and Daily Health Checks of Servers.
- Closed support tickets within SLA timelines, actively monitoring SLA compliance to ensure service quality.
- Monitored job executions and implemented corrective actions in response to failures.
- Experience with AUTOSYS job management for scheduling, monitoring, and reporting.
- Monitoring and scheduling jobs via AUTOSYS.
- Executed monthly and weekly tasks, validating data accuracy through established reports.
- Customizing the tasks according to customers' requirements using Shell scripting, and implementing and automating the shell script as per the requirements.
- Optimized SQL queries to improve database performance and efficiency.
- Created indexes on table columns to optimize query performance based on cardinality.
- Escalated complex issues to the specialized support team when significant changes were needed.
- Perform health checks of production servers, and escalate to the appropriate infrastructure team to recover them.
- Executed application release, disaster recovery, and weekly/monthly patching activities.
- Troubleshot and resolved company-wide technical issues, contributing to uninterrupted operations across departments.
- Acquired a solid understanding of ITIL concepts for effective IT service management.
Education
Bachelor of Commerce (B. Com) -
Andhra University, BVK College
Visakhapatnam, Andhra Pradesh03-2017
Skills
- SQL Server and Database Management
- Incident management
- Application monitoring
- Root cause analysis
- Time management
- System administration
- Escalation management
- Unix and Linux systems
- Shell scripting
- Jira project management
- AWS services (EC2, S3, CloudWatch)
- Python programming
- ServiceNow administration
- Autosys job scheduling
- ITIL framework
Timeline
Senior Support Analyst
QUESS Corp Ltd
04.2025 - 12.2025
Support Engineer
Morgan Stanley
01.2022 - 03.2025
Bachelor of Commerce (B. Com) -
Andhra University, BVK College