Rachana M S

Supported a global SaaS gaming platform (enterprise B2B product) with 100+ APIs and customer-facing interfaces, ensuring stability, compliance, and performance.

• Delivered L2/L3 support handling 50+ high-priority tickets/month, ensuring >99% SLA compliance.
• Led RCA initiatives that reduced repeat incidents by 25%, improving customer satisfaction and platform reliability.
• Optimized MS SQL Server queries, improving query performance of key business workflows by 30%, directly reducing transaction failures.
• Partnered with developers to deliver hotfixes and patches, cutting downtime by 40%.
• Proactively monitored APIs and systems via Prometheus & CloudWatch, preventing 15+ potential outages before customer impact.
• Authored 40+ knowledge base articles, enabling faster ticket resolution for L1 teams and reducing escalations.
• Resolved front-end API bottlenecks, reducing customer transaction response times by 20%.

Provided advanced support for cloud-hosted enterprise banking SaaS applications used by large financial institutions. Focused on ensuring API reliability, transaction accuracy, and compliance with SLA commitments.

• Delivered L2 support for B2B banking products, ensuring uninterrupted customer transactions and compliance with security standards.
• Diagnosed and resolved REST API failures impacting payment processing and account services, reducing incident volume by 35%.
• Automated SQL- and Python-based reporting tools to analyze transaction failures and support trends, reducing manual effort by 40%.
• Worked closely with product and engineering teams to escalate recurring issues, driving 3 feature enhancements that improved customer transaction success rates.
• Maintained 100% SLA adherence on critical incident tickets by ensuring rapid triage, root cause identification, and timely resolution.
• Partnered with cross-functional teams to improve data integrity in banking transactions, enhancing trust and reliability for enterprise clients.