Rachana S R

• Managing and resolving application incidents, ensuring timely and effective resolution within defined SLAs. Monitoring application performance, identifying potential issues, and proactively addressing them.
• Investigating the root cause of recurring or complex issues to prevent future occurrences, often collaborating with other teams. Working closely with developers, operations teams, and other stakeholders to improve system reliability and performance and to resolve complex issues.
• Kept project leaders regularly updated with progress, maintaining open, productive communication. Mentored new team members, accelerating their integration and productivity within the team.
• Ability to prioritise and manage multiple incidents effectively, providing excellent customer support throughout the incident lifecycle.
• Creating and maintaining comprehensive documentation for systems, processes, and procedures.

• Analyzing the issues and working towards resolving them, thus proposing a workaround in order to maintain business continuity and ensure minimum business downtime.
• Diligently identifying the critical issues raised and executing effective and efficient actions on prompt basis in a spontaneous manner.
• Providing the end user communication for critical issues like service delays/disruption with ETAs. Performing daily system and application health checks in order to confirm the smooth running of the application.
• Handling user queries related to reports, daily job schedules, database management and providing the solutions within the specifies SLAs.
• Conducting weekly incident and problem management calls with development teams. Providing release management support.
• Ensuring that communication workarounds and communication loop maintenance have been followed till the resolution of the issue followed by completion of the work.
• Gained necessary and relevant experience in Splunk monitoring, and demonstrated good knowledge in Shell scripting to automate and monitor routine tasks in the environment.
• Accurately updating and maintaining technical documentation, product specifications and technical training materials and submitting on demand.

• Deftly analyzed the production issues for determining the root cause and suggested valuable fix recommendations to the development team.
• Worked in close collaboration with the other team members in the activities and tasks related to the troubleshooting and debugging.
• Actively participated with clients in discussion meetings. Maintained the flow of continuous improvement and quality assurance tasks.
• Facilitated L1 (first-level) support, L3 (third level) development teams in accordance with other relevant teams to coordinate incident response and problem resolution.
• Inspected areas of system performance for improvement and implemented solutions to enhance application responsiveness and scalability.
• Initiated in-depth post-incident analysis for understanding the underlying causes of issues and proposing preventive measures.
• Contributed and worked towards strengthening the mission established by the corporate organization.

• Developed software solutions using various programming languages and frameworks.
• Collaborated with cross-functional teams to design and implement new features.
• Conducted code reviews to ensure quality and adherence to best practices.

• Investigated, troubleshot, and triaged complex production software, application, and service issues. Understand and take responsibility for all operational workflows and standard operating procedures. Worked in partnership with the onshore and offshore business and engineering groups in order to manage and streamline daily support tickets.
• Tracked, analysed, and managed until closure. Sought continuous guidance from senior developers in order to gain the relevant and required knowledge, and to understand the process of application development.Identified the errors, bugs, and risks, and resolved them as per the knowledge and on a prompt basis. Prepared technical documents that quote and explain the correct way to use the software in an easy-to-understand manner.

Associate System Engineer (2015-2017): Provided assistance with the identification and resolution of technical issues and system outages. Worked and functioned in adherence to the security protocols and practices to protect the organisation's systems and data.