Rushikesh Jagade
Application Support and Incident & Problem Management Analyst
Mumbai
Summary
Dynamic IT professional with hands-on experience in Application Support, Incident & Problem Management, and Application Performance Monitoring (APM). Proven ability to lead centralized monitoring teams, resolve critical incidents, and implement process improvements. Adept at leveraging tools such as Dynatrace, AppDynamics, Grafana, and ServiceNow to enhance operational efficiency and system availability.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Deputy Manager in Application Support and ITSM
HDFC BANK LTD
05.2023 - Current
- Led a centralized monitoring team responsible for 24x7 incident detection and resolution across critical banking applications.
- Acquired a solid understanding of application architecture across multi-tier environments including frontend, backend, database, and middleware components.
- Analyzed end-to-end transaction flows for customer-facing applications such as Mobile Banking, NetBanking, UPI, and Core Banking, enabling better monitoring coverage and root cause analysis.
- Utilized Dynatrace, AppDynamics, and Grafana to continuously monitor system and application performance; created real-time dashboards and alerting mechanisms.
- Collaborated with Application and APM Tools teams (e.g., Dynatrace, AppDynamics, Grafana) to optimize real-time monitoring dashboards for better visibility into application performance.
- Proactively identified performance anomalies, outages, and degradation issues; collaborated with application and infrastructure teams to resolve them swiftly.
- Participated in war room sessions to provide monitoring insights during application performance degradation or outages.
- Streamlined ITSM workflows using ServiceNow; ensured compliance with SLAs and accurate incident logging, categorization, and escalation.
- Built internal knowledge base articles and SOPs to reduce Mean Time to Resolution (MTTR) and enhance team efficiency.
- Conducted trend analysis on recurring incidents to identify and mitigate systemic problems.
- Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
Project Intern in Database Service
HDFC BANK LTD
04.2022 - 05.2023
- Supported the database team in maintaining documentation, tracking project deliverables, and conducting system audits.
- Installed and configured monitoring agents (e.g., Database Monitoring Agents, Custom Scripts) on Linux/Windows systems to track database performance and health.
- Supported system readiness checks post-agent installation, verifying CPU, memory, disk I/O, and database metrics were being accurately captured.
- Participated in application performance and incident analysis activities, contributing to ITSM and monitoring process enhancements.
- Assisted in preparing technical reports and participated in internal project review sessions.
Equity Research Technical Analyst
Motilal Oswal Financial Services
05.2021 - 04.2022
- Conducted technical analysis of equity markets, generating reports to support investment decisions.
- Monitored and evaluated market trends, macroeconomic data, and company financials to identify strategic opportunities.
- Worked closely with the trading desk and research team for data analysis and strategy alignment.
Education
Bachelor of Engineering - Electronics And Telecommunication Engineering
Vidyalankar Institute Of Technology
Wadala 04.2001 -
Diploma - Electronics And Telecommunication
ST Xavier's Technical Institute
Mahim 04.2001 -
Skills
- Incident & Problem Management (ITIL)
- Application Monitoring (Dynatrace, AppDynamics, Grafana)
- ServiceNow (ITSM)
- Root Cause & Trend Analysis
- SQL & Database Management
- Stakeholder Communication & Reporting
- SOP/Knowledge Base Documentation
- Process Optimization & Task Delegation
Timeline
Deputy Manager in Application Support and ITSM
HDFC BANK LTD
05.2023 - Current
Project Intern in Database Service
HDFC BANK LTD
04.2022 - 05.2023
Equity Research Technical Analyst
Motilal Oswal Financial Services
05.2021 - 04.2022
Bachelor of Engineering - Electronics And Telecommunication Engineering
Vidyalankar Institute Of Technology
04.2001 -
Diploma - Electronics And Telecommunication
ST Xavier's Technical Institute
04.2001 -
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