Sheelu Garg

Application and System Support:

• Provided technical support for mortgage processing applications, ensuring smooth operation and timely resolution.
• Monitored and maintained loan origination and servicing systems, ensuring 99.9% system uptime and uninterrupted processing.
• Diagnosed and resolved software and database issues related to mortgage systems, ensuring accurate loan data processing.
• Managed L2/L3 support requests, promptly resolving user-reported issues related to loan processing, underwriting, and compliance.

Datadog Dashboard:

• Designed and implemented custom dashboards in Datadog to monitor application performance, API response times, and infrastructure health.
• Integrated logs, metrics, and traces into Datadog to provide end-to-end visibility for troubleshooting and incident resolution.
• Configured real-time alerts and anomaly detection for critical system components, reducing response time to production issues by 30%.
• Optimized dashboard widgets and visualizations to track key business metrics, including error rates, latency, and system uptime.
• Collaborated with cross-functional teams to improve monitoring coverage and enhance system observability.

Problem & Incident Management:

• Provided L2 /L3 support for jira created tickets.
• Managed incident tracking and problem management following ITIL best practices in ServiceNow/JIRA, ensuring SLAs were met.
• Conducted root cause analysis (RCA) and post-mortem reviews to prevent recurring issues and enhance system stability.
• Conducted root cause analysis for recurring technical issues, implementing long-term solutions to improve system reliability.
• Documented incident reports and solutions in ticketing systems (e.g., ServiceNow, JIRA) to improve knowledge sharing and future troubleshooting.
• Troubleshoot and resolving various product bugs using PostgreSQL, GitBash , API's with multiple dashboard configuration engines.
• Create real time scenarios to identify the root cause of the issue using backend and frontend both
• API Integration: Create API test cases and scrutinize API requests and responses to ensure proper functionality and achieve improved responses
• Build out the data and reporting infrastructure from the ground up using PostgreSQl and Power BI to provide real time insights into the various product, marketing funnels and bussiness KPI's
• Collaborated with cross-functional teams (DevOps, Developers, and QA) to implement permanent fixes and performance enhancements.
• Provided mentorship to junior engineers, improving team efficiency and knowledge-sharing.

• Make SQL scripts to automatically produce daily reports for upper management to monitor business operations.
• Worked with international clients and business teams to ensure smooth application functionality and adherence to SLAs.
• Monitored application performance, system logs, and API transactions using tools with various in house dashboards to proactively identify and resolve issues.
• Diagnosed and resolved incidents related to application errors, API failures, and database performance, reducing downtime.
• Automated routine support tasks using shell scripting and SQL queries, improving response times and operational efficiency.
• Collaborated with cross-functional teams (DevOps, Developers, and QA) to implement permanent fixes and enhancements.
• Lead the team for API implementation and adherence to incident, problem, and change management processes.
• Provided technical and procedural training to support team.