SHEELU GARG
Sr. Production Engineer (L2/L3)
Gurgaon
Summary
Results-driven Application & Production Support Engineer with 7+ years of experience in L2/L3 application support, product support, API integrations, production incident management, and data analysis. Proven expertise in ensuring system stability, minimizing downtime, and enhancing customer experience through proactive monitoring, automation, and data-driven problem-solving.
Skilled in troubleshooting complex application, API, and database issues, conducting Root Cause Analysis (RCA), and implementing long-term solutions to improve system reliability and operational efficiency. Experienced in workflow management, ETL processes, customer-facing platforms, and cross-functional collaboration with Product, Engineering, Operations, and Business teams to deliver high-quality support and drive continuous improvement.
Hands-on experience leveraging Generative AI tools such as Microsoft Copilot and Atlassian Rovo to accelerate incident investigation, automate documentation, optimize SQL queries, identify recurring issue patterns, streamline operational workflows, and improve support efficiency. Strong ability to translate technical challenges into business impact, support data-driven decision-making, and drive process optimization. Aspiring to grow into a Product Support Manager role with a focus on stakeholder management, operational excellence, AI-driven automation, and customer-centric problem resolution.
Overview
6
6
years of professional experience
2
2
Certificates
Work History
Support Analyst
BSI Financial Services
12.2024 - Current
• Managed end-to-end support for API, application, website, and workflow-related production incidents, leveraging SQL analysis, monitoring tools, and Root Cause Analysis (RCA) to implement permanent fixes and improve system stability.
• Monitored and maintained critical workflows across SSIS, SSRS, Camunda, and CloverDX ETL pipelines, proactively resolving exceptions, optimizing data processing, and ensuring reliable business operations.
• Utilized Generative AI solutions (Copilot, Rovo) to automate documentation, knowledge retrieval, SQL query optimization, and operational workflows, enhancing team productivity and enabling faster issue resolution
• Developed and maintained Datadog dashboards, alerts, and monitoring solutions to provide real-time visibility into application performance, system health, and operational KPIs.
• Supported AI-powered borrower communication platforms (Milo) by troubleshooting technical issues, analyzing conversation failures, and ensuring seamless customer experiences through timely escalation and resolution.
Production Support Engineer (PS-2)
Ebixcash Pvt. Ltd.
01.2022 - 12.2024
- Delivered L2/L3 support for business-critical applications, maintaining 99.9% system uptime.
- Utilized AWS (Centos) to monitor real-time and historical application logs, perform advanced root cause analysis, identify production bottlenecks, and accelerate incident resolution across critical business applications.
- Reduced incident resolution time by 25% through proactive monitoring and structured debugging approaches.
- Built Power BI, In house dashboards and Datadog dashboards to track system health, error rates, and performance metrics.
- Automated health checks using Python and SQL, reducing manual effort by 40%.
Application Support Engineer
Travel Boutique Online (TBO)
02.2020 - 12.2021
- Monitored API and application performance, identifying integration failures and data inconsistencies.
- Troubleshot REST/SOAP APIs using Postman and SOAP UI to ensure accurate system communication.
- Generated business reports (sales, API usage, booking trends) using SQL, enabling data-driven decisions.
- Coordinated with international clients and cross-functional teams to resolve production issues.
- Improved system reliability by proactively identifying and addressing recurring issues.
- Managed API configurations, versioning, and documentation for consistent product performance.
Education
MCA -
Guru Gobind Singh Indraprastha University
Delhi, India01.2019
B.Sc - undefined
Delhi University
Delhi, India01.2016
Skills
Product & Application Support: L2/L3 Support, Incident & Problem Management (ITIL), SLA Management, RCA, Release Coordination
Data & Analytics: SQL (Advanced), Power BI, Excel (Dashboards, Pivot), Data Analysis, Reporting
Tools & Technologies: Datadog, AWS (CloudWatch), SSIS/SSRS, CloverDX, Camunda, ServiceNow, Jira, Postman, SOAP UI
Programming & Automation: Python (Pandas, NumPy), Shell Scripting, JSON/XML
Timeline
Support Analyst
BSI Financial Services
12.2024 - Current
Production Support Engineer (PS-2)
Ebixcash Pvt. Ltd.
01.2022 - 12.2024
Application Support Engineer
Travel Boutique Online (TBO)
02.2020 - 12.2021
B.Sc - undefined
Delhi University
MCA -
Guru Gobind Singh Indraprastha University
Certification
Oracle DBA Certification – Database administration, performance tuning, backup & recovery
ADDITIONAL HIGHLIGHTS
- Strong communication skills with ability to translate technical issues into business impact
- Experience working with global teams and handling customer-facing production environments
- Proven ability to balance technical depth with business and product understanding