Somya Raj Sinha

• Delivered L2/L3 support for enterprise SaaS customers, managing 3–5 P1/P2 production incidents weekly and 30–45 active cases while consistently meeting SLA commitments and minimizing business impact.
• Diagnosed complex production issues using Kibana, Red Production Logs, API Browser, SQL, Jira, Confluence, APIs, and cross-module tracing, reducing MTTR by 30% through efficient troubleshooting and issue isolation.
• Led end-to-end Root Cause Analysis (RCA) with Engineering and Product teams, implementing permanent fixes that reduced repeat incidents by 25%.
• Partnered with Product Management to translate customer feedback into product enhancements and collaborated with Engineering during deployments, hotfix validation, regression testing, and post-release monitoring.
• Served as the technical lead for P1/P2 escalations, coordinating Engineering, QA, Customer Success, and Technical Account Managers through successful service restoration.
• Resolved complex issues across Social, Care, Marketing, Listening, and platform modules by analyzing application logs, backend services, API transactions, and configuration data.
• Supported enterprise customers across North America, EMEA, and APAC, maintaining 95%+ CSAT through timely resolutions and proactive stakeholder communication.
• Authored troubleshooting playbooks, knowledge base articles, and operational runbooks, reducing engineer onboarding time by 35% and improving first-response consistency.
• Drove a Proactive Incident Prevention Program by analyzing production trends and building issue dashboards, enabling engineering fixes that reduced support case inflow by ~20% across multiple releases.
• Mentored junior engineers through RCA reviews, technical coaching, and case walkthroughs.

• Managed technical support for 200+ enterprise banking clients, consistently achieving 99.9% SLA compliance and 100% case quality while providing production and application support.
• Led cross-functional collaboration with Engineering, Product, and Operations teams to resolve production incidents, perform Root Cause Analysis (RCA), deploy software enhancements, and implement preventive solutions that improved platform stability.
• Monitored production environments using SQL, Java, Grafana, APIs, Jira, Salesforce, Spring, and Hibernate, proactively identifying performance bottlenecks, reporting code-level defects, and optimizing payment and remittance processing through in-depth technical analysis.
• Coordinated project KPIs, operational priorities while leading a 4-member team during night shift, ensuring timely resolution, seamless customer support, and consistent SLA.
• Designed and deployed a Java-based production utility to automatically identify impacted jobs during VM outages, significantly reducing incident diagnosis time, improving recovery efficiency, and earning recognition as Best Performer (Q3 2023) and Highflyer (Q4 2023).

Enhanced existing software to improve its performance and efficiency.

Stored retrieved and manipulated data for analysis of application requirements.

optimization of query and overall client fetching time.

Coordinate with different teams to improve the overall user experience.

Worked on rules performance metrics,login issues, email & remittances loading,

payment and remittance processing with automated jobs

• Worked with different teams on different modules of cash application
• Worked with SQL and Java modules for query enhancement.
• Sep 2020 to Dec 2021Developed web agents to pull remittances and payments from client portal.
• Defined and communicated complex software requirements with diverse
• stakeholders.

• Worked as an Intern on different modules of the organization.
• Get to know the processing of different modules such as Cash Application,
• Collections, Credit and Deduction Management.
• Hands on java and No SQL.
• Hands on report making and excel data manipulation.
• Hands on Email writing & Communication.

• Worked on SQL
• Worked with different level of organization(teams) to know how things work in an
• organization.
• Work on the module that required Html & CSS.
• Executed administrative tasks under managerial supervision to optimise workflow.
• Worked on data analysis and data manipulation and to prepare reports from raw
• data