Soumya Ranjan Panda
Software Engineer(Immediate Joiner)
Mumbai
Summary
Product Support Engineer with 8+ years of experience in enterprise and SaaS application support, production incident management, and troubleshooting complex systems. Skilled in log analysis, API debugging, SQL and database troubleshooting. Proven ability to resolve high-priority customer issues and collaborate with engineering teams to deliver reliable solutions.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Software Engineer
RXO Logistics
10.2021 - 04.2026
- Owned end-to-end resolution of P1–P4 incidents with 95%+ SLA compliance
- Resolved application issues using SQL and ServiceNow
- Analyzed logs, API traces, and system behavior to identify root causes
- Reproduced customer issues and collaborated with engineering teams
- Debugged API and integration issues using Postman
- Maintaining SOPs, Preparing RCA reports using pivot formulae in Excel
Support Engineer
Infinite Computer Solutions
11.2020 - 10.2021
- Resolved complex application issues by performing detailed analysis using SQL queries and managing incident workflows through ServiceNow, ensuring timely resolution within defined SLAs.
- Utilized SQL for data validation, troubleshooting data inconsistencies, and identifying root causes in production environments.
- Managed incident tickets, service requests, and change records in ServiceNow, maintaining accurate documentation and status updates throughout the lifecycle.
- Provided support for SaaS-based applications, ensuring seamless functionality, availability, and performance across integrated systems.
- Monitored and troubleshot application integrations, including API failures, data sync issues, and third-party service disruptions.
Technical Support Engineer
Alshaya India
05.2019 - 11.2020
- Supported and maintained API integrations and enterprise systems, ensuring seamless communication between applications and high system reliability.
- Troubleshot API-related issues such as request/response failures, authentication errors, latency issues, and data mismatches using logs and monitoring tools.
- Handled end-to-end Incident, Change, and Problem Management processes in alignment with ITIL best practices, ensuring minimal business impact and timely resolution.
- Managed critical incidents (P1/P2), performed root cause analysis (RCA), and implemented preventive measures to avoid recurrence.
- Coordinated and implemented change requests, including deployment validation, impact analysis, and rollback planning.
- Identified recurring issues through problem management and drove long-term fixes in collaboration with development and engineering teams.
- Worked closely with cross-functional teams including developers, QA, DevOps, infrastructure, and business stakeholders to resolve issues efficiently.
- Acted as a communication bridge between technical teams and business users, providing clear updates, impact analysis, and resolution timelines.
- Participated in release activities and ensured system stability during and after deployments.
- Contributed to process improvements, documentation, and knowledge base updates to enhance operational efficiency.
Application Support Engineer
FIS Global Solutions
08.2018 - 05.2019
- Provided production support for banking and financial applications, ensuring high availability, reliability, and compliance with business-critical requirements.
- Monitored application and system logs to proactively detect anomalies, performance issues, and failures, enabling quick incident response.
- Ensured strict adherence to SLAs and KPIs by prioritizing incidents, tracking resolution timelines, and minimizing downtime.
- Diagnosed and resolved production issues by analyzing logs, application behavior, and backend data, ensuring minimal impact on end users.
- Collaborated with infrastructure, database, and development teams to address complex issues and maintain system stability.
- Performed health checks and continuous monitoring of applications using various tools to ensure optimal performance.
- Documented incidents, resolutions, and troubleshooting steps to build a strong knowledge base and improve future response times.
Service Desk Engineer
IBM India Pvt. Ltd.
04.2017 - 07.2018
- Supported global customers across multiple regions, ensuring high availability and performance of enterprise applications in a 24/7 production environment.
- Managed end-to-end incident lifecycle, including identification, analysis, troubleshooting, resolution, and post-incident documentation in line with SLA commitments.
- Acted as a primary point of contact for critical (P1/P2) incidents, coordinating with cross-functional teams such as development, infrastructure, and network teams to ensure timely resolution.
- Performed in-depth troubleshooting of enterprise applications, identifying root causes and implementing both temporary workarounds and permanent fixes.
- Executed complex SQL queries for data validation, issue investigation, and performance tuning in relational databases such as MySQL and Oracle.
Education
B.Tech - Electronics & Communication
NIST
BerhampurDiploma in Engineering - undefined
UCPES
BerhampurSkills
Technical/Product Support (L2/L3)
Incident Management (P1–P4), SLA, RCA
Postman, API Debugging
SQL & Database Troubleshooting
Certification
Devops and Cloud Computing
Timeline
Devops and Cloud Computing
03-2026
Software Engineer
RXO Logistics
10.2021 - 04.2026
Support Engineer
Infinite Computer Solutions
11.2020 - 10.2021
Technical Support Engineer
Alshaya India
05.2019 - 11.2020
Application Support Engineer
FIS Global Solutions
08.2018 - 05.2019
Service Desk Engineer
IBM India Pvt. Ltd.
04.2017 - 07.2018
Diploma in Engineering - undefined
UCPES
B.Tech - Electronics & Communication
NIST
KEY ACHIEVEMENTS
- Maintained 95%+ SLA compliance across roles
- Recognized for strong customer communication
- Reduced recurring issues through RCA and documentation