SUSHANT CHOUGULE
Mumbai
Summary
Senior Technical Support Executive experience in L1/L2 production support for business-critical applications. Proficient in SQL-based data validation, incident analysis, and root cause analysis (RCA) to diagnose and resolve production issues within SLA timelines. Experienced in monitoring applications, handling high-volume incidents, and collaborating with development teams for defect resolution. Strong understanding of application workflows, data flows, and production stability, with hands-on experience supporting UAT, deployments, and live environments.
Overview
4
4
years of professional experience
Work History
Senior Technical Support Executive (L1/L2)
CHALO MOBILITY PVT. LTD.
07.2023 - Current
- Provided L1/L2 support for live, business-critical applications, ensuring high system availability and performance.
- Managed 30-50+ production incidents/tickets daily, prioritizing based on severity and business impact.
- Monitored applications and responded to real-time alerts, failures, and escalations, maintaining 99% SLA compliance.
- Performed deep-dive issue analysis using SQL queries, identifying data inconsistencies and transaction failures.
- Conducted root cause analysis (RCA) for recurring issues, reducing repeat incidents and improving system stability.
- Collaborated with developers and infrastructure teams to debug issues, validate fixes, and deploy solutions.
- Supported UAT, production releases, and go-live activities, ensuring zero critical post-release defects.
- Created and maintained incident reports, RCA documents, and SOPs, improving resolution time and knowledge sharing.
- Trained internal teams and clients, reducing incoming support queries and improving first-level resolution.
Site Reliablity Engineer
ICICI SECURITIES (3I INFOTECH)
02.2022 - 06.2023
- Ensured uptime and performance WEB and Mobile Application by implementing proactive monitoring and alerting system on the server and the database level ( Grafana + Appdynamics)
- EOD and BOD Process to make sure prices and Application are in sync with NSE AND BSE properly
- Designed and maintained scalable CI/CD pipelines, reducing deployment time by 60%
- Used tool like Control-M to automate multiple job run to reduce manual intervention.
Education
B.S.C - INFORMATION TECHNOLOGY
MUMBAI UNIVERSITY
Mumbai06.2021
HIGHER SECONDARY CERTIFICATE (HSC) -
Mumbai03.2018
Skills
- L1/L2 Support
- Incident Management
- RCA
- SLA Adherence
- SQL
- Python
- Data Validation
- Debugging
- Manual Testing
- Freshdesk
- Periscope
- AFCS
- ETIM Systems
- Power BI
- Excel
- Reporting Automation
- Application Support
- Web Applications
- UAT
- Release Management
Websites
Projects
ATM Cash Reconciliation System, Developed a reconciliation system to validate ATM cash loading records against transaction logs and identify mismatched or failed entries. Worked on SQL-based data validation, report generation, and workflow testing to ensure accurate reconciliation tracking., Compared transaction and cash loading records., Identified mismatched transaction entries., Generated reconciliation reports using Excel., Performed SQL-based validation and testing.
Timeline
Senior Technical Support Executive (L1/L2)
CHALO MOBILITY PVT. LTD.
07.2023 - Current
Site Reliablity Engineer
ICICI SECURITIES (3I INFOTECH)
02.2022 - 06.2023
B.S.C - INFORMATION TECHNOLOGY
MUMBAI UNIVERSITY