Application & Production Support Engineer

‘Ramadevi N’ Software Engineer

Dallas, Texas +1-469-***-**** **********@*****.***

Application & Production & Technical Support Engineer

SUMMARY

Application & Production Support Engineer with 4+ years of experience providing L1/L2/L3 support for mission-critical applications across healthcare, manufacturing, banking, and financial domains. Proven expertise in incident management, root cause analysis (RCA), batch job monitoring, ETL validation, and database troubleshooting using SQL, Oracle, DB2, and Unix/Linux systems. Strong ability to maintain high system availability, meet SLA targets, and collaborate with cross-functional teams in Agile and ITIL-driven environments.

KEY SKILLS

Application Support:L1/L2/L3 Support, Incident Management, RCA, SLA Management, Change & Release Support, Production Monitoring

Databases: SQL, Oracle, DB2, MySQL

Operating Systems: UNIX, Linux, Windows

Batch & Scheduling Tools: Control-M, AutoSys

Monitoring & Logging: Splunk, Datadog, AppDynamics, Dynatrace, Kibana, ELK Stack

Cloud & DevOps: AWS, Azure, Azure DevOps

Tools & Platforms: ServiceNow, JIRA, Postman

Scripting: Shell Scripting, Python (automation & log processing)

RELEVANT PROFESSIONAL EXPERIENCE

Application/Production Support Engineer Feb 2024 to Till

CVS Health Dallas, Texas

Roles and Responsibilities:

Provide L2/L3 production support for critical healthcare and financial applications hosted on Unix/Linux and Windows environments.

Monitor application health, services, and infrastructure using Datadog, Splunk, and Dynatrace, proactively identifying performance issues and anomalies.

Monitored and supported Linux batch jobs and scheduled processes using AutoSys and Control-M.

Troubleshot job failures related to script errors, missing files, permission issues, and environment misconfigurations.

Monitored and supported Hadoop-based batch and data processing workflows, ensuring successful execution of jobs across distributed environments.

Performed basic troubleshooting of HDFS, Hive, and YARN-related job failures, analyzing logs and resource utilization.

Ensured production support activities complied with enterprise risk controls, audit requirements, and ITIL processes.

Perform incident triage, troubleshooting, and root cause analysis using application logs, SQL queries, and monitoring dashboards.

Support batch job scheduling and monitoring using Control-M and AutoSys, ensuring timely completion of business-critical processes.

Troubleshoot ETL workflows, validate data loads, and resolve data inconsistencies across multiple source-to-target integrations.

Created and modified AutoSys jobs using JIL, including calendars, conditions, box jobs, and dependencies.

Use SQL, Oracle, and DB2 to validate transactional data, investigate data mismatches, and support regulatory reporting needs.

Validate REST API integrations using Postman and assist in diagnosing downstream integration failures.

Develop Python and Shell scripts to automate log cleanup, data validation, and recurring operational tasks.

Collaborate with development, QA, and business teams during UAT, releases, and post-deployment sanity testing.

Support release management activities, ensuring deployment readiness and tracking issues through ServiceNow and JIRA.

Participate in incident bridge calls, coordinating with L2/L3 teams to resolve high-priority production issues within SLA.

Document incidents, RCAs, and preventive actions to improve system stability and reduce repeat issues.

Assist with disaster recovery planning and capacity monitoring to ensure business continuity.

Application/Production Analyst June 2020 to July 2022

Tata Consultancy Services

Client: General Electric (GE) Hyderabad, India

Roles and Responsibilities

Provided L2 application support for manufacturing and supply chain applications supporting large-scale enterprise operations.

Troubleshot production issues using SQL, DB2, Unix/Linux commands, and application logs to minimize operational downtime.

Supported disaster recovery (DR) readiness checks and assisted in failover validation activities.

Monitored and resolved ETL job failures, addressing data latency, performance bottlenecks, and scheduling issues.

Reviewed Informatica workflow and session logs to identify long-running processes and optimize job performance.

Managed incident, problem, and change records in ServiceNow and JIRA, ensuring ITIL compliance and audit readiness.

Supported batch job scheduling using Control-M and AutoSys, validating dependencies and job completion.

Assisted business analysts and QA teams by translating production issues into UAT validation steps.

Executed SQL corrective scripts for data fixes, user record updates, and configuration corrections.

Participated in Agile ceremonies, supporting defect tracking, retesting, and sprint closure.

Coordinated with cross-functional teams, including mainframe and L3 support, to resolve complex technical issues.

Prepared daily operational and compliance reports to support leadership decision-making.

Documented recurring issues, standard fixes, and operational procedures to build a reusable knowledge base.

EDUCATION

Master’s in computers and information systems December 2023 – 3.97 GPA

Southern New Hampshire University

ACADEMIC PROJECT

Online Banking Transaction Monitoring System

Linux SQL Shell Scripting Splunk ServiceNow

Built and supported a simulated real-time banking platform with production-style monitoring.

Used Linux CLI for log navigation, process monitoring, and service control.

Captured and analyzed transaction flows and logs to identify failures.

Automated health checks and cleanup tasks using shell scripting.

Practiced incident triage, RCA, and structured change validation.

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