Divya Sanu

Production Support and Application Operations professional with 10+ years of experience ensuring high availability of enterprise applications across SQL Server, Oracle, and Java-based environments. Proven expertise in leading production support teams, resolving critical incidents, performing root cause analysis, optimizing SQL performance, and driving SLA compliance. Experienced in collaborating with cross-functional teams and clients to improve application reliability and operational efficiency.

Currently strengthening capabilities in Cloud, Python, and AI-assisted automation to support modern production operations.

Software Engineer – Java & SQL Support/Developer - Infor - Bangalore

(2019-08 - 2026-07)

• Provide end-to-end production support for enterprise Java and SQL-based applications, ensuring high system availability and timely resolution of production incidents while consistently meeting SLA commitments.
• Investigate and resolve complex application defects by analysing application logs, SQL queries, and backend processes, minimizing business disruption and improving application stability.
• Design, optimize, and maintain SQL queries, stored procedures, and database scripts, enhancing database performance and reducing query execution time for business-critical applications.
• Lead root cause analysis (RCA) for recurring production issues, collaborating with development teams to implement permanent fixes and improve overall system reliability.
• Monitor application health and system performance using Splunk, proactively identifying anomalies and preventing potential production outages through early detection.
• Coordinate with cross-functional teams including Development, QA, Infrastructure, and Business stakeholders to deliver application enhancements, production releases, and operational improvements.
• Execute production deployments, patch releases, and maintenance activities, ensuring smooth implementation with minimal business downtime.
• Leverage AI-powered tools such as ChatGPT, Claude and Amazon Q to accelerate troubleshooting, SQL optimization, debugging, documentation, and knowledge discovery, improving support team productivity.

Support Lead/Senior Application Support Engineer - Inube Software Solutions Pvt Ltd - Bangalore

(2017-02 - 2019-07)

• Led L1, L2, and L3 application support teams responsible for maintaining production stability and delivering timely resolution of business-critical incidents within agreed SLA timelines.
• Developed and optimized SQL Server database objects, including stored procedures, triggers, views, and functions, improving application performance and supporting efficient business operations.
• Performed SQL query optimization and database performance tuning, reducing response times and enhancing overall application efficiency.
• Managed client database migration activities using Linked SQL Server, ensuring successful data movement with minimal operational disruption.
• Investigated and resolved application and database issues by performing detailed technical analysis and root cause identification, improving production reliability.
• Acted as the primary escalation point for high-priority production incidents, coordinating cross-functional teams to restore services quickly and implement preventive actions.
• Managed incidents and service requests through Freshservice, ensuring SLA compliance, effective prioritization, and high-quality customer support.
• Conducted daily operational reviews, incident review meetings, and support planning sessions to improve visibility, accountability, and operational efficiency across support teams.
• Mentored junior engineers through technical guidance, knowledge-sharing sessions, and structured onboarding, strengthening overall team capability and reducing dependency on senior resources.
• Partnered with business stakeholders, engineering teams, and project managers to improve support processes, enhance knowledge management, and drive continuous operational improvements.
• Supported recruitment, onboarding, and training initiatives for new application support engineers, contributing to team growth and faster productivity

SQL Application Support Engineer - Caritor Solutions India Pvt Ltd - Bangalore

(2015-06 - 2017-01)

• Provided production support for enterprise applications by monitoring backend systems and SQL databases, ensuring high application availability and operational continuity.
• Diagnosed and resolved SQL Server and Oracle database performance issues through systematic troubleshooting and root cause analysis, improving database stability and reducing recurring incidents.
• Performed SQL query analysis and backend debugging to resolve application defects, ensuring timely issue resolution and minimizing business impact.
• Monitored application availability, database health, and server performance, proactively identifying potential issues and supporting uninterrupted business operations.
• Collaborated with development and infrastructure teams to resolve complex production issues, contributing to improved system reliability and customer satisfaction.

MBA - Operations Management - Indira Gandhi National Open University (IGNOU) (2017 - 2019)

Bachelor of Engineering - Computer Science - PES Institute of Technology and Management (2010 - 2014)