Gnaneswar Reddy

Application Support Engineer with 2+ years of hands-on experience supporting business-critical applications in 24/7 rotational-shift production environments, currently serving as Shift Lead. Proficient in Datadog and Splunk for proactive monitoring, alerting, and log analysis. Skilled in end-to-end incident management covering mail server failures, access issues, and configuration incidents, consistently resolving owned cases within 50% of SLA duration.

Dual award recipient, both recognised by senior leadership.

As Shift

Lead, audits team tickets for accurate triage and documentation, coordinates on-call coverage, and mentors junior engineers. Manages direct client engagement, including cross-tool coordination with enterprise customers, ensuring clear, professional communication throughout the incident lifecycle.

Application Support Engineer – Shift Lead at Kripya Solutions Pvt Ltd (2026-08 – Present)

• Lead shift operations across day, evening, and night rotations, overseeing ticket coverage and workload distribution for the team on duty
• Audit tickets handled by team members to ensure accurate triage, complete case information, and adherence to process before closure
• Coordinate shift scheduling and on-call rotations, ensuring adequate coverage and clean handovers across all shifts
• Mentor and onboard new and junior engineers on monitoring workflows, incident handling practices, and documentation standards
• Continue to personally own and resolve high-priority incidents, acting as an escalation point for the shift and coordinating cross-functionally for faster turnaround
• Monitor business-critical customer applications via Datadog, review team dashboards, and track SLA performance for real-time reporting
• Maintain and improve SOPs, runbooks, and knowledge base articles based on recurring incident patterns identified during ticket audits

Application Support Engineer at Kripya Solutions Pvt Ltd (2024-12 – 2026-07)

• Operated in a 24/7 rotational shift model (day, evening, and night), independently managing 12–18 tickets per shift
• Conducted thorough shift handovers, reviewing all open cases, escalations, and action items to ensure zero information loss across shift transitions
• Monitored multiple business-critical customer applications using Datadog dashboards, proactively identifying anomalies CPU/memory spikes, job service failures, and latency before they impacted end users
• Performed smoke tests post-hosting activities, validating load balancer URLs, CPU/memory health, rollup service, job service, and PDF service before customer handover
• Carried out log analysis both manually on servers and via Datadog to investigate and diagnose production incidents including mail server delivery failures, access/permission issues, and configuration-related errors
• Managed incident tickets end-to-end in Jira logging, prioritisation, SLA tracking, and updates, consistently resolving personally owned cases within 50% of SLA duration
• Served as primary point of contact for client communication across all incident priorities, ensuring formal, timely, and professional updates throughout the incident lifecycle
• Tracked and coordinated SSL certificate renewals with global teams and customers, earning client appreciation and the Kripya Silver Award 2025
• Owned critical incidents through to resolution or escalated to L2/L3 with full context, coordinating cross-functionally for faster turnaround
• Resolved ~18% of total team tickets individually, reflecting strong personal ownership and accountability
• Analysed recurring incidents to identify root cause patterns and recommended long-term resolutions
• Built and maintained Jira dashboards with up-to-date metrics for real-time ticket tracking and team reporting
• Authored and maintained SOPs, runbooks, and knowledge base articles that measurably reduced resolution time for recurring incidents
• Used Python scripts and SQL queries in day-to-day operational tasks including log parsing and data extraction for reporting
• Mentored and trained 3–5 junior engineers on monitoring workflows, incident handling practices, and documentation standards

Trainee Engineer – Application Support at Kripya Solutions Pvt Ltd (2024-06 – 2024-11)

• Performed daily application health checks and monitored Datadog dashboards to ensure production stability
• Handled initial incident ticket triage, documented issues accurately, and supported senior engineers in resolution workflows
• Assisted in maintaining knowledge base articles and contributed to SOP documentation for recurring incidents
• Responded to user queries and coordinated with senior engineers to resolve issues within SLA targets

Master of Computer Applications in MCA – VR Siddhartha Engineering College (2022 – 2024)

Bachelor of Science in BSc – Andhra Loyola College (2019 – 2022)