Harsha Reddy

Results-driven L2 Production Support Engineer with 3.10 years of experience in application and production support, ensuring high availability and smooth functioning of business-critical applications. Experienced in handling and resolving production incidents across P0, P1, P2, P3, and P4 priority levels while adhering to defined SLAs and standard operating procedures (SOPs). Skilled in monitoring production environments, troubleshooting job failures, and performing root cause analysis to minimize downtime and ensure seamless operations.

L2 Production Support Engineer - Seoyon E-HWA summit Pvt.Ltd

(2022-09 - 2026-07)

Provided 24x7 production support for the RKS (Record Keeping System) application at State Street, ensuring smooth execution of critical business processes.

• Provided 24x7 production support for the RKS (Record Keeping System) application, ensuring smooth execution of critical business processes.
• Monitored and managed daily batch job cycles across Morning, Afternoon, APAC, EMEA, and North America (NA) regions to ensure timely completion and adherence to SLAs.
• Investigated and resolved production incidents by analyzing application logs, job failures, and system behavior to restore services with minimal downtime.
• Managed incidents and service requests using ServiceNow, prioritizing and resolving tickets based on P0, P1, P2, P3, and P4 severity levels.
• Participated in Major Incident (MI) bridges, collaborating with L4 support teams, technical leads, and cross-functional teams to drive incident resolution.
• Performed initial troubleshooting and root cause analysis before escalating issues to L4 teams, providing detailed findings, logs, timelines, and impact analysis.
• Coordinated with upstream and downstream application teams to ensure seamless communication and timely issue resolution.
• Ensured compliance with defined SLAs, operational procedures, and Standard Operating Procedures (SOPs).
• Monitored production health, tracked job execution status, and proactively communicated updates to stakeholders throughout the incident lifecycle.
• Maintained operational documentation and supported knowledge-sharing activities to improve incident response and operational efficiency.

Master of Computer Applications - MCA - SK University (2022-07 - 2025-02)