Himanshi Kaushik

Application/Production Support Engineer with 4 years of experience monitoring, troubleshooting, and maintaining mission-critical applications in 24x7 production environments. Skilled in Linux (Red Hat Enterprise Linux 8), Oracle SQL (18c/19c), Grafana monitoring, ServiceNow, Jira, and ITIL-based operations, with strong expertise in L1/L2 support, Incident Management (P1/P2/P3), Service Level Agreement (SLA) compliance, Root Cause Analysis (RCA), transaction monitoring, ticket management, change management, problem management, deployment support, and application troubleshooting. Proven ability to reduce Mean Time to Resolution (MTTR) through proactive alert monitoring and automation, ensuring 99.9% application uptime and smooth business operations in fast-paced, high-availability environments.

Application / Production Support Engineer (L1/L2) at BOB Credit Cards (2022-06 – 2025-03)

Leading banking and fintech platform supporting high-volume credit card transactions and customer services across India, in a 24x7 mission-critical production environment.

• Delivered L1/L2 application and production support for mission-critical credit card systems, ensuring 99.9% application uptime and seamless customer transactions.
• Monitored application health, transaction flows, and system alerts using Grafana, proactively identifying issues to reduce Mean Time to Resolution (MTTR) and prevent service disruptions.
• Handled P1/P2/P3 incidents end-to-end, including triage, impact analysis, resolution, and closure while ensuring strict Service Level Agreement (SLA) compliance.
• Executed Oracle SQL (18c/19c) queries to validate transactions, investigate data discrepancies, and support real-time production troubleshooting.
• Managed incident, problem, service request, and change tickets using Jira.
• Provided 24x7 shift and on-call support, ensuring business continuity in a high-availability environment.

Application / Production Support Engineer (L1/L2) at UPI (2025-03 – Present)

Real-time, high-volume digital payments platform enabling instant fund transfers across banks in India, in a 24x7 mission-critical production environment.

• Delivering L2 application and production support for mission-critical UPI transaction systems, ensuring high uptime and seamless customer transactions.
• Monitoring application health, transaction flows, and system alerts using Grafana, proactively identifying issues to reduce Mean Time to Resolution (MTTR) and prevent service disruptions.
• Handling P1/P2/P3 incidents end-to-end, including triage, impact analysis, resolution, and closure while ensuring strict Service Level Agreement (SLA) compliance.
• Executing Oracle SQL (18c/19c) queries to validate transactions, investigate data discrepancies, and support real-time production troubleshooting.
• Performing Root Cause Analysis (RCA) for recurring and high-severity incidents, preparing RCA documentation.
• Managing incident, problem, service request, and change tickets using ServiceNow.
• Actively participating in bridge calls and stakeholder communications during critical incidents, providing timely updates and driving faster resolution through cross-team collaboration.
• Providing 24x7 shift and on-call support, ensuring business continuity in a high-availability environment.

Bachelor of Science in B.Sc. – Chaudhary Charan Singh University (2019-07 – 2022-05)