Kunal Hyalij

Application Support / Production Support professional with 6+ years of experience supporting enterprise applications and realtime data platforms in global 24x7 environments. Experienced in Incident Management, ITSM practices, application monitoring, production troubleshooting, SLA/KPI adherence, RCA, change and release support, and cross-functional incident coordination. Currently working as an Application Support Analyst and Shift Lead at Enverus, coordinating shift operations, workload allocation, incident escalation, monitoring, handover and service stability.

Hands-on with Jira, Splunk, Confluence, GitHub and Azure, with strong decision-making, stakeholder communication and team coordination skills.

Application Support Analyst / Shift Lead - Enverus - Bangalore, India

(2021-06)

• Provide L1/L2 production support for mission-critical real-time data platforms serving global energy-sector clients in a 24x7 environment.
• Manage daily production support activities including incident monitoring, investigation, prioritization, escalation and resolution while meeting SLA, KPI and TAT requirements.
• Act as Shift Lead during assigned shifts, allocating workload, monitoring pending incidents, coordinating team activities and ensuring critical operational tasks are completed on time.
• Make operational decisions during production issues based on business impact, incident priority and technical findings, escalating to L3, engineering or vendor teams when required.
• Monitor production applications and alerts using Splunk and operational tools to identify issues proactively and minimize customer/business impact.
• Manage incidents through Jira, maintaining investigation details, actions, escalations, status updates and resolution information across the incident lifecycle.
• Support P1/P2 and high-priority incidents through defined escalation and coordination procedures, helping technical teams restore services efficiently.
• Perform application troubleshooting across real-time data workflows and integrations involving FTP, HTTP, email and file-based processes.
• Perform start-of-day validation, application health checks and system checks to identify failures or abnormal behaviour before customer impact.
• Coordinate regional shift handovers, clearly communicating open incidents, risks, pending actions and operational priorities to incoming teams.
• Perform root cause analysis for recurring production issues and collaborate with technical teams on corrective and preventive actions.
• Support production changes, application releases and deployment validation, including post-implementation checks for application stability.
• Maintain SOPs, troubleshooting guides, operational runbooks and knowledge articles using Confluence.
• Coordinate with application, engineering, data, infrastructure and vendor teams to investigate incidents and restore services.
• Communicate incident impact, investigation progress, escalation status and resolution updates to global stakeholders.
• Perform data validation, reconciliation and integrity checks across real-time data sources to identify data-related production issues.
• Support monitoring and alert investigation involving Splunk alerts, GWS processes, Extract workflows, ADNS alerts and other operational components.

Business Consultant - Energy DAIS - Gurgaon, India

(2021-03 - 2021-05)

• Worked with technology, operations, business and external suppliers to support digital marketplace operations.
• Coordinated stakeholders and suppliers through structured workflows and operational documentation.
• Supported process optimization, platform onboarding and data-driven operational decisions.

Business Development Executive - Suvira Energy - Mumbai, India

(2019-10 - 2021-03)

• Supported clients using digital procurement and e-procurement platforms and coordinated issue resolution across stakeholders.
• Supported application-based sourcing and bidding activities and ensured smooth execution of platform processes.
• Participated in client discussions and supported system/process adoption.

Bachelor of Technology - Petroleum Engineering - Presidency University, Bengaluru (2015 - 2019)