Mulla Rashad

Production Support Engineer with 3 years of experience in Application Support, Production Support, Incident Management, and Oracle Database environments. Proficient in Oracle SQL, PL/SQL, Unix/Linux, RabbitMQ, API troubleshooting, batch job monitoring, data validation, and root cause analysis (RCA). Experienced in supporting high-volume banking and rewards platforms, resolving production issues, managing service requests, and ensuring system availability within SLA targets.

Skilled in JIRA, Postman, Swagger, AWS CloudWatch, and cross-functional collaboration to drive operational excellence and continuous service improvement.

Production Support Engineer / Application Support Engineer - Reward360 Global Services Pvt. Ltd. - Bangalore, Karnataka

(2023-07)

• Provided end-to-end production support for critical applications, including Smart Buy Project and Axis Bank LMS (Loyalty Management System), ensuring high availability and performance.
• Monitored production systems and managed incidents, ensuring timely resolution within defined SLAs to minimize business impact.
• Analyzed and troubleshot application and data-related issues using Oracle SQL and PL/SQL, enabling quick root cause identification and resolution.
• Developed and optimized SQL queries for debugging, data validation, and reporting in production environments.
• Implemented and maintained PL/SQL procedures, views, and database objects to support business processes and improve operational efficiency.
• Worked with messaging systems like RabbitMQ to monitor queues, troubleshoot message failures, and ensure smooth data flow between services.
• Utilized Swagger and Postman to validate API responses, perform decryption checks, and analyze logs in the Smart Buy Project for effective troubleshooting of integration issues.
• Managed incident and service requests using JIRA, ensuring proper tracking, prioritization, and timely closure of tickets.
• Worked in Unix/Linux environments, using tools like PuTTY to access servers, monitor logs, and execute scripts for issue resolution and deployment support.
• Performed data validation and ensured accuracy in processing high-volume credit and debit card transactions.
• Collaborated with development, QA, and business teams to deploy fixes, conduct Root Cause Analysis (RCA), and implement preventive measures.
• Contributed to continuous improvement by identifying recurring issues and recommending automation and process enhancements.

Intern - Reward360 Global Services Pvt. Ltd.

(2022-01 - 2022-05)

• Contributed to the SmartBuy Project, resolving production issues and supporting real-time application performance.
• Developed and optimized SQL queries for data extraction, validation, and reporting.
• Gained practical exposure to software development, troubleshooting, and system optimization in a fast-paced environment.

Bachelors of Technology - Computer Science and Engineering - Rajiv Gandhi University of Knowledge Technologies (RGU - IIIT Basar) (2018-06 - 2022-07)

Bachelors of Technology - Pre-University course - Rajiv Gandhi University of Knowledge Technologies (RGU - IIIT Basar) (2015-06 - 2018-07)