Pawan Kumar

Production Support Engineer with 3 years and 5 months of experience supporting Investment Banking and Capital Markets applications. Expertise in UNIX/Linux, ServiceNow, SQL, AppDynamics, Incident Management, Problem Management, Change Management, Knowledge Base Article Management, Application Monitoring, and Root Cause Analysis (RCA). Skilled in supporting the Barclays Syndication Environment (BaSE), LoanConX and Loan IQ during live market deals and trades, ensuring application stability, real-time monitoring, production troubleshooting, batch monitoring, SQL data analysis, Elasticsearch, Kibana, Logstash, production deployments, release management, and SLA compliance.

Hands-on experience in planning, coordinating, and executing critical Disaster Recovery (DCR) test events, ensuring successful application recovery, business continuity, and minimal operational impact. Proven ability to resolve critical incidents, ensure application availability, and support in 24x7 production environments.

Application/Production Support Analyst (L1 | L2) at Tata Consultancy Services (TCS) (2024-02 – Present)

• Deliver L1 | L2 Application and Production Support on trading systems, handling 20-50 incident and service request tickets weekly through structured Incident Management and Service Request Management processes.
• Performed application and production monitoring across 6-10 trading applications, including the Barclays Syndication Environment (BaSE) and Trade applications such as LoanConX and Loan IQ, using ITRS, AppDynamics, and Kibana to maintain ~95% SLA compliance, proactively identify issues, and provide rapid resolution for critical production incidents during live market deals, minimizing business impact for Syndicate, Issuer, and Sales users.
• Executed 2+ Disaster Recovery (DR) test cycles across multiple applications, ensuring business continuity by preparing test plans, updating cutover tools and test suites, validating applications, collecting execution evidence, and submitting evidence to the TREM team for test result validation.
• Carry out Batch Job Monitoring and Job Scheduling on Autosys, proactively identifying failures and ensuring on-time completion of critical trading batches.
• Built and implemented automated alert/monitoring checks on ITRS, reducing manual log monitoring effort by ~30-40% and enabling faster incident detection ahead of SLA breach.
• Drive Incident Resolution and Escalation Management for critical (P1/P2) production issues within tight SLA windows, applying Root Cause Analysis (RCA) to prevent recurrence.
• Perform Data Validation and Query Analysis on upstream files across Unix and Windows Server environments, using Unix commands to validate database records and troubleshoot processing errors.
• Coordinate with internal stakeholders, business users/clients, and traders to gather requirements and provide User Support, partnering with BTB teams on troubleshooting and debugging complex production issues.
• Log and track incidents and service requests in ServiceNow, applying ITIL-aligned Incident, Problem, and Change Management processes and maintaining detailed records for audit and trend analysis.
• Conduct Database Monitoring and extract data via SQL to prepare daily and weekly status reports and dashboards, improving visibility into recurring issues for stakeholders.
• Provide Release Support during deployments, performing production data fixes for job failures per documented SOPs to restore service quickly and minimize business impact.
• Identify and escalate root causes of systemic issues to lead, facilitating prompt resolution and driving ongoing process improvement initiatives.
• Monitor and troubleshoot trade-processing delays, stuck transactions, duplicate requests, and failed downstream acknowledgements.
• Provided production support for an AWS-based trade application, monitoring application health, troubleshooting service/API issues, analyzing logs, and coordinating incident resolution across AWS infrastructure and application components.
• Mentor and guide junior team members on ticket triage, monitoring tools, and escalation procedures, supporting faster onboarding and consistent support of quality.

Technical Support Executive at Bigbasket - ATATA Enterprise (2022-12 – 2023-10)

• Assisted in troubleshooting basic computer issues during operational workflows sessions and projects.
• Familiar with Windows and basic Linux OS environments from coursework and personal uses.
• Practiced remote support using tools like TeamViewer, PuTTY and windows remote desktop.
• Learned ticketing concepts and incident management through simulated help desk scenarios like JIRA.
• Gained foundational knowledge of networking such as IP, DNS and VPN by working on it.