Pradeepa Chandran

Application Support Analyst with 1.5+ years of experience in Production Support, Incident Management, Application Monitoring, IT Operations, AWS Cloud, Oracle SQL, Unix/Linux, AppDynamics, Autosys, ServiceNow, and ITIL Service Management. Supporting mission-critical banking applications within 24x7 global production environments, managing P1/P2 incidents, batch processing, application availability, and operational stability. Proven ability to troubleshoot complex production issues, perform root cause analysis, collaborate with cross-functional teams, and deliver high-quality support for enterprise-scale banking platforms across Asia, North America, Europe, and the United Kingdom.

Application Support Analyst - Citicorp Services India Pvt. Ltd.

• Chennai

(2024-12 - 2026-05)

Project: Strategic Solar Domain: Supporting enterprise banking applications responsible for transaction processing, operational workflows, customer servicing, financial data management, regulatory compliance, and business-critical operations across global markets. The environment required high application availability, stringent SLA adherence, real-time monitoring, incident management, and continuous operational support to ensure seamless banking services.

Project Overview: Strategic Solar is a business-critical global banking application hosted on AWS cloud infrastructure, supporting transaction processing, operational workflows, and enterprise banking services across multiple international markets. The platform requires 24x7 production support, application monitoring, incident management, batch processing, and operational governance to maintain high availability, ensure business continuity, and support seamless banking operations for global stakeholders. The role involved supporting application stability, resolving production incidents, monitoring system performance, and collaborating with cross-functional teams to deliver reliable and efficient banking services.

• Delivered L1/L2 production support for mission-critical banking applications operating within a 24x7 global environment, ensuring high application availability, operational stability, and uninterrupted business services across multiple regions.
• Managed the complete incident lifecycle for P1–P4 production incidents, including incident triaging, impact assessment, stakeholder communication, escalation management, troubleshooting, service restoration, and post-incident follow-up while consistently meeting SLA commitments.
• Collaborated closely with Development, Infrastructure, Database Administration (DBA), Cloud Operations, and Business Support teams during critical production outages to accelerate issue resolution and minimize business impact.
• Performed in-depth analysis of application, audit, middleware, and server logs using Unix/Linux utilities to identify root causes, troubleshoot production issues, and corrective and preventive actions.
• Utilized AppDynamics and application monitoring tools to proactively monitor system performance, identify potential bottlenecks, detect anomalies, and escalate production risks.
• Executed, monitored, and validated critical End-of-Day (EOD) and Start-of-Day (SOD) batch processes through Autosys, ensuring successful completion of business-critical workflows, data processing activities, and operational schedules.
• Developed and optimized Oracle SQL queries utilizing joins, subqueries, analytical functions, and set operators to support incident investigations, data validation, reconciliation activities, operational reporting, and business analysis requirements.
• Partnered with stakeholders across the Asia, US, UK, and European regions, providing timely incident communications, resolution updates, risk assessments, and escalation support to ensure transparency and effective service delivery.
• Supported production deployments, release management activities, change implementations, and Disaster Recovery (DR) exercises to strengthen platform resilience, business continuity, and operational readiness.
• Authored and maintained Standard Operating Procedures (SOPs), knowledge base articles, troubleshooting guides, and operational documentation, improving support efficiency, accelerating issue resolution, and enhancing knowledge sharing across teams.
• Participated in bridge calls for high-severity incidents, facilitating communication between technical and business teams while ensuring timely updates, decision-making, and coordinated recovery efforts.
• Contributed to continuous service improvement initiatives by identifying recurring issues, supporting root cause investigations, and recommending process enhancements to improve application performance and operational effectiveness.

Master of Commerce - Commerce - A.V.C College of Arts and Sciences (2022 - 2024)

Bachelor of Commerce - Applied - Annai College of Arts and Science (2019 - 2022)