Rashmi Narkhede.

Results-driven Technical Operation Engineer with 3+ years of experience supporting high-volume, business-critical applications across on-prem environments. Expertise in incident management, root cause analysis (RCA), and SLA-driven support, ensuring high system reliability and minimal downtime. Skilled in Linux/Unix, SQL, log analysis, and monitoring tools to resolve production issues and reduce MTTR.

Proven ability to automate tasks, prevent recurring incidents, and improve system reliability and performance through proactive monitoring and continuous improvement. Managed client expectations and ensured the successful delivery of services and projects within agreed timelines.

Technical Operation Engineer - Ubona Technology - Thane

(2025-10)

• Monitored and maintained production systems and enterprise applications for Kotak Mahindra Bank, ensuring high availability, stability, and optimal performance of critical business services.
• Performed proactive system monitoring, incident management, and log analysis to identify, troubleshoot, and resolve application and infrastructure issues.
• Supported Linux-based production environments, web servers, and databases, ensuring minimal downtime and adherence to SLA commitments.
• Collaborated with development, infrastructure, and support teams to analyze new business requirements, perform testing, and facilitate successful application deployments.
• Conducted root cause analysis (RCA) for production incidents and implemented corrective actions to prevent recurrence and reduce MTTR.
• Coordinated with internal stakeholders and clients to provide timely updates on incidents, service requests, and project deliverables.
• Created, modified, and managed IT IVR (Interactive Voice Response) prompts, including prompt deployment, deletion from servers, and post-implementation testing to ensure accurate customer communication and service functionality.
• Developed and implemented basic Shell scripts in production environments to automate routine operational tasks, reduce manual effort, minimize human errors, and improve operational efficiency.
• Maintained operational documentation, incident reports, and performance metrics to support continuous service improvement.

IT Executive Operations - Quess Corp Limited - Navi Mumbai

(2023-12 - 2025-08)

• Delivered Level 1 technical support for enterprise retail applications, serving as the first point of contact for application-related incidents and service requests.
• Resolved user-reported issues through ticketing systems, ensuring timely response and adherence to SLA requirements.
• Assisted end users with software installation, configuration, upgrades, and troubleshooting to maintain business continuity and user productivity.
• Collaborated with Level 2 support, infrastructure, and development teams to investigate complex technical issues and ensure prompt resolution.
• Performed routine operational checks, application validation, and service monitoring to maintain system availability and stability.
• Provided regular updates to users and stakeholders regarding ticket status, issue resolution progress, and service availability.
• Participated in 24/7 on-call support rotations, ensuring continuous support coverage for critical business application.

L1 Application Support Engineer - ACL Digital - Navi Mumbai

(2023-01 - 2023-12)

• Delivered technical support for business-critical applications used in retail operations.
• Maintained accurate incident logs and ticket documentation.
• Assisted with database management and query troubleshooting.
• Worked with internal teams to optimize application performance and reliability.

Master of Science - Statistics - KBCNMU (Kavayitri Bahinabai Chaudhari North Maharashtra University) (2022)

Bachelor of Science - Statistics - MJ College (Moolji Jaitha College) (2020)