Ritesh Kumar

Results-driven Application Support Engineer with 3 years of experience in L1/L2 application support, banking production support, incident management, and AI-powered chatbot development. Experienced in troubleshooting enterprise applications, SQL/PL-SQL, server monitoring, log analysis, and ticket-based issue resolution. Hands-on experience with Generative AI, ChatGPT, Prompt Engineering, NLP, and LLM-based chatbot development.

Familiar with REST APIs, JSON, Postman, Microsoft 365, and AI productivity tools.

Application Support Engineer - Freelancing - Maharashtra, Pune

(2025-12)

• Developed banking domain chatbots using NLP and LLM-based models. Designed conversation flows and optimized prompts for accuracy
• Successfully built an LLM-powered banking chatbot that reduced support tickets by 20–30

Application Support Engineer - Digitide Solution Ltd. - Maharashtra, Pune

(2023-09 - 2025-12)

• Managed multiple banking servers with full L1/L2 ownership.
• Provided production support for banking transaction processing applications, ensuring zero-downtime for card payment workflows.
• Investigated API-related issues using Postman and validated JSON responses.
• Executed PL/SQL queries to validate transaction data, verify record integrity, and assist in root cause analysis during production incidents on banking databases.
• Worked in an Agile environment, contributing to sprint planning, defect tracking, and daily stand-up meetings.
• Logged, tracked, prioritized, and resolved incidents using Service now /Jira while maintaining SLA targets.
• Provide excellent written and verbal communication while handling front-end customer interactions.
• Supported enterprise users by troubleshooting application configuration and user access issues.
• Diagnosed high-priority incidents using Identified root cause of recurring issues and recommended fixes.
• Monitored server performance and contributed to optimizing system stability. Communicated with banking clients for issue updates and documentation.

Software Engineer - Digitide Solution Ltd. - Maharashtra, Pune

(2023-05 - 2023-08)

• Performed basic monitoring of banking servers and system health checks.
• Handled L1 issues including initial investigation and log verification. Worked on ticket creation, escalation, and coordination with senior teams.
• Assisted in resolving production-level incidents. Responded quickly to system alerts and ensured proper reporting.
• Generated SLA report and dashboards using CRM analytics tools to track performance metrics and identify trends.

B.E./B.Tech - CSE (Internet of Things) - Chandigarh University (2018 - 2022)