Santosh Chavan

Results-driven Application Support Executive with 4+ years of experience delivering L1/L2 support for mission-critical applications, managing SQL databases, and driving system reliability. Proven track record of reducing unplanned downtime by 15%, resolving 95%+ of incidents within SLA targets, and optimizing SQL workflows to improve system performance by 20%. Skilled at root cause analysis, automated monitoring, and cross-functional collaboration to ensure a seamless end-user experience.

Application Support Executive at AGS Transact Technologies Ltd. (2021-10 – Present)

• Serve as the primary L1/L2 support contact for the Empay merchant payment application, consistently resolving incidents and service requests within SLA targets with a 95%+ success rate.
• Optimized SQL database queries and backend workflows, improving overall application performance by 20% and reducing query response times significantly.
• Designed and deployed automated monitoring tools and alerting scripts, reducing unplanned application downtime by 15%.
• Conducted thorough root cause analysis (RCA) for recurring incidents and implemented preventive measures, reducing repeat incident rates.
• Collaborated closely with development and QA teams to triage, escalate, and resolve application defects, ensuring timely patch deployments with minimal business disruption.
• Strengthened application security posture by identifying vulnerabilities and enforcing tighter access controls.
• Created and maintained support documentation, runbooks, and knowledge base articles, improving overall team efficiency and onboarding speed.

Head of Banking Operations at International Forex Card Loading Currency (2012-04 – 2021-09)

• Led end-to-end banking operations for international forex card loading, ensuring accuracy and full regulatory compliance across all currency processing workflows.
• Managed financial reconciliations and discrepancy resolution, improving transaction accuracy and reducing fraud exposure.
• Implemented risk mitigation strategies and internal controls, strengthening operational security and compliance with financial regulations.
• Coordinated with technical and operations teams to maintain system stability and resolve operational issues promptly, minimizing customer-facing impact.

Bachelor of Commerce in B.Com – Mumbai University (2013)