Shital Patil

Results-driven Application Support Engineer with 4.7+ years of experience in L2 Production Support, Incident Management, and Team Leadership. Proven track record in supporting enterprise insurance applications, resolving critical incidents affecting 30000+ users. Skilled in SQL troubleshooting, log analysis, server management, API testing, and cross-functional collaboration with development teams.

Currently leading a team of 10 Application Support Engineers at Finatics Technology Pvt Ltd, supporting mission-critical applications for IndusInd Nippon Life Insurance.

Software Engineer (Team Lead) at Finatics Technology Pvt Ltd (2021-12 – Present)

Client: IndusInd Nippon Life Insurance (Formerly Reliance Nippon Life Insurance). Supported applications: Sales Assist, Sales Assist 3 (Mobile insurance policy issuance & digital onboarding), Ekonnect (Employee attendance management), Lead Squared (CRM for lead generation & policy conversion).

• Led a team of 10 Application Support Engineers; managed ticket allocation, workload distribution.
• Provided L2 Application Support for 4 enterprise applications across a pan-India insurance sales network.
• Investigated and resolved production incidents using SQL queries (SQL Server, MySQL, MongoDB) and application log analysis.
• Coordinated with development teams for bug prioritization, hot fixes, and deployment activities.
• Performed Root Cause Analysis (RCA) for recurring production incidents; implemented corrective actions to prevent recurrence.
• Executed release validation, smoke testing, and post-deployment verification for all application releases.
• Conducted API testing and validation using Postman to support integration troubleshooting.
• Managed JBoss server restarts, log archival, and routine server health monitoring.
• Maintained SLA compliance above 98%, successfully resolving critical incidents impacting 1000+ concurrent users.
• Mentored and onboarded new team members, building team capability and reducing ramp-up time.
• Served as the primary point of escalation for client-facing incidents, earning consistent client appreciation for timely resolution.

Bachelor of Science in Computer Science – Karmaveer Bhaurao Patil College, Urun-Islampur, Shivaji University, Kolhapur (2019)

Higher Secondary Certificate – Samaj Vikas Secondary and Higher Secondary School, Sagaon, Kolhapur (2016)

Secondary School Certificate – Samaj Vikas Secondary and Higher Secondary School, Sagaon, Kolhapur (2014)