Jai De la Torre

Experienced Application Support Engineer with 8 years of expertise in managing production support, incident resolution, and service requests within SLA standards. Strong background in ITIL-based processes, log analysis, and system troubleshooting to maintain high application availability and operational reliability.

Senior Application Support Engineer - Seven Seven Global Services

(2023-10 - 2026-03)

• Production Stability & Optimization: Ensure high availability of enterprise applications while maintaining SLA compliance.
• Incident & Root Cause Management: Perform log analysis, technical investigations, and troubleshooting to support faster incident resolution and improved service reliability.
• Monitoring & Observability: Utilize Dynatrace for application monitoring and AWS CloudWatch Logs Insights for log analysis, issue investigation, and performance monitoring.
• API Monitoring & Troubleshooting: Perform API request and response log analysis to diagnose transaction failures, integration issues, and application errors. Monitor and analyze API transactions using IBM API Connect – API Manager to support issue investigation and resolution.
• Stakeholder Collaboration: Work closely with Development and L3 teams to resolve production incidents and high-priority issues within SLA targets.
• Data Validation & Reporting: Execute SQL queries for data validation, incident investigation, and reporting requirements.
• ITIL Process Support: Support Incident, Problem Management, Change Management, and Service Request activities following ITIL best practices.

Software Engineer – L2 Application Support - HCL Technologies

(2018-07 - 2023-09)

• Application Monitoring & Reliability: Monitored enterprise systems using AppDynamics, Splunk, and AWS CloudWatch to sustain operational stability.
• Operational Excellence: Delivered consistent preventive and corrective maintenance with full compliance to internal KPIs.
• SQL & UNIX Support: Developed SQL scripts and performed UNIX-level maintenance for production applications.
• Incident Management: Resolved escalations from L1 and coordinated with L3 vendors, supporting reduced turnaround times.

Junior Infrastructure Engineer - INDRA SISTEMAS S.A

(2016-10 - 2018-06)

• Infrastructure Support: Maintained and restored UNIX-based applications during production incidents.
• Change & Incident Governance: Supported ITIL-based processes and RCA documentation.
• Vendor Coordination: Assisted in resolving escalated system and infrastructure issues.

Bachelor of Science - Information Technology - POLYTECHNIC UNIVERSITY OF THE PHILIPPINES, Santa Maria Bulacan Campus (2012-06 - 2016-04)