Uma Gautam

6+ years of experience in Production Support and Application Support Engineering within retail banking and healthcare domains. Expertise in Level 2/Level 3 production support, incident management (P1/P2), and root cause analysis (RCA). Strong experience troubleshooting microservices, UI layers, and distributed systems.

Skilled in log analysis, performance tuning, and integration failure resolution. Hands-on experience with Linux, SQL, monitoring tools (Splunk, Dynatrace, AppDynamics), and CI/CD pipelines.

Experience supporting digital platforms and cloud-based applications (Google App Engine). Proven ability to reduce downtime, improve system stability, and meet strict SLA requirements. Active contributor to Agile/Scrum ceremonies, user stories, and technical documentation.

System Support Specialist Sr. - BNY - Pittsburgh, PA

(2023-07 - 2026-03)

• Provide Level 2/Level 3 production support for critical accounting and digital platform applications.
• Manage P1/P2 incidents within 2–4 hour SLAs, ensuring minimal business disruption.
• Troubleshoot issues across microservices architecture and UI layers.
• Analyze logs, system performance issues, and integration failures using Splunk, Dynatrace, and AppDynamics.
• Perform root cause analysis (RCA) and implement permanent fixes to prevent recurrence.
• Support application deployments and environment troubleshooting (DEV, QA, UAT, PROD).
• Monitor and support applications hosted on Google App Engine, ensuring performance and availability.
• Collaborate closely with business users and stakeholders to triage and resolve production issues.
• Ensure compliance with banking regulations and internal audit requirements.
• Work with APIs using Swagger/OpenAPI for validation and troubleshooting.
• Contribute to user stories, documentation, and Agile ceremonies.
• Mentor new hires and improve onboarding processes.

System Support Specialist Sr. - PNC Bank - Pittsburgh, PA

(2020-07 - 2023-07)

• Delivered Level 2/Level 3 support for retail banking HR and digital applications.
• Troubleshot application defects across backend services and UI components.
• Led root cause analysis for critical production issues, reducing repeat incidents.
• Supported multi-environment deployments (DEV, QA, UAT, PROD) and release cycles.
• Analyzed logs, database queries, and performance bottlenecks using Splunk and Dynatrace.
• Performed Linux administration and ETL/Workday job scheduling.
• Maintained and optimized MySQL databases, including backups and performance tuning.
• Coordinated SSO certificate upgrades and ensured compliance with enterprise standards.
• Collaborated with business teams for issue triage and resolution.
• Participated in Agile/Scrum ceremonies and contributed to user stories and documentation.
• Received Runner-Up Awards (2x) for outstanding performance.

Application Developer - Ideal Homecare Agency LLC - Pittsburgh, PA

(2017-07 - 2019-12)

• Designed and developed Java-based web applications using Spring framework.
• Built and supported multi-tier applications (UI, business logic, database layers).
• Troubleshooting and resolving application defects and performance issues.
• Developed and tested applications deployed on Google App Engine environments.
• Developed secure systems with protection against SQL injection vulnerabilities.
• Created database schemas using TOAD Data Modeler.
• Developed front-end using JavaScript, jQuery, HTML, CSS.
• Participated in Agile Scrum processes and technical design discussions.
• Produced technical documentation, diagrams, and workflows.

M.S. - Software Engineering - Pennsylvania State University

B.S. - Information Science and Technology - Pennsylvania State University