Bikram Ray

Provide L2 production support for a fleet-safety platform with 24/7 incident handling and daily production health checks. Troubleshoot application and infrastructure issues by correlating logs across nodes, optimizing SQL for validation and investigation, and performing UNIX/Linux diagnostics. Monitor scheduled workflows, use AWS services to retrieve and validate objects/files, and manage incident and change tracking through JIRA while supporting production investigations using Splunk, Postman, and Mixpanel.

Delivered production/application support for a financial regulatory client, providing L1/L2 help based on incident priority to meet SLA. Monitored daily application health and batch processing, identified recurring problems, and raised change requests with supporting information to engineering. Coordinated with scheduling teams, supported 24/7 operations, maintained a problem book, and prepared resolution documents for ongoing investigations.

Supported production applications for a healthcare client by monitoring automated workflows, handling incidents, and providing ticket status updates. Performed validation, conversion, and audit/reject diagnostics for scheduled processing, escalating to development when needed. Managed incident prioritization, maintained documentation for troubleshooting and resolutions, and supported ongoing operational maintenance and monitoring.

Provided L2/L3 production and application support for a banking client, handling P1/P2/P3 incidents and production alerts. Performed server health checks and monitored scheduled jobs, conducting log analysis to troubleshoot and isolate issues. Documented incidents from initial report through escalation, RCA, and resolution, and coordinated with teams for change requests and SLA compliance.