Tech Stack: Go, SQL, AWS RedShift, Splunk, Unix/Linux, REST APIs, Zendesk, Jira • Designed and developed utility programs in Go to support internal payment processing systems and improve reliability of production environments and workflows. • Integrated and maintained REST APIs, including Atlassian APIs, to track, display, and deliver client alerts on system status, improving operational health visibility for enterprise applications and accelerating issue awareness by 20%. • Queried large datasets using SQL in AWS RedShift to generate customer-specific reports, perform data analysis, and support business decision-making through Tableau dashboards. • Managed customer interactions and user management through Zendesk, supporting timely issue resolution, case ownership, and customer communication. • Improved system log observability by 40% using Splunk anomaly detection alerts, enabling proactive identification of production risks, monitoring system health, and faster incident resolution. • Investigated and triaged complex production support issues through Unix/Linux log analysis, reproduced bugs, debugged failures, and partnered with engineering teams through resolution. • Troubleshooted production issues using Splunk logs, SQL queries, JIRA tickets, and internal support tools to identify root causes and drive issue resolution or escalation. • Collaborated in incident investigations, cross-functional troubleshooting efforts, and production support escalations, maintaining issue ownership through resolution in alignment with the Software Development Lifecycle (SDLC).

Tech Stack: Python, Unix/Linux, AWS • Provided technical support for backend operational systems by analyzing logs, troubleshooting production issues, and resolving customer-impacting incidents. • Built Python automation scripts that reduced manual effort by 30% and improved process efficiency. • Executed and maintained backend automation workflows in Unix/Linux environments to support scalable operations and application support. • Developed a Selenium-based automation framework for web validation and cross-browser testing, improving process efficiency by 20%. Worked with AWS services (Lambda, DynamoDB) to support reliable backend workflows.