Brijesh Shettigar

I’m a customer-focused Application Support/Production Operations Engineer with 4.6+ years of experience supporting large-scale enterprise and telecom platforms in high-volume, SLA-driven environments. I specialize in incident management, production troubleshooting, system monitoring, and root cause analysis (RCA) across distributed microservice-based architectures.

In my L2 role at Jawwy Operations Technologies (TCS), I maintain high-availability production services for 2M+ telecom subscribers across 14+ integrated applications spanning front-end, order management, and charging systems. I manage 130+ weekly incidents via SMAX ITSM, achieving 95%+ SLA compliance while reducing Mean Time to Resolution (MTTR) by 25%.

I lead operational improvements that prevent recurring failures—using Grafana metrics, ELK logs, and SQL diagnostics to pinpoint systemic issues. I also support high-impact deployments, including contributing to the Jawwy platform Go-Live and independently resolving 30% of incidents without L3 escalation through stronger validation and workflow improvements.

Across projects, I’ve built automation (Python and SQL) to detect failed, incomplete, and stuck order transactions, and I’ve designed monitoring dashboards and alerts in Grafana to track application performance and transaction flows. I’m also an operational lead who has led a team of 8+ support engineers, driving knowledge sharing and faster resolution through strong documentation and troubleshooting guides.