At Papaya Global Pvt Ltd, I supported a global SaaS payroll platform, maintaining 95%+ SLA adherence while handling 30–40 high-complexity tickets daily.
I investigated production issues with Datadog, Coralogix, and SQL, and partnered with Product Engineering on root cause analysis and defect escalations.
I also developed SOPs and knowledge base articles that reduced recurring incidents by 20–25%. For Sev1 incidents, I served as a critical incident lead and handled them with an average MTTR under one hour.
At Mavertech Technologies Pvt Ltd, I supported enterprise clients with application, database, configuration, and integration issues. I standardized support workflows and documentation, tracked bugs through Jira to deployment, and served as the primary L1 escalation point.
