Goutam Raj

I’m an IT Application Support Analyst with 2+ years of experience in production system support, incident management, and L1/L2 technical troubleshooting. I’ve maintained 99% SLA compliance while resolving 40+ production incidents monthly through structured log analysis and root cause investigation via Log4j.

I drive incident and outage resolution end-to-end—triaging, diagnosing, escalating, and communicating status updates—reducing Mean Time to Resolution (MTTR) by 35%. I facilitate swift service restoration by executing recovery playbooks and coordinating with development and operations teams, while establishing disaster recovery procedures and escalation runbooks.

I also strengthen the platform by implementing preventive fixes that reduced recurring system failures by 25% and optimizing performance with SQL indexing/normalization (cutting API response times by 25–30%). With Python/Flask automation modules and REST APIs, I reduced manual ticket processing by 30%, improved internal service communication by 40%, and supported SLA-compliant ITSM ticket lifecycle closure.