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Nikhil S M

@nikhilsm

Application Support Engineer at PayPal who resolves production incidents and keeps SLA compliance above 99%.

At Aditi Consulting, supporting PayPal, I triage production tickets and investigate defects using backend logs and Splunk dashboards. I serve as an escalation point for P1/P2 incidents and translate technical findings into clear business-impact updates.

At MoneyGram International, I reviewed Splunk logs to investigate API failures and performance issues, and handled Sev1/Sev2 production incidents. I also wrote SQL scripts to update production data and monitor transactions.

At Conduent and Trinity Mobility, I supported production applications, monitored systems, and worked with technical teams to resolve issues. My experience includes Java-based applications for Police Control Room systems and SQL and PL/SQL troubleshooting.

Experience

Work history, roles, and key accomplishments

Senior Application Support Engineer

Aditi Consulting

Mar 2025 - May 2026 (1 year 2 months)

Triage production support tickets and escalate critical issues to engineering within an hour. Diagnose root cause of production defects by reviewing backend logs and Splunk dashboards, and act as primary escalation point for high-severity incidents.

Splunk Jira ServiceNow Incident Management Root Cause Analysis Escalation Management Stakeholder Communication

IT Operations Analyst II

MoneyGram International

Mar 2024 - Jan 2025 (10 months)

Review Splunk logs to identify and resolve API call failures and performance issues across close to 25 incidents a day. Handle Sev1/Sev2 crisis-level production issues, opening bridge calls within 30 minutes of escalation and leading cross-functional teams through resolution.

Splunk SQL Incident Management Bridge Call Facilitation Change Management Production Support

IT Operations Analyst I

Conduent

Aug 2021 - Mar 2024 (2 years 7 months)

Debugged application errors using structured troubleshooting methods to keep systems running. Wrote and ran SQL and pgAdmin queries to review, update, and maintain production data, and managed support tickets within SLA using ServiceNow.

SQL PgAdmin ServiceNow Troubleshooting Incident Management SLA Management

Project Engineer

Trinity Mobility

Sep 2018 - Aug 2021 (2 years 11 months)

Deployed client-server application builds to production servers for Police Control Room systems. Monitored server-client applications and system alerts around the clock to guarantee uninterrupted operations in an emergency-response context.

Deployment Monitoring Troubleshooting Java Incident Management Escalation Management