Shubham Bhalerao

I’m a results-driven Senior Technical Support Engineer with 6+ years of experience delivering high-impact production support in Healthcare IT and embedded finance environments. I focus on measurable reliability outcomes—resolving 90%+ of P1/P2 incidents and keeping SLA adherence above 95% through disciplined ITSM governance.

In my current role at Altera Digital Health, I lead L2 production support for enterprise Healthcare IT platforms serving hospital networks and B2B partners across North America and APAC. I resolve high-volume incidents using advanced SQL scripting and API integration debugging, while maintaining 90%+ first-contact resolution across complex distributed systems.

I build operational visibility and reduce time-to-detect by creating real-time transaction monitoring dashboards in Power BI with custom SQL queries, improving MTTD for latency issues by 35%. I also automate 15+ recurring support workflows using Python and Linux shell scripting, cutting manual intervention by 30% and easing operational bottlenecks.

I bridge engineering and operations to keep systems enterprise-grade and aligned with critical standards for patient safety and financial transactions. I author RCAs and knowledge base articles that reduce repeat incidents by 25%, mentor L1 analysts on SQL debugging and API tracing, and collaborate with engineering and product teams to implement hotfixes for critical outages.