Shweta Mundhe

I’m a Production Support Engineer with 4.4 years across B2B and B2C payments SaaS and capital markets, focused on resolving complex payment failures end-to-end and keeping services within defined SLAs.

In my role, I support transactions for 75+ merchants across Canada and the USA, resolving 800+ support tickets (~45% of total volume) with a 1-hour First Response Time and 92+ CSAT since May 2023.

I investigate issues from transaction initiation through bank file generation and bank responses across ACH, EFT, Card, PayPal, and Mastercard. I handle P1/P2 incidents through detection to resolution—coordinating with engineering, infrastructure, and banking teams, performing root cause analysis, and keeping clients updated throughout.

I also strengthen prevention and visibility: I debug PayPal and Mastercard API integrations, run medium-to-complex SQL queries in MySQL for error log investigation, and build Power BI dashboards using DAX to track real-time transaction volumes. I own parts of client onboarding through demo-to-production go-live and document SOPs to improve team response consistency and reduce repeat escalations.