Prajwal Shetty

Operations Associate

Karnataka, India6 yrs 5 mos experience

Highly Stable

Key Highlights

Expert in incident management and API troubleshooting.
Proven track record in maintaining high SLA compliance.
Strong documentation skills for internal and client-facing guides.

Stackforce AI infers this person is a SaaS Application Support Engineer with strong incident management and API integration skills.

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Skills

Core Skills

Incident ManagementApi Debugging

Other Skills

Amazon Web Services (AWS)Cascading Style Sheets (CSS)Customer Satisfaction (CSAT)Data AnalysisDatabasesDebuggingDevOpsDocumentationGitHubGoogle DocsGrafanaHTMLIntegrationJSON/XMLJira

Experience

Ocrolus

Application Support Engineer

Aug 2024 – Present · 1 yr 7 mos · India · Remote

Manage incidents in a high-availability setup, ensuring SLA compliance and minimal downtime.
Monitor OCR workflows using PagerDuty, logs, and metrics; perform root cause analysis.
Troubleshoot API issues (JSON/XML, auth flows, payloads); ensure seamless integration.
Collaborate with DevOps, support onboarding, configure document types, and test new releases.
Maintain <10s MTTA, <5m MTTR for 300+ monthly alerts; resolve 50+ support cases/month.
Create internal docs and client-facing guides to streamline troubleshooting.
Skills: Incident Management,SQL, API Debugging, Redash, JSON/XML, PagerDuty, OCR, DevOps, Documentation, SLAs

Incident ManagementSQLAPI DebuggingRedashJSON/XMLPagerDuty+4