Swapnil Mishra

Operations Associate

India4 yrs 1 mo experience

Highly Stable

Key Highlights

Expert in L2/L3 production support for SaaS applications.
Proficient in API troubleshooting and incident management.
Achieved over 99% SLA adherence in production systems.

Stackforce AI infers this person is a SaaS Application Support Engineer with a strong focus on operational reliability and incident management.

Contact

Skills

Core Skills

Application SupportApi TroubleshootingIncident Management

Other Skills

Application Support (L2/L3 Production Systems)SaaS Application SupportAPI Troubleshooting & Production API Triggering (Postman)Incident Management & Root Cause Analysis (RCA)Monitoring & Observability (Instana, Cloud Logs)Database Issue ResolutionBackend Debugging (Node.js)Production SupportService Health MonitoringTechnical TroubleshootingIncident Triaging & PrioritizationStakeholder CommunicationCloud log AnalysisOperational EfficiencyDatabase Performance Tuning

About

As an Application Support Engineer at IBM, I specialize in providing L2/L3 production support for SaaS-based, cloud-hosted applications with strict SLA and uptime requirements. My role involves real-time monitoring, incident response, and cross-layer troubleshooting to ensure application availability, API stability, and backend reliability, leveraging tools like Postman for API triggering and validation. With a Bachelor of Technology in Information Technology from NMIMS, my expertise includes API troubleshooting, root cause analysis, and incident management. I am passionate about operational reliability and continuously aim to contribute to building stable and scalable customer-facing platforms.

Experience

4 yrs 1 mo

Total Experience

4 yrs 1 mo

Average Tenure

4 yrs 1 mo

Current Experience

Ibm

Application Support Engineer – SaaS (L2/L3 Production Systems)

Apr 2022 – Present · 4 yrs 1 mo · Remote

Providing L2/L3 production support for SaaS-style, cloud-hosted, customer-facing applications with strict SLA and uptime requirements. Responsible for ensuring application availability, API stability, and backend reliability through real-time monitoring, incident response, and cross-layer troubleshooting across backend services, databases, and cloud infrastructure.
Key Responsibilities & Impact :-
Handle Sev-1 and Sev-2 production incidents, ensuring rapid recovery and minimal business impact.
Trigger and validate production APIs using Postman for operational checks, troubleshooting, and fix verification.
Perform detailed root cause analysis (RCA) by correlating logs, API behavior, backend Node.js flows, and database states.
Monitor application and server health using Instana and cloud logs to detect latency, errors, and performance degradation.
Use ServiceNow and Jira for incident lifecycle management, SLA tracking, escalations, and RCA documentation.
Conduct database analysis using Workbench and DBeaver to resolve data inconsistencies impacting APIs.
Collaborate with development, QA, and infrastructure teams to deploy permanent fixes and reduce recurring incidents.
Contribute to MTTR reduction and maintain >99% SLA adherence for production systems.