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About

ITSM and Service Operations professional with 9 years of experience across Incident Management (IM), Major Incident Management (MIM), Problem Management (PM) and Change Management (CM), with 5 years of hands-on Java backend engineering experience. Experienced in P1/P2 incident coordination, bridge/war-room management, stakeholder communication, SLA/OLA tracking, service restoration, RCA, corrective/preventive actions, CAB/ECAB governance, implementation/rollback planning and post-incident reporting.

Experience7

  1. Java Backend Developer / Technical Production Support

    Mar 2022 — Present

    Tata Consultancy Services

    Develop and support Java/Spring Boot backend services for enterprise BFSI applications and troubleshoot production issues. Build and maintain REST/SOAP integrations, microservices, JWT-secured APIs and backend business logic. Analyze production failures using application logs, database queries, monitoring data and API behaviour; coordinate with resolver teams. Support deployments, production validation and technical recovery activities using Docker, OpenShift, Jenkins and cloud platforms.

    • Selected project references: Northern Trust Asset Management, Fairstone CSW/CDW Loan Management, Citibank Branded Cards and Frost Bank CMM Migration.

  2. Java Backend Developer / Application Support

    Mar 2020 — Mar 2022

    UST Global

    Developed and supported Java/Spring Boot backend APIs, business logic, authentication and database integration. Performed technical troubleshooting, defect analysis, production validation and release support.

    • Selected project references: BOSCH PR Allocation System and LEGATO Healthcare.

  3. Problem Management / Incident Management

    Jan 2018 — Mar 2020

    Infosys Pvt. Ltd.

    Supported production incident analysis, escalation and service restoration for enterprise applications. Identified recurring incidents and supported creation, investigation and follow-up of Problem records. Coordinated RCA evidence from application teams, logs, database analysis and monitoring information.

    • Project reference: HSBC Consumer Communication Retail — supported email/SMS communication services, transaction notification processing, batch restructuring and backend optimization.

  4. Change Management / Production Support

    Jan 2017 — Jan 2018

    Tech Mahindra

    Supported application changes through impact/risk review, implementation coordination, validation and rollback planning. Coordinated development/support teams during release windows and post-deployment validation.

    • Project reference: MasterCard Offer Management — transaction/inventory services, CI/CD and defect resolution.

  5. Incident Management / Change Management

    Feb 2016 — Jan 2017

    Capgemini Pvt. Ltd.

    Handled application incidents, technical escalations, production-support coordination and change implementation activities. Coordinated resolver teams, deployment activities and validation and maintained operational records.

  6. Problem Management / Production Support

    Oct 2014 — Dec 2015

    Infosys Pvt. Ltd.

    Performed application incident analysis, technical troubleshooting and recurring-issue investigation. Supported corrective actions, production validation and problem follow-up with technical teams.

  7. Incident Manager / Major Incident Manager

    Dec 2011 — Oct 2014

    Career In Tech

    Coordinated production incidents from detection through restoration, validation and closure, with focus on business impact and service availability. Handled high-impact incidents by coordinating bridge/war-room activities, assigning technical owners and maintaining action/timeline tracking. Managed stakeholder communication and escalation during major incidents and tracked progress against agreed SLA/OLA expectations.

Projects1

Education3

  • MBA Finance

    2024 — 2026

    Sikkim Manipal University

  • Master in Computer Management (MCM)

    2009 — 2011

    Pune University

  • B.Sc. Botany

    2006 — 2009

    Pune University

Certifications2

  • ITIL V-4

    2026

    SEI

  • AWS architect

    2024

    AWS