Jasmine Kaur
RIGHTSLINE
Toronto,ON
9
years of professional experience
Results-driven Senior Application Support Engineer with over 5 years of experience in enterprise SaaS and Capital Markets applications. Expertise in L2/L3 production support, SQL troubleshooting, incident management, and root cause analysis. Proficient in SQL Server, Linux/Unix, ServiceNow, Jira, and monitoring tools, contributing to efficient deployments and enhanced customer support.
Work History
Senior Application Support
1 Year 11 Months- Worked directly with enterprise customers to resolve high-priority production issues while maintaining SLA commitments.
- Troubleshot complex application, SQL, and data-related issues across production, test, and development environments to ensure system reliability.
- Performed root cause analysis for production incidents and collaborated with Development, QA, and Professional Services teams to implement resolutions.
- Performed root cause analysis for production incidents and collaborate with Development, QA, and Professional Services teams to implement resolutions.
- Reviewed customer enhancement requests and collaborated with Product and Development teams on feature feasibility.
- Mentored L1 team members and participated in technical interviews for Application Support Engineers.
- Managed Jira tickets, coordinated cross-functional investigations, and provided timely customer updates throughout the incident lifecycle.
- Monitored server performance metrics such as memory utilization, disk I and O rates, CPU usage.
Application Support Analyst
2 Years 8 Months- Worked in the Banking domain with the client HSBC Canada, delivering Application Support for the Capital Markets and Financial Services sector and Credit end-to-end lending sector including equity, debenture and asset management applications.
- As an Application Support Analyst at HSBC IT, Canada, I handled:
- Provided production support to HSBC global users by monitoring applications for bottlenecks with APM tools - AppDynamics, Dynatrace, ITRS Geneos. Managed stakeholder relations and collaborated with cross-regional teams (America, Europe, Asia Pacific) through regular handovers to ensure 24/7 support coverage.
- Supported Global Banking and Capital Markets Applications along with User Support through Incident management using ServiceNow. Prioritized and troubleshot user queries within specified SLA to maintain smooth business operations.
- Created and executed optimized complex SQL queries in Oracle database, enhancing decision-making for management and developers while collecting logs for troubleshooting application issues with log aggregation tools - Splunk, Grafana, ELK.
- Worked on automation of server reboot process using job creation and management in Jenkins to improve efficiency in post-patching activities.
- Performed routine application server patching activities, SSL certificate renewals, housekeeping to avoid application slowness. Created custom automation frameworks to accelerate workflow efficiency by integrating unix shell scripts.
Senior System Engineer
2 Years 5 Months- My responsibilities as a Senior System Engineer at Infosys included:
- Lead all the phases of the system development life cycle with the team. Encompassing requirement analysis for system implementation. Managing remote Windows servers for required patching and certificate renewals.
- Worked on Informatica Power Center for extraction, transformation, and loading of data from a heterogeneous source system.
- Led all the phases of the system development life cycle with the team. Encompassed requirement analysis for system implementation. Managing remote Windows servers for required patching and certificate renewals.
- Creation of custom UNIX scripts and FIX to automate various processes which significantly increased the performance and efficiency of the project. Creation, deployment and maintenance of FIX sessions, and using FIX Hub to integrate FIX sessions.
- Created custom UNIX scripts and FIX to automate processes, enhancing project performance and efficiency. Developed, deployed, and maintained FIX sessions, integrating them using FIX Hub.
- Fabricated test cases for unit and integration testing to ascertain the successful execution of the data loading process.
- Assisted juniors and newly hired colleagues in scheduling and installing job streams with extensive job dependencies using Tivoli and Control M, facilitating smoother operational workflows.
Education
PGDM - International Systems Business Analysis
PGDM - International Business Management
PGDM - Supply Chain Management
Bachelors of Engineering - Technology
Skills
ETL
Business Intelligence
Informatica PowerCenter SSMS
Technical Support Leadership
Application Support Tools
Unix
Linux Shell Scripting
SDLC and Agile Methodology
Scheduling - Control M
Autosys
Tivoli
Informatica PowerCenter SSMS
Database management
ELK Stack - Elasticsearch
Logstash
Kibana
Incident management
Active Directory
Citrix
MS Office - Word
Excel
Teams
Leadership and Management
Financial Application Support
Effective Teamwork Skills
Languages
English
Native or Bilingual
Awards
Received two Spot Awards and an Applause Awards from Infosys as the migration projects were executed and delivered to the Ameriprise onsite team flawlessly.
Community Involvement
Infosys’s Fun Team, Established and lead Infosys’s Fun Team that organized all the team outings, parties, events, and celebrations., Taught local Bengaluru college children some insights of Data Management using Oracle database, and tips for optimizing SQL query results using Indexing.
Timeline
Senior Application Support
RIGHTSLINE
08.2024 - CurrentRead More
Application Support Analyst
HSBC Canada | FDM Group
11.2021 - 07.2024Read More
Senior System Engineer
Infosys
07.2017 - 12.2019Read More
Punjabi University
Bachelors of Engineering from Technology
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NMIMS Global Access School of Continuing Education
PGDM from Supply Chain Management
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Northern College of Technology
PGDM from International Business Management
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Northern College of Technology
PGDM from International Systems Business Analysis
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