Shreya Singh

Role: Production Support Analyst
Client: Royal Bank of Canada – Digital Client Experience

Application: AVA, myDashboard, WMC Online, USWM Mobile, BGD, myGPS, myDisc, WealthBoard, Elroy and Artie, Common Services for Mobile and Online Systems

• Served as Applications SME for web and mobile applications, with a good understanding of application design and architecture.
• Monitored application health daily, proactively identified and resolved environment and application issues, and provided timely status updates to stakeholders.
• Utilized tools such as Postman, Elasticsearch, Kibana, Dynatrace, PCF/OCP4, MongoDB Compass, SQL Developer for troubleshooting, log analysis, monitoring, and delivering actionable insights.
• Led production status calls with business and product owners, ensuring alignment and transparency on critical issues and resolutions.
• Supported and coordinated key initiatives including PCF to OCP4 migration, MongoDB upgrade, Windows server migration, certificate updates, MongoDB database creation, API onboarding, release planning, and deployment activities.
• Collaborated with project teams to reduce incident volume by implementing continuous improvement strategies and proactive system optimization measures.
• Authored and maintained disaster recovery documentation, and contributed to planning and execution of DR exercises.
• Developed a thorough understanding of daily data load processes, establishing effective monitoring and error-handling mechanisms.
• Created comprehensive documentation to support knowledge transfer and reduce reliance on specific individuals.
• Managed change requests to ensure minimal disruption while maintaining high-quality standards in production environments.
• Mentored team members and collaborated with internal stakeholders to ensure seamless system operations and minimal downtime.
• Contributed to successful project deliveries by coordinating resources, managing deadlines, and aligning stakeholder expectations.
• Boosted team productivity by providing training on new technologies and best practices.
• Reduced downtime through proactive monitoring, troubleshooting, and maintenance of production systems.
• Spearheaded a robust incident management process, minimizing business impact from production issues.
• Identified and implemented process improvements by leveraging data analysis and continuous user feedback.
• Enhanced system stability by conducting root cause analyses and deploying preventive measures.
• Provided daily support for escalated tickets, working closely with business and technical leads to resolve critical issues.
• Collaborated with test, development, and requirements teams to analyze, investigate, and address recurring problems.
• Offered guidance and mentorship to junior team members, fostering a collaborative, knowledge-sharing environment.
• Ensured regulatory compliance and adherence to company policies through diligent monitoring and reporting of production activities.

Role: Infrastructure Production Support Analyst
Client: Royal Bank of Canada – Solution Acceleration and Innovation Team

• Supported key infrastructure maintenance activities including JBoss upgrades, certificate updates, server patching, server migrations, disaster recovery exercises, and application deployments.
• Performed batch monitoring to ensure timely and accurate execution of scheduled jobs.
• Managed incident, problem, task, and change management processes, ensuring swift resolution and minimal business impact.
• Continuously monitored system health and performance, proactively identifying potential issues and opportunities for optimization.
• Responded to and resolved system emergencies, including network outages and communication errors, ensuring continuity of critical operations.
• Diagnosed and resolved technical problems efficiently to maintain system stability and minimize downtime.
• Implemented and maintained IT infrastructure, including applying software upgrades, patches, and configuration updates to keep systems secure and compliant.
• Monitored microservices deployed on OCP4 (OpenShift Container Platform 4), leveraging tools such as Grafana, Dynatrace, SQL Developer, PuTTY, and Azure for troubleshooting, log analysis, and performance optimization.

Role: Production Support Analyst
Client: Deutsche Bank – Common Apps
Application: Authorization and Risk Repository Application

• Provided IT support to end users of the Authorization and Risk Repository Application, ensuring smooth and uninterrupted application operations.
• Led weekly status calls with clients, managing operational meetings and responding to customers’ technical support requirements.
• Monitored production batch jobs, troubleshooting and resolving technical issues using a range of diagnostic tools.
• Reviewed and maintained technical documentation and procedures to ensure accuracy and up-to-date knowledge sharing.
• Authored knowledge articles covering application workflows and known issues to support team knowledge transfer and onboarding.
• Utilized UNIX shell scripting to contribute to the development of internal tools and automation processes.
• Wrote complex SQL queries for application data analysis and generated reports based on client requirements.
• Developed UNIX shell scripts to automate batch jobs, scheduling them via crontab to streamline operations.
• Managed actions and updates through ticketing systems while adhering to Incident, Problem, Service Request, and Change Management processes.
• Provided on-call support to address and resolve critical issues within SLA timelines.
• Participated in Disaster Recovery testing, ensuring application resilience and readiness for failover scenarios.
• Supported code migration activities from lower environments to production, ensuring successful and compliant deployments.

Role: Production Support Analyst
Client: London Clearing House – Business Intelligence & Finance
Application: Member Reporting / Regulatory Reporting

• Collaborated with clients to analyze and discuss business requirements, ensuring alignment with reporting and regulatory needs.
• Gained a deep understanding of the application's technical and functional requirements to provide effective support and maintenance.
• Performed application maintenance and support, including code analysis, application workflow reviews, and design evaluations to enhance system reliability.
• Authored and maintained documentation covering processes, technical designs, known issues, resolutions, and conducted documentation reviews and quality checks.
• Managed Incident, Problem, Service Request, and Change Management processes to ensure smooth operations and adherence to SLAs.
• Provided regular status reporting to stakeholders on issue resolution, ongoing support activities, and system health.
• Participated in Disaster Recovery testing, validating system readiness and failover procedures.
• Handled testing and migration of UNIX & Windows scripts, Business Objects, Informatica code, and repository objects from development to production environments.
• Debugged, troubleshot, and resolved migration and production issues to minimize disruptions.
• Performed monitoring and support across Oracle and Sybase databases, UNIX and Windows servers, and BI tools such as Informatica and Business Objects.
• Wrote complex SQL queries for data verification, validation, and quality checks to ensure accurate reporting.
• Analyzed complex Business Objects reports, data sources, and universes to identify issues and optimize reporting structures.
• Engaged in development, testing, maintenance, and support using Control-M for job scheduling and monitoring.
• Monitored report batches, intraday (ITD), and end-of-day (EOD) schedules to ensure timely processing and delivery.
• Generated and delivered complex reports using various technologies and tools, meeting client requirements and adhering to SLAs.
• Worked on application performance optimization to improve system efficiency and reduce processing time.
• Provided technical on-call support for critical production issues, ensuring rapid response and resolution.

Role: Assistant Systems Engineer – Trainee

• Successfully completed intensive training programs in .NET, Java, C#, and C++, gaining foundational knowledge in software development and engineering practices.
• Developed several front-end and back-end applications as hands-on learning projects, applying knowledge of programming languages and frameworks.
• Attended technical training sessions to build a solid understanding of industry processes, development techniques, and best practices.
• Supported departmental tasks and team activities to gain exposure to real-world IT operations and project workflows.
• Demonstrated the ability to learn new technologies, tools, and processes quickly, adapting to diverse technical challenges.
• Graduated from the training program with excellent grades and recognition for strong performance.