Investigated and resolved production issues, performing root cause analysis and implementing permanent fixes. Managed and prioritized incident and defect fixes to ensure timely resolution and adherence to defined SLAs. Monitored ticket queues proactively to prevent SLA breaches, escalating issues when necessary to maintain service quality. Collaborated with cross-functional teams to streamline issue triage and resolution workflows, reducing turnaround time. Consistently maintained high SLA compliance, minimizing penalties and contributing to overall cost savings and client satisfaction. Enhanced operational efficiency and profitability by reducing SLA violations and improving first-time resolution rates. Developed reports and dashboards to track SLA performance metrics, enabling data-driven decision-making. Analyzed and understood Functional Specifications Documents, acceptance criteria, and business requirements to design and implement scalable solutions. Actively participated in daily stand-ups, retrospectives, and sprint demos to communicate progress and showcase delivered functionality.

Designed letter and email templates using JasperSoft for automated document generation. Developed Java applications and SQL scripts to automate batch jobs for retrieving data from databases and populating forms for email and letter generation. Designed and implemented forms to streamline data population and improve document generation efficiency. Participated in manual testing by executing test steps, validating outcomes, and collaborating with developers to resolve discrepancies.