Production Support & Incident Management Engineer at American Express

Led incident response to 100+ high-severity incidents in a 24/7 production environment, coordinating cross-functional teams to restore services quickly and drive root-cause analysis (RCA). Reduced system downtime by 30% through proactive monitoring, RCA ownership, and implementation of permanent fixes. Applied ITIL/ITSM processes to standardize production support workflows. Defined and tracked SLIs/SLOs for key services to align with business SLAs. Designed alert strategies in Splunk, Dynatrace, and Grafana, reducing alert noise and MTTR. Led Post-Implementation Validation automation, saving 200+ man-hours across 100+ apps. Ensured smooth execution of batch scheduling jobs and production workflows, eliminating delays and data mismatches. Provided DB & platform support with SQL/PL-SQL for PostgreSQL and Oracle. Supported Spring Boot/J2EE applications, identified performance bottlenecks, and coordinated fixes with development teams. Managed secure file transfer operations by renewing 100