Ramit Basra

Application Support Specialist @Wiiisdom

CA

Manage 30–40+ active tickets weekly in SaaS environments, maintaining SLA compliance above 95%.• Lead investigation and resolution of Sev2/Sev3 incidents and perform detailed Root Cause Analysis (RCA).• Troubleshoot REST API failures, authentication issues, SSL/TLS errors, and HTTPS endpoint misconfigurations.• Execute SQL queries to validate transactional data and resolve data integrity issues in production.• Perform Linux server-level troubleshooting, including log analysis (/var/log), service restarts, process monitoring, disk utilization checks and network diagnostics.• Automated provisioning and deployment of Apache Tomcat servers using Ansible across Linux environments.• Reduced manual deployment efforts by ~70% through infrastructure-as-code automation.• Configured Prometheus scrape jobs for node-level metrics using Node Exporter and application-level monitoring for Tomcat-based services.• Gained hands-on exposure to Dynatrace for monitoring application performance, error rates, and infrastructure metrics to support incident management, problem management, and system stability.• Reduced recurring production incidents by 30% through proactive monitoring and documentation.• Accelerated RCA turnaround time by 40% using structured log analysis and issue reproduction methodologies.• Collaborate with Engineering and DevOps teams during deployments and hotfix releases.• Created and maintained 50+ knowledge base articles and troubleshooting playbooks.