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⚠ Major incident ⚠
Production incident detected
Markets are open. Customer-impacting services require immediate triage.
5
Incident triage in progress
Triage. Diagnose. Restore. Validate.
> checking production environment .... OK
> checking SLA compliance ............ OK
> checking on-call readiness ......... OK
> checking API connectivity .......... OK
> checking monitoring stack .......... OK
> checking database health ........... OK
> loading engineer profile ........... DONE

Production Application Support · Dubai, UAE

Production issues, owned through resolution.

I'm Udikha Patsa, an Application & Production Support Engineer with 7+ years of experience supporting business-critical banking, trading, healthcare and SaaS platforms. I work across incident response, application monitoring, API troubleshooting, database diagnostics, RCA, release validation and 24×7 production operations.

Now in Dubai, open to Application Support / Production Support / NOC / Incident Management Engineer opportunities across the UAE.

Email me WhatsApp me LinkedIn Call
0
Years in production support
0
Industries: trading · banking · health care
24×7
Production coverage & on-call
Reading as:

// this page adapts to whoever's reading. Pick your seat.

Experience across Wio BankWio SecuritiesCloud4COptumAster DM HealthcareDubai Health Authority

Owned and drove production incident recovery end-to-end, from initial triage and technical diagnosis through service restoration and RCA.

// I don't just monitor and escalate — I drive incidents to recovery: monitor → investigate → coordinate → restore → validate → learn.

Track record
ITSM Ownership
Incident, problem & change management across production environments
Reduced Escalations
Lowered recurring client escalations through structured root-cause analysis
Operational Efficiency
Improved support efficiency by automating repetitive operational tasks
10+ Mentored
Guided and mentored team members through technical and operational challenges across different services
Cross-Functional
Worked closely with Development, QA, DevOps, SRE, Product, Operations, Customer Care and external vendors
24×7 Ready
Hands-on production support and on-call experience for business-critical applications
System status · live Role: Technical Application Support · Dubai, UAE
Production SupportOperational24×7 support · incident ownership · SLA
Incident ResponseReadytriage → investigate → restore → validate
Problem ManagementActiveRCA · recurring issue analysis · corrective actions
ITSM & DocumentationAlignedITIL 4 · ServiceNow · Jira · Confluence · Ivanti · BMC
Monitoring StackLiveGrafana · Kibana · Datadog · Dynatrace
API & IntegrationsHealthyREST · Postman · Curl · Swagger · OAuth 2.0
Database DiagnosticsAvailableMongoDB · PostgreSQL · SQL Server · Oracle
Cloud & MicroservicesRunningAzure · AWS · Docker · Kubernetes
Payments & TradingMonitoredStripe · Mambu · GTN OMS · ADX · DFM
Cross-Team CollaborationFlowingDev · QA · DevOps · SRE · Product · Vendors
AutomationActivePython · Bash · Shell
AI-Assisted SupportEnabledChatGPT · Claude · troubleshooting · automation · RCA drafting
On-Call ReadinessReadyincidents · escalation · stakeholder communication
Current status: production-ready. Evidence before escalation.
Incident simulation

Four incidents. Driven to resolution.

Four production scenarios based on real support environments — from alert and triage through investigation, escalation, recovery, and validation.

Queue: 4 openAvg resolution: 3.0s, dramatizedMood: calm under pressure
Diagnostic tool

Ask WHY until production talks.

Root-cause analysis, the support-engineer version. Pick an incident, press once, and watch the chain run from symptom to root cause to corrective action.

The 5 Whys machine

WHY × 0
Ops room

Dashboards speak before incidents do.

Anyone can list monitoring tools on a CV. This is the support-engineer version: detect the signal, investigate the impact, stabilise the service, and validate recovery.

Tool 1/2Live production support dashboard press the stabilise service button, watch the service recover
OPS_ROOM / Application support overview System: degraded
API success rate
last 8 intervals · degradation detected
100 95 90 91.0 T1 T2 T3 T4 T5 T6 T7 T8 Owned triage
Incidents / alerts
trend: elevated · investigation required
T1T2T3T4T5T6T7T8
Recovery
SLA compliance
82%
at risk during the current incident
Open incidents
7
multiple alerts requiring correlation
MTTA
18m
signal-to-acknowledgement needs improvement
Dependency health
Degraded
downstream latency elevated
My readThe traffic pattern is normal, but API success is falling while alerts are increasing. The evidence points to a downstream dependency rather than a capacity problem. Next step: correlate monitoring, logs and affected transactions before escalating.

Interactive support simulation. Metrics are illustrative and demonstrate the investigation workflow rather than real incident performance.

Tool 2/2Before / after incident workflow drag the divider, the handle or the slider
Before
⚠ Reactive support
IncidentOwnerStatusSLA
API timeout?investigating?at risk
Payment failuresupport / dev?waiting for logsunclear
Trading alertvendor?escalated again45m
KYC failuremultiplealmost fixed??
unclear ownershipfragmented triagerepeated escalationlogs still being collected
unclear ownership · fragmented triage · repeated escalation · SLA risk
After
● Owned incident recovery
IncidentOwnerStatusSLA
API timeoutUdikhainvestigation trackedon track
Payment failureUdikha + Engineeringroot cause isolatedon track
Trading alertUdikha + Vendorrecovery validatedon track
KYC failureUdikharesolvedmet
clear incident ownershipescalation backed by evidencerecovery validatedRCA action tracked
clear ownership · evidence-based escalation · recovery validated · SLA tracked

From alert noise to an owned, measurable support process.

Monitor. Investigate. Coordinate. Restore. Validate. Learn.

Health check

Run a production health check

Based on my production support experience across trading and banking environments — validating trading platforms, transaction flows, APIs, integrations, databases, monitoring and operational readiness in one click.

Trading platforms — GTN OMS · trade lifecycle · brokerage · ADX/DFM · US & international marketsReady
Trading products — equities · ETFs · structured products · cryptoReady
Banking applications — API health · transaction processing · service dependenciesReady
Payment integrations — Stripe · Mambu · webhooks · reconciliationReady
API & integrations — REST · Postman · Curl · Swagger · OAuth 2.0 · JWTReady
Database layer — MongoDB · PostgreSQL · SQL ServerReady
Monitoring stack — Grafana · Kibana · Datadog · application alertsReady
Performance & logs — latency · error rates · application logs · incident patternsReady
Problem management — RCA · recurring issues · corrective actions · follow-upReady
Alerting & comms — Slack · incident channels · on-call notificationsReady
Background jobs — schedulers · batch processing · latest run statusReady
On-call readiness — coverage · escalation path · stakeholder communicationReady
Your turn

How healthy is your production support?

Five questions. Honest answers only. You'll get a score and the first operational gap I'd close.

Diagnostic · question 1 / 5
My SLA

Reliability, measured where it matters.

Production support is about response, ownership, recovery and keeping critical services within agreed SLAs.

SLA Discipline
response · ownership · recovery
SLA-driven
Incident response & follow-through
7+ years
Application & production support
24×7
On-call & production coverage
ITIL 4
Incident · problem · change
Standard operating procedure

The SOP for hiring me.

I spend my career making production support more structured, measurable and reliable. So I wrote the operating procedure for bringing me into the team.

Doc IDSOP-UP-001
Version5.0 · Dubai release
Ownerudikha_patsa
StatusReady for review
Review cycleNext opportunity
Effective30 days from offer acceptance

1 · Purpose

To give you a documented, repeatable procedure for adding an Application Support Engineer to your team — and to show you, in the process, how I document everything else.

2 · Scope

Applies to teams running business-critical applications on a 24×7 footing — across trading, banking, payments and healthcare — where production issues need clear ownership rather than fragmented escalation.

In scope: monitoring and alert triage · incident ownership · API and integration troubleshooting · database diagnostics · RCA and problem management · vendor coordination · stakeholder communication · recovery validation

Out of scope: owning vendor or engineering code changes. I isolate the failure, gather evidence, escalate to the right team, coordinate recovery and validate the service afterwards.

3 · Prerequisites

From your side: access to the tooling, a production environment worth protecting, and a team that treats evidence as the fastest route to a fix. From mine:

ServiceNowJiraConfluence GrafanaKibanaDatadog DynatracePostmanMongoDB PostgreSQLSQL ServerGTN OMS

4 · Procedure 0/5 complete

  1. Review the evidence — incident simulations, dashboards and RCA examples above.
  2. Validate the fit — 7+ years across trading, banking, healthcare, APIs, databases and 24×7 production support.
  3. Check the toolkit —ServiceNow · Jira · Confluence · Grafana · Kibana · Datadog · Dynatrace · Postman · MongoDB · PostgreSQL · SQL Server · GTN OMS.
  4. Interview Udikha — expect practical troubleshooting, evidence-based escalation and a few good questions about the operating model.
  5. Approve the hire — proceed to Section 7.
Monitor → Triage → Investigate → Escalate → Restore → Validate → Learn

5 · What can go wrong

Most SOPs skip this section. Mine doesn't — here's what happens when production support lacks structure.

RiskImpactMitigation
You wait too longExperienced support engineers with trading, banking and 24×7 production exposure do not stay available indefinitely.Start a conversation →
You treat application support as ticket forwardingEngineering receives symptoms instead of evidence and has to repeat investigation that should already have been completed in application support.Structured triage · logs · metrics · reproducible evidence
You stop at service restorationThe incident closes, but the underlying problem remains and the same failure returns.RCA · problem management · corrective actions tracked to closure
Your monitoring stays fragmentedAlerts arrive across multiple channels without clear correlation, ownership or priority.Alert correlation · dashboards · clear ownership
Vendor escalations go out thinResolution slows while the vendor asks for timestamps, IDs, logs and impact details that could have been provided upfront.Timestamps · request IDs · logs · affected transactions · business impact

6 · Version history

VersionYearRelease notes
v1.02016Application support foundations in enterprise environments.
v2.02021Healthcare application and production support experience.
v3.02023Expanded into L2 support across banking and financial applications.
v4.02024Trading application support, GTN OMS, trade lifecycle, ADX/DFM and 24×7 production operations.
v5.02026Dubai release · Technical/Application Support · ITIL 4 · AZ-900 · production-ready.

7 · Approval

Prepared byUdikha Patsa ✓
Reviewed byRecruiter / Hiring Manager
Next stepApprove hire →
Contact

Raise a real ticket

Pick the priority that matches your hiring need — I'll respond accordingly.

// sounds relevant — let's compare notes

Available · Dubai, UAE · 30-day notice

Email me WhatsApp me LinkedIn ↗ Call me Download the PDF (resume)

First response: < 24h Based in: Dubai, UAE