Summary
Overview
Work History
Skills
Certification
Timeline
Generic
Antonio Viola

Antonio Viola

Production Support Engineer
Zurich

Summary

Versatile IT professional with over 8 years of experience supporting critical applications and production environments in the financial and tech sectors. Proven track record in incident management, cross-team coordination, and maintaining high system reliability under pressure. Recognized for a proactive approach, strong communication skills, and the ability to quickly learn and adapt in complex environments. Currently pursuing opportunities to grow into application management and infrastructure-focused roles within high-impact teams.

Overview

10
10
years of professional experience
5
5
Certifications
5
5
Languages

Work History

Production Support Engineer

Natwest Services (Switzerland) Ltd
Zurich, CH
12.2023 - Current
  • Provided 2nd and 3rd line support for business-critical systems in the financial services domain, ensuring the resilience and availability of digitalchannels—including mobile banking apps, web banking portals, and internal APIs.
  • Led incident response and root cause analysis for high-priority production issues across a complex architecture spanning Java/Spring Boot services,AWS infrastructure, and 3rd-party integrations.
  • Monitored and debugged application and infrastructure issues using AWS CloudWatch, Grafana, Splunk, Crashlytics, and PostgreSQL/Oracle logs, including full-stack trace analysis.
  • Executed routine message queue operations in ActiveMQ, such as debugging failing messages, reviewing and cleaning up Dead Letter Queues(DLQs) prior to major releases.
  • Supported post-release on-call activities, including emergency log analysis, real-time issue triage, and production system validation on weekends.

Application Support Engineer

Dacadoo Ag
Zurich, CH
01.2020 - 11.2023
  • Resolved an average of 100+ support tickets per month, maintaining a 98% customer satisfaction rate.
  • Conducted data extraction and analysis using MongoDB and Postgres SQL, generating ad-hoc reports for 10+ customers weekly, enabling data
    driven insights.
  • Delivered high-quality ad-hoc platform training and consulting sessions to 1 0 + customers, ensuring a successful API integration rate.
  • Managed urgent customer outages during business hours and weekends.
  • Effectively managed support operations across multiple regions (EMEA, APAC, AMER), ensuring consistent service delivery.
  • Created Product Feedback requests leading to the implementation of dozens of new features

Technical Support Specialist

Braze
London, UK
02.2019 - 01.2020
  • Provided technical support to clients, resolving an average of 50+ support tickets per week with a focus on maintaining a high customer satisfaction rate.
  • Analyzed , troubleshooted, and debugged mobile and web SDK integrations, contributing to a 20% reduction in integration-related issues.
  • Assisted with email setup, IP warming, and creation of IP pools, resulting in a 10% improvement in email deliverability rates.
  • Collaborated with cross-functional teams to deliver effective solutions, contributing to a 15% increase in customer retention rates.
  • Created Product Feedback requests based on customer requirements.
  • Developed comprehensive training materials and led workshops for new clients, enhancing their onboarding experience and improving product utilization rates by 25%.

Customer Support Specialist

ENett International
London, UK
09.2017 - 01.2019
  • Assisted and troubleshooted Virtual Credit Cards
  • Analyzed customer integrations and troubleshooted API call errors, reducing API call errors by 25% through proactive identification and resolution.
  • Supported customer reporting, reconciliation, chargeback processes, web portal changes, billing, banking processes, and funding monitoring, ensuring seamless operations and maintaining a 95% customer satisfaction rating.
  • Actively participated in implementation and onboarding processes, successfully onboarding and integrating 1 0+ clients.
  • Monitored and analyzed Customer Satisfaction and Net Promoter Score (NPS) Surveys, achieving an NPS score of 80+ and identifying opportunities for service improvement. • Reviewed and improved service and processes, resulting in a 20% reduction in average response time.

Customer Service Representative

HSBC
London, UK
07.2015 - 07.2017
  • Provide personalized business and personal banking experiences for a range of financial products.
  • Resolve complaints at the first point of contact, ensuring clear communication and ownership.
  • Maintain compliance with Financial Conduct Authority (FCA) regulations and provide information about customer rights under the Consumer Credit Act.
  • Assess and ensure strict compliance with all KYC and AML standards.
  • Assess and submit Unusual Activity Reports (UAR).
  • Fielded over 100 daily customer inquiries, leveraging CRM systems to enhance satisfaction levels by 25% and improve first-contact resolution rates.

Skills

SQL

AWS CloudWatch

Splunk

ActiveMQ

Lenses

Grafana

MongoDB

Postman

Gitlab

ArgoCD

Firebase Crashlytics

Certification

ITIL Foundation

Timeline

Production Support Engineer

Natwest Services (Switzerland) Ltd
12.2023 - Current

Application Support Engineer

Dacadoo Ag
01.2020 - 11.2023

Technical Support Specialist

Braze
02.2019 - 01.2020

Customer Support Specialist

ENett International
09.2017 - 01.2019

Customer Service Representative

HSBC
07.2015 - 07.2017

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Antonio ViolaProduction Support Engineer