ASHOK REDDY N

Client : American Family Insurance USA

• Provided robust technical support and maintenance for AWS cloud infrastructure, ensuring optimal performance and reliability for American Family Insurance USA
• Collaborated closely with cross-functional teams to design and implement scalable solutions, enhancing operational efficiency
• Resolved complex technical issues promptly, minimizing downtime and improving system stability
• Conducted proactive monitoring and troubleshooting of AWS services and applications, ensuring adherence to SLAs
• Contributed to disaster recovery planning and execution, ensuring business continuity during critical incidents
• Documented processes, procedures, and best practices, facilitating knowledge sharing and team training
• Proactively monitor systems on Dynatrace and Datadog Monitoring for potential issues and resolve incidents promptly within SLA in ServiceNow and Jira
• Maintaining AWS, GCP Cloud Infrastructure and checking availability of Critical Services
• Incident, Problem, Change Management using ServiceNow, managing defects in Jira Atlassian and creating documents and Knowledge Articles in Confluence
• Monitoring AWS Cloud Infrastructure with the help of Dynatrace, Datadog and checking the Logs in AWS Cloudwatch, Splunk and ELK Stack for root cause resolution
• Hands on experience in infrastructure deployment with the help of Terraform
• Incident Management using ServiceNow, managing defects in Jira Atlassian
• Debugging tools like ELK (Log Management Tool), Postman, Dynatrace Purepath
• Understanding and experience with Hybrid-Cloud, Multi-Cloud scenarios & Hosting options like IaaS, PaaS and Serverless Technologies
• Optimize system performance by identifying bottlenecks and implementing scalable solutions
• Create and maintain detailed documentation for system architecture, incident reports, and operational procedures
• Hands-on experience with AWS Devops Tools, Jenkins CI-CD, Docker, Terraform, Kubernetes.

Client : Resolve Systems USA

• Installed, upgraded, and troubleshooted Resolve Automation products across diverse customer environments, ensuring seamless functionality and customer satisfaction
• Troubleshot DB connectivity and configuration issues on Linux servers, resolving issues promptly to minimize downtime and enhance performance
• Utilized Elasticsearch commands to monitor cluster health, indices, and shards, effectively troubleshooting Elasticsearch issues
• Analyzed logs using log4j method to identify and resolve customer issues efficiently
• Created and managed Run Books in Resolve UI, customized action tasks per customer requirements, and monitored Run Book alerts using Worksheets
• Administered user accounts in Salesforce, managed tickets, and adhered to SLAs to prioritize and resolve issues promptly
• Addressed P1 outages, raised enhancement requests based on customer needs, and escalated issues to DevOps and product teams for resolution
• Troubleshot connectivity issues in RabbitMQ and Tomcat logs, resolving load balancing and basic networking issues in cluster environments
• Managed SNOW gateways, EWS, and DB gateway issues, resolving issues to ensure seamless product operation
• Authored KB articles on new issues, ensuring knowledge dissemination and proactive issue resolution
• Provided on-call support on weekends as per roster, joining customer calls via Zoom, Teams, and Ring Central to resolve issues promptly
• Participated in weekly scrums with developers to discuss customer requests and updates, contributing to product enhancements
• Created escalation tickets in Jira, tracked updates and bugs in Jira, and utilized Confluence for the latest product updates and bug fixes
• Distributed product installation files to customers using Nextcloud, ensuring seamless deployment and customer satisfaction
• Monitored SAAS server information and billing using Lumen portal, ensuring operational efficiency and customer satisfaction
• Troubleshot SOAP and REST API issues, resolved Gateway Filter UI rendering issues, and addressed TLS/SSL and JVM issues
• Resolved import/export issues and customer Run Book issues through effective remote server troubleshooting and support.

Project : Oracle Retail Cloud Project

• Managed working environments using chef for configuration management, writing Playbooks and Roles to provision machines in diverse environments
• Utilized Ansible Modules to automate infrastructure changes, ensuring efficient deployment and configuration management
• Deployed WAR files in WebLogic application servers and monitored deployments through WebLogic console, ensuring application uptime and performance
• Conducted system health checks, implemented proactive alerting, and maintained historical performance records for customer environments
• Troubleshot memory, backup, and storage issues based on alerts, ensuring system reliability and performance optimization
• Addressed SFTP connectivity and password reset issues promptly to minimize downtime and maintain data security
• Demonstrated proficiency in networking protocols such as HTTP, DNS, and TCP/IP, ensuring seamless network operations
• Executed daily tasks including CPU patch updates, upgrades, and password rotations during maintenance windows, minimizing security risks and maintaining system integrity
• Restarted services in Tomcat and WebLogic servers, resolving application downtime and ensuring continuous service availability
• Leveraged Confluence for documentation and collaboration, ensuring up-to-date information sharing and knowledge management
• Provided 24/7 support in rotational shifts, promptly resolving tickets based on severity levels and meeting SLAs consistently
• Restarted and monitored adapter services, ensuring integration and data flow continuity
• Communicated effectively with customers and internal teams via Slack, desk phones, and emails, fostering collaborative problem-solving and maintaining high customer satisfaction.

Project : Epsilon Harmony Email Campaign USA

• Installed and configured AWS services including EC2, S3, ELB, IAM, AMI, Snapshots, EBS, and Auto Scaling, ensuring optimized performance and scalability
• Maintained production servers (core, pipeline, RTM, reporting, MTA, etc.) and resolved issues promptly based on customer tickets, minimizing downtime and ensuring smooth operations
• Managed IAM roles and permissions, troubleshooting access level issues and ensuring security compliance
• Monitored API calls and system services, resolving issues related to server availability, disk space, CPU, memory, and processes
• Automated application deployment and configuration management using Ansible, streamlining deployment processes and ensuring consistency across environments
• Created and managed S3 buckets, implemented policies, and utilized S3 for customer file import/export storage and backup solutions
• Setup and managed EBS volumes, attached them to EC2 instances, and performed backup and recovery using snapshots
• Created AMI images of critical EC2 instances as backup using AWS CLI, ensuring disaster recovery readiness
• Deployed end-to-end solutions from EC2 instance creation to infrastructure setup, ensuring seamless integration and functionality
• Monitored AWS services including EC2 and S3 through CloudWatch, ensuring proactive identification and resolution of performance issues
• Utilized Nagios and Dynatrace for Linux server monitoring, creating and closing tickets as per SLAs in a 24x7 support environment
• Tracked project bugs and tasks using Jira, facilitating efficient collaboration and issue resolution
• Implemented and tested RESTful APIs using Postman, ensuring reliable API functionality and integration.

• Ensured high availability and performance of on-premise systems while enhancing automation and scalability
• Deployed and managed configuration with Puppet, improving efficiency and reliability of system deployments
• Deployed and troubleshooted Jenkins builds, ensuring smooth integration and delivery pipelines in on-premise environments
• Managed provisioning and de-commissioning of on-premise infrastructure, optimizing resource utilization and reducing costs
• Applied patches and performed RHEL upgrades on Linux servers according to maintenance schedules, ensuring system security and stability
• Managed file systems, performed SQL queries on production databases, and developed shell scripts for automating health checkups and reducing manual tasks
• Conducted audit checks including RCA, log analysis, cleanup, disk space checks, backups, and security checks using scripting tools
• Worked with protocols such as HTTP, SMPP, UCP, TCP/IP, ensuring smooth operation of network services
• Monitored system resources, key processes, and scheduled jobs such as backups using Nagios and ELK for centralized log monitoring
• Addressed infrastructure alerts triggered by Nagios, ensuring prompt resolution and minimal downtime
• Scheduled regular tasks using Crontab, ensuring timely execution and maintenance of critical system operations
• Provided rapid resolutions for production issues, creating change requests, work orders, and problem tickets using Epsi, ServiceNow, and obtaining necessary approvals
• Tracked project bugs and tasks using Jira, facilitating efficient collaboration and issue resolution among teams.