ASHOK REDDY NANDHIVELUGU

• Client : American Family Insurance USA
• 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
• Experience in writing Shell scripts using bash, powershell, Python for process automation.
• 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.
• · Analysis and reporting of operational service performance metrics and the service Indices
• · Reporting and Root Cause Analysis production
• · Managing the root cause of incidents and instigating actions to correct the situation
• · Ensuring that high impact incidents/requests follow standard escalation guidelines
• · Conducting quality compliance checks on service provider activity
• · Incident and platform management across 24*7*5.
• · Maintaining all data related to High Impact Outage(HIO) incidents
• · Compiling of the various experience reports and the scorecard
• · Monitoring and managing the communication of major IT incidents to employees
• · Forming critical incident rapid response teams to alleviate system outages as quickly as possible
• · Solid experience in IT with some experience in a business environment
• · Experience with Service management according to ITIL standards
• · Experience in Incident and Problem Management
• · Excellent Customer Focus
• · Analytical and proficient in the use of data to support findings and recommendations
• · Ability to assess and identify trends from a wide variety of data sources
• · Communication skills both written and verbal
• · Innovative with good initiative focus
• · Time management and priority
• · Report writing ability
• Day-to-day customer care and administration of cloud services
• Resolve client incidents and requests in a timely and professional manner via effective investigation, triage and resolution of support requests
• Provide advanced front-line technical engineering support and high quality solutions to customer issues
• Provide advice and information to customers and colleagues regarding DS cloud offerings and best practices
• Work within a global support team covering 24x7x365 cloud operations - effectively managing handoff from shift-to-shift for cloud support issues
• Respond to escalated customer service issues within the defined process with a high level of reactivity
• Own the customer satisfaction regarding the execution of the end-to-end support process
• Ensure complete data accuracy in managing customer requests.
• Assess customer issues and identify root cause
• Professional experience,
• Solid grasp of enterprise system administration concepts in Cloud environment,
• Linux, Unix, Server operations and troubleshooting,
• Hands-on understanding of PaaS and SaaS Cloud computing models,
• Analytical/Problem solving ability – ability to quickly evaluate customer incidents and/or requests.
• Participate in customer call on demand, to convey technical expertise, communicate solutions and build rapport with customers Initiate proactive support inquiries to help customers avoid known risks
• Establish thorough understanding of customer objectives and provide perspective to all stakeholders
• Produce written best practices and capitalize on lessons learned Invest in continuous learning via ongoing training and development of professional skill set
• Hands-on experience of Linux system administration
• Effective oral and written communication skills, including poise in pressure situations
• Strong analytical and problem solving skills that deliver effective solutions.

CLIENT : Resolve Systems USA

• Experience in installing, upgrading and troubleshooting the Resolve Automation product of different versions into customer Environments.

• Troubleshooting the DB connectivity and configuration issues in Linux servers.

• With the help of elastic search commands we can check the cluster Health, Indices, shards and troubleshooting the ES issues.

• Troubleshooting the customer issues after gathering logs by using log4J method.

• Creating the Run books by using action tasks as per customer requirements in Resolve UI.

• Monitoring the Run book alerts by using the Worksheets.

• Creating the user accounts in Salesforce and working on the tickets by SF tool on priority basis as per SLA.

• Creating the P1 outages and creating the Enhancement request on customer needs in product and escalate to the Dev. and product teams.

• Troubleshooting the connectivity issues in rabbitmq and tomcat logs

• Working on Load Balancing issues in the cluster environments.

• Having experience in troubleshooting the basic networking issues and space issues.

• Having experience in troubleshooting SNOW gateways,EWS and DB gateways issues.

• Writing KB articles on new issues.

• On-call support on weekends as per roster.

• Joining in the call with customers to solve the issue by using zoom. Teams and Ring central applications.

• Participating in the weekly scrum with developer to get information on customer requests and new product updates.

• Creating the escalation tickets in the Jira and tracking updates/bugs in lira

• With the help of confluence will get latest updates on product news. Bug fixes etc..

• Providing the product installation files to the customers by using the Next cloud tool.

• Monitoring the SAAS server’s information and billing by using the Lumen portal.

• Troubleshooting the Soap and Rest API issues.

• Working on Gateway Filter UI rendering issues.

• Working on TLS and SSL issues.

• Troubleshooting on the jvm Issues.

• Having experience on import/export issues.

• Troubleshooting the customer Run books.

• Logging into the remote servers to troubleshoot the customer issues

Project : Oracle Retail Cloud

• Managing the working environments through configuration management tool Ansible.

• Writing Playbooks and Roles for provisioning the machines indifferent environments.

• Working on Ansible Modules to bring the required infrastructure changes.

• Automates the application deployment, configuration management using Ansible.

• Perform Deployment of War file in Web Logic application server.

• Monitoring deployment in Web Logic console.

• Perform systems health checks monitoring.

• Proactive alerting and historical performance records of customer environments.

• Perform troubleshooting memory, backup and storage issues as per alerts.

• Sftp connectivity and password reset issues.

• Working knowledge of networking protocols such as HTTP, DNS, and TCP/IP

• Performing daily activities like CPU patch update and upgrade, password rotations for the customer environments with in the down time.

• Restarting services in tomcat application and Web Logic servers.

• Have good exposure on using confluence.

• 24/7 support working in shifts.

• Resolving tickets as per severity.

• Restarting and monitoring adapter services.

• Communication with customers and internal team members through Slack channel, Desk phone and Email’s.

• Installing and Configuring AWS cloud such as creating EC2, S3, ELB, IAM, AMI, Snapshots, EBS, Auto scaling.

• Maintaining the all servers in Production (core, pipeline,RTM,reporting,MTA etc..) and troubleshooting issues as per customer tickets.

• Experience working with IAM in order to create new accounts, roles, and groups. & troubleshooting access level issues.

• Monitoring API calls and system services troubleshooting related issues.

• Monitored and worked on alerts send by our Dashboard on various issues related to server availability, disk issues, CPU, memory, processes, etc.

• Performs basic Linux tasks such as clearing the disk space and take the backup everyday using AMI.

• Creating the ticket with epsi tool and service now and reach the L3 and development, product teams.

• Automates the application deployment/configuration management using Ansible.

• Creating S3 buckets and also managing policies for S3 buckets and Utilized S3 bucket for customer file import/export storage and backup on AWS.

• Creating the user and groups and performs user management and file management.

• Setup and attached EBS volumes to EC2 instances.

• Maintain the site without downtime Using Load Balancer

• Create new Volumes and Snapshots.

• Setup and managed backup and recovery using snapshot.

• Created AMI images of critical ec2 instances as backup using AWS CLI.

• S3 working with S3 to Create the buckets to store objects.

• Changing permissions on buckets/objects.

• Deployment end to end (Creation of EC2 instance and its infrastructure).

• Monitoring AWS services EC2, S3 through Cloud Watch.

• Monitoring the Linux servers using NAGIOS, Dyntrace Tool. Based on

• NAGIOS &Dyntrace Tool used to create tickets and close ticket as per SLA 24*7 Support.

• Tracking Bugs in project using Jira.

• Good experience in working with API calls [Restful API] using post man app.

CLIENT : NOKIA CORPORATION

• Responsible for keeping On-premise customers up and running as well as improving the automation, Scalability, and performance of Systems.

• Responsible for deployment and configuration management with Puppet.

• Deploying and troubleshooting Jenkins Builds in On-premises.

• Provisioning and de-commissioning of On-premises Infrastructure.

• Applying patches to Linux servers as per the schedule.

• Performing RHEL up gradation on On-premises Servers.

• Experience in file system management.

• Running of SQL Querys on PROD databases.

• Developing and Modification of shell scripts for production health checkups and reducing the manual tasks.

• Performing various audit checks like RCA, log analysis, cleanup, checking disk space, backups, security checks using various scripts.

• Good experience in working with Protocols like HTTP, SMPP, UCP, TCP/IP etc.

• Perform daily system monitoring, server resources, system and key process and verifying scheduled jobs such as backups etc.

• Good experience in working with monitoring tools such as Nagios.

• Good Experience with Central log monitoring tool ELK.

• Work on the infra alerts triggered by Nagios Tool

• Scheduling various regular periodic future tasks by using Crontab.

• Expertise to conveyance and delivery of expeditious solutions for production issues.

• Creating a change requests, work orders and problem tickets using Epsi tool, Servicenow and getting approvals from higher officials.

• Tracking the bugs in project using Jira.