Jahnavi Deevi

Client: Microsoft

Designation: Lead Administrator - SRE

Location: Redmond, WA

Project Name: Intune

Project Duration: June 2022 to till date.

Roles :

· Understanding and working in SDLC Devops model.

· Having real time exposure to Azure ARM templates and EV2 models.

· Involved in adding DR feature to existing Analytics service application by modifying ARM Templates and PS scripts, parameters for creating additional resources in other region to provide high availability.

· Point of Contact for environment migration to PME, moving Subscriptions and resources from corp domain PME domain through PS scripts.

· Hands on experience to automate few tasks from manual work to automation through Azure PS scripts/cmdlets.

· Taking care of Intune WCS and individual services deployments in different environments including preproduction, Canary and Production scale units.

· Performing deployments through EV2’s, VSRM pipelines, and Octopus service based on environment type in respective safe deployment windows.

· Understanding the deployment and script failures, run time exceptions, debugging issues through Commits and repos, and working with feature team to apply the fix through PRs.

· Working on ICMs for live site issues and environmental health issues, monitoring services like Devicecheckin, Enrollment service and loadgen related issues.

· Worked on secrets rotation, AAD app keys rotation, copying secrets between KVs using PS scripts.

Administration and Coding

• Know your SLA and make sure all assigned Incident tickets and Work items are Acknowledge / mitigated / closed with in SLA.
• Templating deployments / Investigations and Automating validations, Send timely status updates to Customers.
• Come up with ideas of early warning systems for failure.
• Being able to instantly redeploy the last known good state.
• 100% of the assigned admin tasks (calls / tickets/ Service request) to be completed by self)
• Preparation of technical or process document as part of escalation wherever required (# of SOP, EPD prepared, SMTD.) & Problem Management
• Identify repeated issues, perform root cause analysis (RCA) & complete documentation of problems and solutions (% or # of repeated issue reduction/identification, # of RCA prepared, RCA actionable closure.). Follow laid out process with accuracy. Update the Problem management tracker.
• Own and maintain the Known Error Database (KEDB) for the project. Establish process to build KEDB. Ensure that the entire team follows; # of KEDB element added in a month.
• E2E owner ship on assigned tasks and reduce person dependency.
• Make sure no repeated approach to customer on known issues / blockers.
• Team communication on any change must be listed under change tracker.
• 100% attendance in handoff call, whenever required.

Escalations

• Respond & close technical escalation from the team (100% Documentation, track and publish part of monthly report.). Update Escalation tracker.
• Preparation of technical or process document as part of escalation wherever required (100% Documentation, track and publish part of monthly report.)

Client: Microsoft

Designation: Technical Lead (Operations Analyst)

Location: Redmond, WA

Project Name: Azure Storage Test [Storage XTest]

Project Duration: Nov 2021 to May 2022

Roles :

· Updated Azure Storage Tenant Dynamic Config XMLs from XDS page and via Xconfig tool for updating the DC changes required based on PR requests provided by Developers.

· Worked on PS scripting JITShell to automate a few manual works in teams which were consuming both the time and manual efforts.

· Monitoring the Tenant health w.r.t capacity issues and tenant node health, by recovering tenant capacity by running stale account cleanup tool against storage stamps and performing the node recovery actions for bad nodes from Fabric FCShell.

· Worked on ICMs for resolving Deployment related blockers and Tenant Capacity alerts and Tenant DataLoss alerts, and for engaging the internal Engineering Teams.

· Monitoring Tenant smokes health and roles status from Azure XDS portal and work on debugging and resolving the failures.

· Worked closely with customers and tenant owners w.r.t resolving tasks and requests efficiently.

· Completed deployment requests via XTP portal and unblocked the blockers on time.

· Good Understanding of the Azure storage portals like XTP, XDS, CWS pages, and internal share points to resolve the issues efficiently.

· Efficient debugging of the deployment logs from WADI tool and resolve the issues based on ODs and escalating the issues where component team’s intervention is required.

· Completed DC Config TFS tasks in time and resolved the blockers as expected with proper debugging.

· Worked on Tenant node recovery from FCShell by performing appropriate commands based on TSGs and engaging the Ops Eng team via ICMs/Emails as needed.

· Involved in Team performance programs and worked on some automations where required.

· Scope and analyze the issues and perform troubleshooting steps.

· Prioritize and follow up on the emails.

· Timely escalation of the issues to the respective team.

· Focus on collaborations and work with tenant owners to resolve the deployment issues.

· Scope and analyze the issues and troubleshooting steps.

· Prioritize and follow up on the emails.

· Timely escalation of the issues to the respective team.

· Appropriate Labor logging and updating.
ICM: 100 percent SLA meet.

· Worked on creating the TSGs for sharing KT to team members for every new task and learning in the team.

· Daily handoffs and weekly SyncUP’s with offsite team for service improvements and delivering the appropriate handshake for the pending tasks.

· Help leadership teams by providing the required reports and statistics on the deliverables.

Client: Microsoft

Designation: Senior Service Engineer (Ops Lead)

Location: Redmond, WA

Project Name: Azure CSS

Project Duration: March 2016 to Dec 2019

Roles:

· Leadership - handling technically challenging and politically sensitive customer situations

· Strong communications skills – Excellent spoken and written English communication skills.

· New team hiring and handling interviews based on requirements for the project.

· Effective, polished interaction with customers to gather information quickly explain customer responsibilities in resolving the issue; communicate next steps and status and inspire confidence.

· Point of contact for project tools.

· Creating long- and short-term plans, including setting targets for milestones and adhering to deadlines

· Delegating tasks on the project to employees is best positioned to complete them.

· Making effective decisions when presented with multiple options for how to progress with the project.

· Serving as a point of contact for teams when multiple units are assigned to the same project to ensure team actions remain in synergy.

· Communicating with executives or the board to keep the project aligned with their goals.

· Performing quality control on the project throughout development to maintain the standards expected.

· Adjusting schedules and targets on the project as needs or financing for the project change.

I. Implementing solutions on Azure platform for Microsoft’s customers (40%)

· Provides Azure support for technical subscription and commerce platforms.

· First Point of contact for all internal & external customers for Azure subscription activation, ownership transfers, resource movement, Data `Migration issues from one subscription to another.

· As an Azure technical support engineer, we’ll be monitoring and maintaining Azure accounts, subscriptions and service offering systems within an organization in a technical subscription and commerce support role.

· Providing and maintaining the Azure services request related to capacity issues across the globe.

· Support internal customers in creating Azure virtual machines, SQL Databases for their testing purpose.

· Switching the subscriptions from default directory to custom directory and providing general solutions related to Active Directory issues.

· Support external customers in activating Azure Free trial, setting up Azure Pay-As-You-Go Subscriptions, Microsoft partner benefits and Visual Studio subscriptions and help them in assigning the Azure benefits.

· Assist Enterprise customers in enrolling for Azure Enterprise Agreement, adding administrators to their agreement, Moving subscriptions from one administrator to another.

· Support Azure administrators in adding Service admins using Azure accounts portal & Co-Admins from Azure Management portal & subscription co-owners, Co-admins using RBAC (Azure Role based access controls)

· Provide resolutions over phone and email as per the severity of the service requests.

· Collaborate with internal Azure virtual machine, Azure storage, Azure Networking teams to narrow down customer issues and help with either a solution or work around.

· Provide solutions with technical understanding of commerce platform concepts and procedures including online services, Order to Cash operations and general billing and commerce systems processes (e.g., invoicing, credit card transactions).

· Provide solutions with an understanding of the Azure Platform and architecture.

· Directly support Microsoft Internal and external customers through telephone, email, and chat services; escalates issues quickly, when necessary, use knowledge of the Azure architecture and offerings to provide customer resolution and proactive customer recommendations.

· Create technical reviews on guides and raise bug tickets for technical advisor and provide permanent fixes.

II. Triage and new features/tools discussion meetings (20%)

· Discussing and addressing issues with Azure Services, which are escalated by Azure customers.

· Involved in brown bag sessions organized by client, related to new feature/tool developments on Azure platform.

· Update and assess skills through professional certifications.

III. Cross-Team Collaboration to develop solutions for customers (20%)

· Understand the business requirements of Microsoft customers and develop solutions by working with other teams in Microsoft.

· Work with engineers on the client’s or customer’s end to address the requirement.

· Drive the issues over handoff meetings, which involve close monitoring and work on critical issues involving teams from APAC and EMEA subsidiary sites.

· Join bridge calls related to ongoing live site incidents or outages related to Azure to keep track of the incident and contribute for mitigation of the incident.

IV. Training and Knowledge Transfer (20%)

· Design training sessions across the CSS team on specialty areas to fill-in the knowledge gaps about new features/tools.

· Assisting with the technical ramp-up of new employees on the team.

· Review technical issues reported by CSS peers and work towards addressing the problem with technical knowledge and understanding of the problem.

· Document technical articles and case studies and add them to the team’s OneNote and technical repository (POD Notes) to serve as a knowledge base across the team.

· Organize and contribute content to team’s knowledge base repository.

· As an engineering partner to Microsoft, Mindtree offers 24x7 support and we are the only partner to offer support services for Azure customers worldwide. One of the key services where Mindtree is associated with Microsoft is Azure Support operations.

Responsibilities:

• Leadership - handle technically challenging and politically sensitive customer situations

• Strong communications skills – Excellent spoken and written English communication skills.

• Effective, polished interaction with customers to gather information quickly explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence.

• Demonstrable troubleshooting skills on VM,SQL and storage related issues

• Cross-team collaboration multiple teams like AAD, big data, SQL and other components

• Technical understanding of commerce platform concepts and procedures including online services, Order to Cash operations and general billing and commerce systems processes (e.g., invoicing, credit card transactions).

• Technical aptitude enough to develop an understanding of the Azure Platform and architecture.

• Online Account/Login troubleshooting skills. Exploratory learning skills.

• The Azure Support Engineer provides business critical support to Azure customers around the world through various support offerings.

• A Support Engineer is a Subject Matter Expert in Azure Platform services, technologies, offerings, and billing platform.

• Driving escalations and resolving customer’s issues by working with multiple internal teams by understanding the actual issue.

Client: British Petroleum

Designation: Operations Analyst

Location: Huston, TX

Project Duration: Oct 2015 to March 2016

Roles:

· Write SQL & Oracle scripts and coordinate with the DBA team as needed for lower environments database setup.

· Analyze the existing and running Oracle scripts on Server and migrate them to Tidal scheduler and decommission the un-used ones,

· Manage Lower environment application security setups.

· NetIQ, Splunk Monitoring.

· Identify areas of Manual work and automate.

· Managing Active Directory groups and password rollovers on service accounts.

· Executing Database related tasks and NAS space management.

· Working on Environment management

· Certificates management with PowerShell.

· Managing customer-related production operations.

· Gathering requirements from clients and working with developers to prepare an internal NGL dashboard for customers.

Responsibilities:

· Scripting and debugging NGL internal applications.

· Logging tickets for troubleshooting bugs in SQL scripts and stored procedures.

· Gather requirements with clients and collaborate with developers to develop NGL internal applications.

· Proficient in IT operations including extensive Production Incident Management, Change Management, Release Management, Productions Support and Problem Management.

· Proficient in analysis of design, debugging, testing and solutions of the change requests/enhancements received from technical teams, client, and user.

· Technically competent, having exposure to diverse technologies and has experience in all the phases of SDLC.

· Productive worker under pressure and highly motivated.

· Handling highly technical and challenging scenarios and playing effective and positive Team player known for contributing effective creative solutions and provide & embracing constructive criticism while working in a team environment towards common goal.

Client : Microsoft

Designation : Support/Operations Engineer

Project Name : MS WAOC – Azure Deployment and Operations

Project Duration: April 2013 to Sept 2015

Roles:

Windows Azure Infrastructure-Deployment.

· End to end cloud infrastructure monitoring which includes monitoring and deployment of core components like Fabric, Storage, RDFE, MDS, SLB, Portal, Billing etc.

· Monitoring Azure Infrastructure from the external world using external/ third party monitoring systems.

· Monitor and debug the incident emails and assign the ticket to appropriate member in the team for escalation and further investigation.

· Triage and verify the manual instructions which indirectly affect the Azure Components which are filed by the component team before those are put into execution.

· Closely investigating and mitigating the customer issues and driving them to closure

Incident management and tracking

· It includes creating an incident, triaging, investigation and resolving them within defined SLA.

· Maintain the quality of the incidents in terms of workflow of the incidents at every step of debugging or execution.

Client interaction and Meetings

· Discussing process improvements and filling gaps on a weekly basis with Leads, Customers.

· Weekly Meetings with Off-shore Teams

· Discuss the RCA bugs, quality of code improvements, incident reviewing with the component teams.

Automation and Scripting

· As and when project, situation demands make sure to automate the manual, repetitive stuff.

· Develop new Azure Tools for better management.

· Writing automated scripts

Responsibilities:

· Deploying builds and hot fixes on all Windows Azure Production clusters.

· Administration and Maintenance support for our Windows Azure Cloud computing platform.

· End to end cloud infrastructure monitoring which included monitoring and deployment of core components like Fabric, Storage, RDFE, MDS, SLB, Portal, and Billing etc.

· Worked on all the Azure component production deployments and management.

· Incident triaging, management, investigation, debugging, resolving the TFS incidents.

· Mentoring the team on both technical and process front. Triage and investigate the RD tasks to execute it include creating an incident, triaging, investigation and resolving them with in defined SLA.

· Executing Troubleshooting guides [TSG’s] and mitigating TFS/ICM incidents.

· Deploying production runners and checking the health of the runners.

· Having hands-on experience on Azure internal SharePoint sites.

· Worked on Service account password renewal for expiring accounts.

· Worked on RD Tasks provided by component team to perform the manual steps on Azure components and tools.

· Performing operations through ACIS portal and components management.

· DE incidents creation, debugging de logs and un-blocking the deployments within the SLA.

· Providing on-call support for resolving Live Site issues and customer impacting incidents.

· Activities include Code review, Interface Analysis, Client, vendor & stakeholder coordination, Post implementation/release support. I have good experience in WebSphere Configurations & Administration and extensively involved in managing, troubleshooting, and performance tuning.

· Experience working as a Windows/SQL Administrator and with installation, Configuring, Deploying, Trouble shooting, Administration and Maintenance of IIS.

· Experience in installing and configuring SSL certificates on web servers and enabled secured (https) transactions.

· Experience in analyzing the IIS logs to collect information about server events, server performance, and user activity.

· Experience in Database Security includes creating Logins and Roles for users to access the database. Managed security logins and worked with Windows authentication, SQL server authentication and mixed modes.

· Experience in writing Maintenance Plans for Full, Differential and Transactional Log backups.

· Experience in setting up Snapshot and Transactional Replication from Production to Report Server.

● Expertise in Data/Table partitioning, indexing, rebuild indexes and Update statistics at regular intervals or after huge data manipulation queries for better performance.

· Dealing with production secret store and installing certificates on production environments from Jump box.

· Worked on production cluster management and node recoveries for un-blocking the deployments.

· Testing of the builds and configuration settings in Pre-Production environments to make sure all the components of the cluster as well as customer scenarios work as expected before deploying them into production.

· Building new Test, Dev and Production clusters and maintaining them.

· Triaging the incoming alerts, incidents and assigning them right severity.

· Investigating live site incidents and driving them to resolution. Doing postmortem of the incidents, identifying operational and process gaps.

· Investigating customer reported incidents, providing proper resolution, and communicating back to customer.

· Logging bugs on developers for the issues found during live site maintenance and while working on customer issues. Driving these bugs to proper resolution and fixing subsequent deployments.

· Actively participating in process improvements in skill gaps and quality code improvements.

Weekly meetings with offshore Teams for service improvements.

Tools and Technology used:

C#, windows azure Media services, Windows azure storage services, MDS, Visual Studio 2013, Azure service bus, Azure management studio, Secret store, WADI dashboard, power shell scripting and few other internal tools.