Dynatrace
PRIYANKA SHUKLA
Frisco,TX
Summary
Experienced Site Reliability Engineer in the Banking sector with 14 years of expertise in operation management, compliance, and safety regulations. Certified Cloud Practitioner and ITIL v3 ITSM Service Manager specializing in Major Incident, Problem & Change Management, and Availability Management. Skilled in IT processes and change management for enterprise systems supporting banking, investment, web applications, databases, SharePoint, network, and mainframe systems in a 24/7 environment. Transition planning and support as an Engagement Transition Project Manager, adept at implementing project plans according to client specifications under tight deadlines. Effective team player with excellent communication skills and a proven track record of problem-solving and analytical abilities.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Associate Site Reliability Engineer
Chase Debit Platform
07.2022 - Current
- As a Site reliability Engineer managing tech stack for Debit SRE product and ensuring internal customer journeys, by identifying risks, and then building metrics and actionable alerts to effectively manage portfolio by driving down toil and increasing automation and resiliency stack.
- Collected and Presented Incident/Change ticket data and to team in SRE awareness, how SRE teams can help improve the existing process.
- Served as SME on resiliency product worked with AD partners created DR and Cyber Security plans.
- Improved system visibility through the distributed tracing
- Proactive Performance Tuning via observability data, Improved the signal to noise ratio for Splunk alerts.
- Developed and maintained monitoring solutions using tool such as Grafana and Dynatrace to ensure the reliability and availability of critical systems.
- Configured custom alerts and thresholds to proactively identify and resolve potential issue before they impact users.
- Participated in Failure Mode Effect Analysis(FMEA) in debit applications.
- As part of SRE ON- Call rotation participated troubleshooting Major Incidents, conducted blameless post-mortems and ensures permanent closure of incidents through the RCA process.
- Collaborated with cross functional teams to define and implement Service level Objective(SLO) and Service level Indicator (SLI)
- Created end to end observability for Mainframe base applications. And developed custom monitoring
- Create and maintained comprehensive documentation. Including runbooks, architecture diagrams to facilitate knowledge transfer and onboarding of new team members
Assistant Vice President (Production Support Lead)
Bank of America
09.2016 - 08.2022
- Supporting 10 critical application in Bank of America
- Deposit/EIH/Wealth/LVIS applications
- These applications are part of Card portfolio
- Planning, performing, and managing medium to high complexity deliverables that require subject matter knowledge regarding general application and infrastructure support (e.g., incident, change, problem management, controls, monitoring production processing) and ITIL framework
- Incident Management and Resolution/Problem Management– CCO Bridges and Triages, Following ITSM & ITIL Methodologies
- Coordinate production change activities with multiple stakeholder across multiple applications
- Monthly releases - planning the CRQ & DTS review for Independent & Infrastructure releases
- In emergency and when needed help change management execute change plan steps as well
- Manage and Coordinate vendor related release activities obtaining appropriate approvals and certifications
- Release Communication - Providing all updates, issues and status to control room via email, Bridge, or chat to minimize any impact to applications
- Through Turn Overs, Meetings
- Facilitate technical troubleshooting efforts and engages additional technical support as needed, including vendor support Opened and documented defect tickets
- Trained new engineers in providing proactive support to customer
Service Transition Manager
TCS, Deutsche Bank
06.2013 - 03.2015
- Provided services to Deutsche Bank making sure there smooth transition between application teams and project teams.
- Engaging along with operations team with project team to carry out operations support audits
- Chairing the kick of call between stakeholders and IT application owner
- Ensuring all services are in progress and timely getting engaged
- Making sure all process are followed
- Ensuring all services are engaged before application goes to production
- Coordinated with clients and consultants and prepared appropriate presentations.
Incident/Problem/Change Manager
TCS Deutsche Bank
04.2010 - 03.2013
- DB Internet Sahara Support
- Chairing and managing weekly Change Advisory Board (CAB) meetings and Daily Service Review (DSR) meetings
- Ensures that all CAB meetings are scheduled and facilitated effectively, including timely generation and distribution of meeting agendas and minutes
- Creating and updating Remedy tickets for change and incident management to document monitoring and recovery steps
- Capturing incident follow-ups and completing formal post implementation reviews
- Escalating and communicating in a timely fashion status of major incidents and problems with IT and business stakeholders including executive management
- Liaison with Major Incident Managers (MIMs) to track high priority service related incidents and ensure root cause analysis and fault resolution is coordinated and delivered to avoid recurrence of issues.
Production Support Analyst
Deutsche Bank
08.2008 - 03.2010
- Internet Sahara Support
- Diagnose, troubleshoot and resolve a wide range of software, hardware and network issues
- Provide global technical support for ~10k number of diverse users across 20 cities
- Handle average of 20 calls per day
- Focus on First Level Resolution(FLR) through efficient usage of knowledge articles and available standard operating procedure
Education
Bachelor of Engineering - Computer Science
Jawaharlal Darda Institute of Engg. & Technology
06.2007
Skills
- Agile and Scrum methodology
- Team leadership
- SRE and Observability Engineering
- Infrastructure (Linux/Middleware) Troubleshooting
- Software Development Lifecycles
- Operations Management
- AWS, Datadog, Cloud application
- CI/CD Pipeline
- Kubernetes
- Training and mentoring
- Performance monitoring
Certification
- ITIL v3 Foundation
- AWS Could Practitioner certified
Accomplishments
- Streamlined workflow to reduce toil by 40%, enhancing overall team output and performance.
- Designed and implemented end to end mainframe observability in Dynatrace, reducing operational investigation time by 80%
- Enhanced the Database observability by integrating statement level monitoring , allowing precise performance analysis.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Served as employee engagement coordinator , leading cultural events ,team building efforts and feedback session to enhance workplace morale
- Nominated and selected for Chase's Rising Star Program , focused on developing future leaders
Work Preference
Work Type
Full TimeQuote
Between two evils, I generally like to pick the one I never tried before.
Mae West
Software
Splunk
Grafana
AppDynamics
CI/CD
AWS
Bitbucket
Kubernetes
Languages
English
Native or Bilingual
Marathi
Native or Bilingual
Hindi
Native or Bilingual
Interests
Travel around the world
Sports
Reading
Timeline
Senior Associate Site Reliability Engineer
Chase Debit Platform
07.2022 - Current
Assistant Vice President (Production Support Lead)
Bank of America
09.2016 - 08.2022
Service Transition Manager
TCS, Deutsche Bank
06.2013 - 03.2015
Incident/Problem/Change Manager
TCS Deutsche Bank
04.2010 - 03.2013
Production Support Analyst
Deutsche Bank
08.2008 - 03.2010
Bachelor of Engineering - Computer Science
Jawaharlal Darda Institute of Engg. & Technology
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