Rajeshkumar Manivannan
Portsmouth
Summary
Results-driven Senior Production Support and Observability Leader with 20 years of experience in mission-critical applications within regulated enterprise environments. Led global L1/L2/L3 production support teams, managed Major Incident Management, and enhanced application reliability and scalability. Collaborated with business, engineering, and vendor teams to implement ITSM best practices and advanced observability.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Sr. Application Support Engineer / Production Support Lead
Liberty Mutual Insurance
Portsmouth
06.2020 - Current
- Lead Enterprise Production Support for ~50 mission-critical applications supporting Legal and Talent domains.
- Manage and mentor a global team of 20 L1/L2/L3 support associates, ensuring 24x7 coverage and SLA compliance.
- Owned Major Incident Management for high-severity incidents, led bridge calls, and ensured timely executive communication.
- Partner with product and engineering teams to improve application resiliency, availability, and observability.
- Led implementation of BigPanda to centralize event correlation and enhance incident response efficiency.
- Drove ITSM best practices across Incident, Problem, and Change Management in ServiceNow, enhancing overall process efficiency.
- Led enterprise initiatives including ESP to Stonebranch batch migration and Remedy to ServiceNow transformation.
- Developed and presented operational KPIs and metrics for Monthly and Quarterly Business Reviews, providing insights for strategic decision-making.
Systems Engineer
Liberty Mutual Insurance
Dover
09.2016 - 11.2020
- Supported large-scale digital insurance platform, ensuring high transaction volumes met strict availability requirements.
- Designed proactive observability solutions using AppDynamics, Datadog, Dynatrace, New Relic, and Splunk.
- Built dashboards measuring SLIs and SLOs to support operational decision-making.
- Led AppDynamics training and adoption for production support teams.
- Executed Incident, Problem, and Change Management processes aligned with ITIL standards to enhance operational stability.
App & Infrastructure Support Lead
CCC Information Services
Chennai
07.2013 - 08.2018
- Acted as Production Support Manager for Sev-1 incidents, ensuring swift resolution of issues affecting mission-critical business platforms.
- Established and managed 24x7 Network Operations Center (NOC) to support availability of enterprise applications.
- Ensured availability of a platform processing ~70% of U.S. auto insurance policies.
- Led evaluation and vendor coordination for rollout of enterprise monitoring and observability tools, enhancing system visibility and performance.
- Built operational processes to reduce risk, improve response time, and enhance service stability.
Middleware Engineer
CCC Information Services
Chicago
12.2010 - 06.2013
- Led middleware support for Oracle WebLogic, ensuring stability and performance in large-scale enterprise environments.
- Coordinated production releases and patching, troubleshooting JVM issues, and managing certificate lifecycle.
- Partnered with Change Control Boards to execute low-risk deployments, minimizing disruptions during production changes.
Application Support Engineer
CCC Information Services
06.2006 - 11.2010
- Delivered L2 support for enterprise batch processing and data integration platforms, ensuring system reliability and performance.
- Automated monitoring and alerting with Unix scripting to enhance system visibility and incident response.
- Participated in on-call rotations and ITSM processes to resolve incidents and maintain service continuity.
Education
Bachelor of Engineering Technology - Production Engineering
Madras Institute of Technology
Chennai, India03-2006
Skills
- Enterprise Production Support
- Major Incident Management
- ITSM
- APM Strategy
- SLA Definition
- SLI Definition
- Monitoring
- ServiceNow
- Remedy
- AWS
- CI/CD
- Linux
- Windows
- Global Team Leadership
- Vendor Management
- Third-Party Management
- Executive Metrics
- QBRs
- Stakeholder Communication
- Operational Risk Reduction
- Process Optimization
- Crisis Management
- Windows
Title
Senior Manager – Enterprise Production Support | Observability & ITSM
Certification
- AWS Certified Solutions Architect – Associate
- Project Management Professional (PMP)
- SAFe Advanced Scrum Master
- ITIL Foundation
- SCJP 1.4
Technical Skills
Datadog, AppDynamics, Dynatrace, New Relic, BigPanda, Splunk, ServiceNow, Remedy, Power BI, AWS, Kubernetes, Helm, Jenkins, Bamboo, Linux, Windows
Timeline
Sr. Application Support Engineer / Production Support Lead
Liberty Mutual Insurance
06.2020 - Current
Systems Engineer
Liberty Mutual Insurance
09.2016 - 11.2020
App & Infrastructure Support Lead
CCC Information Services
07.2013 - 08.2018
Middleware Engineer
CCC Information Services
12.2010 - 06.2013
Application Support Engineer
CCC Information Services
06.2006 - 11.2010
Bachelor of Engineering Technology - Production Engineering
Madras Institute of Technology