Ravi Kumar Shrivastava

Seasoned Application/Production Support Engineer with 18 years of experience driving operational excellence across enterprise-grade systems. Expertise includes production support, CI/CD automation, job automation with Autosys, and middleware administration (WebLogic), ensuring 24/7 system availability while effectively resolving high-impact incidents under pressure. Proficient in Jenkins-based CI/CD pipelines, Unix shell scripting, and Oracle database management, with a strong ability to collaborate cross-functionally with development, QA, performance, production, and infrastructure teams to accelerate issue resolution and enable continuous delivery. Currently focused on transitioning into cloud-native DevOps roles, leveraging extensive knowledge in monitoring, alerting, and release automation to support scalable and resilient architectures.

• Git & CI/CD Operations
• Cloned and pulled Git repositories to access the latest code for troubleshooting and deployment activities.
• Collaborated with development teams to validate branches for deployment or rollback readiness.
• Investigated production issues using Git history and coordinated rollbacks by reverting to previous commits or tags.
• Supported CI/CD pipelines using Jenkins and AWS Code Pipeline; validated deployments and executed rollbacks during failures.
• Designed and implemented end-to-end Jenkins pipelines integrating tools like SonarQube (code review), Git (version control), Maven (build), JUnit (unit testing), Selenium (acceptance testing), JaCoCo (code coverage), and Nexus (artifact management).
• Autosys
• Track scheduled jobs across environments (UAT, staging, production).
• Ensure jobs run on time and complete successfully.
• Investigate and resolve job failures or delays.
• Monitoring & Incident Management
• Nagios
• Alert Monitoring: Continuously monitor hosts, services, and applications for availability and performance.
• Threshold Management: Configure warning/critical thresholds for CPU, memory, disk, etc.
• Log Review: Analyze Nagios logs for recurring issues or false positives.
• Notification Handling: Respond to alerts via email/SMS and verify if incidents are already logged in ServiceNow.
• Integration Oversight: Ensure Nagios is properly integrated with ServiceNow for automated ticket creation.
• ITRS Geneos
• Real-Time Dashboards: Monitor live metrics across servers, databases, and applications.
• Gateway Configuration: Maintain rules and alerts in ITRS Gateway for accurate monitoring.
• Netprobe Health: Ensure Netprobes are active and collecting data from endpoints.
• Alert Triage: Prioritize alerts based on severity and business impact.
• Escalation: Escalate unresolved or critical alerts to L2/L3 teams with detailed diagnostics.
• ServiceNow
• Incident Management: Monitor the incident queue, assign tickets, and update statuses.
• Event Correlation: Use Event Management to correlate alerts from Nagios/ITRS into actionable incidents.
• SLA Tracking: Ensure incidents are resolved within SLA timelines.
• Change Monitoring: Track changes that might impact production and coordinate with change management.
• Knowledge Base Usage: Refer to and update KB articles for recurring issues.
• Application Support & Troubleshooting
• Provided L2 support across QC, UAT, SAT, Performance, and Production environments.
• Troubleshot BAU issues using WebLogic, SQL, CI/CD logs, and system diagnostics.
• Set up and tuned WebLogic servers, created clusters, monitored queues, and scaled environments as needed.
• Implemented and reviewed change requests (CRs) for patching, SSL renewals, and failover readiness.
• Process Excellence & Documentation
• Adhered to ITIL best practices for incident, change, release, and problem management.
• Maintained SLA/OLA compliance and built strong client relationships through consistent service delivery.
• Documented SOPs, incident logs, and runbooks to streamline knowledge sharing and accelerate resolution times.
• Championed service improvement initiatives in collaboration with Service Managers and cross-functional teams.
• Leadership & Team Coordination
• Spearheaded and prioritized workload distribution for Application and Production Support teams, ensuring timely resolution of incidents and service requests.
• Led a team of 4–5 engineers, providing technical guidance, mentoring, and performance oversight.
• Analyze top 10 incidence and provide work around and permanent fix.
• Share weekly RCA report to management.
• Weekly call with interfacing team for weekly planned activities like CR / ROD (release on demand).

• Gender: Male
• Marital Status: Married
• Visa Details (If any): H1B