Rohith Kokku

Client : Kroger

Role: Support Lead

• Proactive Monitoring: Utilize advanced monitoring tools to read system behavior and identify patterns that may indicate brewing major incident. Initiate triage sessions or major incident calls to manage crises effectively.
• Cross-Functional Collaboration: Work closely with multiple product teams, infrastructure units, and network teams to identify and resolve issues. Act as liaison to ensure seamless communication and quick problem resolution.
• Incident Mitigation: Provide immediate solutions by writing or using existing scripts to neutralize unique situations and avoid incidents.
• Root Cause Analysis: Actively participate in root cause analysis and post-incident review calls to understand underlying issues and prevent future incidents.
• Documentation & Training: Write scripts to automate repetitive tasks and improve system reliability. Document processes meticulously and create Standard Operating Procedures (SOPs) to train Analysts and Junior Analysts.
• Stakeholder Communication: Host connect calls with product teams, including product owners, to report bugs, discuss upcoming releases, and prepare necessary training or knowledge documents accordingly.
• Actively involved in migration of incident management to Service Now.
• Implemented ServiceNow Change management and problem management process for rolling out applications to new stores.
• Identify and investigate potential scope changes and issues related to product design.
• Involved in developing strategies and process standardization for support team working on various applications.
• Responsible for creating and maintaining dashboards for incident, change and problem management for team.

• Responsible for technical issues raised by customers seeking help to understand or resolve unexpected behavior or answer technical questions about ServiceNow applications and platform.
• Expertise on ITBM modules like Project Portfolio Management, Resource Management, Timecard Management, Idea and Demand Management.
• Expertise on Service level agreement Module and suggesting and creating SLA definitions for different use cases.
• High level knowledge on different on different platform modules like ITSM, Service Portal, Workflows, Change management, Incident and Customer Service Management(CSM).
• Debugging complex issues that arise in customers business software environment.
• Served as primary point of contact for support relating to owned solutions and products.

• Involved in creating various dashboards in Apigee to show API analytics.
• Building proxies using Apigee as façade for backend services.
• Migrating api’s from Oracle fusion to Apigee
• Used groovy script and Javascript to design various code blocks in SAP CPI
• Logging API data to Splunk and creating dashboards and alerts based on various api calls.
• Implemented security policies such as OAUTH 2.0 in Apigee
• Worked closely with clients to establish specifications and system designs
• Updated documentation with project deviations to capture changes

• Designed and developed official website for School
• Used Html5, CSS and JavaScript in designing dynamic web pages
• Updated designs and content of webpage on timely basis according to customer requirement
• Maintained content and database for website.
• Performed functional, performance and usability testing