Upendra Kulakarni

• Project Name: MYCA Operations and Site Reliability Engineer.
• Client: American Express Company
• Domain: Banking & Financial services U.S.A.
• Role: Technical Lead
• Duration: June 2015 to Till Present.
• Size: 40

Description:

• American Express is top card Issuance Company in United States of America and other major continents and this project aims to continually improve the digital Card Member experience on AmericanExpress.com across devices and countries (AMEX desktop site, mobile app, Apple pay, Samsung pay).
• The project will be delivered iteratively to address Card Member issues, delight Card Members, provide a superior experience compared to our competitors, and provide infra support through continuous monitoring of the system through Splunk, Kibana, Grapana, Dynatrace and other monitoring tools.

Responsibilities:

• Monitor process and software changes that impact production environment, communicate project information to the production support staff and raise production support issues to the project team.
• Analyze all business processes and ensure compliance to all controlled processes according to business requirement.
• Prioritize workload, providing timely and accurate resolutions.
• Perform production support activities which involve assignment of issues, root cause analysis and resolution within the specified SLAs.
• Provide daily support with resolution of tickets and act as liaison to business to ensure issues are resolved in timely manner.
• Participate in knowledge transfer to ensure better grasp of the product and domain.
• Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect.
• Coordinate with Application Development Team to successfully deploy software releases in both User Acceptance Testing and Production environments.
• Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes.
• Actively involving with third parties like APPLE, SAMSUNG, EPSILON, mGage, SYNIVERSE, DAVID JONES, INTUIT in resolving the issues for the applications powered by AMEX for third party and vice versa, renewing the certificates for mutual authentication.

Splunk/Kibana/Dynatrace:

• Creating various reports, dashboards & alerts for continuous monitoring of Availability, response time, Visually Complete Time(VCT) etc.
• Designed and implemented monitoring solutions to enhance system reliability and performance.

Total Experience: 10.5 Years