Aravind Kumar M
Summary
Production Support Engineer with hands-on experience in incident management, application monitoring, and production troubleshooting. Skilled in log analysis using Better Stack, ticket management via ServiceNow and Freshdesk, and defect tracking in Jira. Experienced in database querying, AWS S3 file validation, Docker-based job retriggering, and API testing using Postman. Strong ability to perform root cause analysis and collaborate with development teams to ensure system stability and timely issue resolution.
Overview
7
7
years of professional experience
Work History
Senior Support Engineer
PANDO
08.2023 - Current
- Managed production incidents and service requests using ServiceNow and Freshdesk under SLA's.
- Monitored and analyzed logs using Better Stack to troubleshoot and resolve issues.
- Performed root cause analysis and documented findings in Jira, collaborating with developers for code fixes.
- Queried databases for data validation and issue investigation.
- Used AWS S3 to verify input/output files and Docker (AWS) to retrigger failed jobs.
- Triggered and tested APIs using Postman with authentication tokens.
Production Support Engineer
NTT DATA
12.2021 - 02.2023
- Working on Healthcare projects in production support with good understanding.
- Support includes interacting with the customers, understanding their problems and then creating a 'ticket' against it.
- Working with ServiceNow and Jira ticketing tool
- Supported 24/7 on production support.
- Good work experience in writing SQL queries.
- Documenting the reports.
Production Support Engineer
Sutherland Global Services
09.2019 - 03.2020
- Responsibilities:
- Responding to client support requests
- Contacting the clients to know the nature of the problem and support the incident.
- Troubleshooting the hardware and software issues.
- Completing job reports.
- Involved in troubleshooting the networking and connection issues. Good experience in upgrading the system when there is a need.
Skills
- SQL Server / Pgadmin
- Windows Family / IOS
- UNIX
- ITIL
- Freshdesk
- ServiceNow
- Jira
- PostgreSQL
- AWS S3
- AWS Docker
- Betterstack
- MongoDB
Disclaimer
I hereby declare that all the above information provided by me is authentic to best of my knowledge and belief.
Timeline
Senior Support Engineer
PANDO
08.2023 - Current
Production Support Engineer
NTT DATA
12.2021 - 02.2023
Production Support Engineer
Sutherland Global Services
09.2019 - 03.2020