POLUBOINA ASHOK KUMAR

Production Support Engineer

Myntra

08.2021 - Current

Provided L2 production support for digital payment systems across Myntra’s web and mobile platforms, ensuring 24x7 availability and rapid incident resolution.
Investigated and resolved payment failures, latency issues, and transaction inconsistencies across Razorpay, PayU, UPI, NetBanking, and wallet integrations.
Configured and fine-tuned monitoring tools (e.g., Grafana, Kibana, Prometheus, ELK) for early detection of anomalies in payment workflows and API integrations.
Responded to real-time alerts, reducing Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) for critical payment incidents.
Conducted detailed root cause analysis (RCA) for recurring issues like payment gateway timeouts, UPI failures, and refund mismatches.
Collaborated with L3 engineering and third-party payment providers to permanently resolve critical issues.
Utilized Splunk/Kibana to analyze application logs for diagnosing payment-related errors in production.
Identified transaction-level discrepancies by tracing logs across microservices and backend systems.
Coordinated with internal teams (engineering, QA, product) and external vendors (payment gateways, banks) during high-priority incidents.
Delivered regular reports on payment uptime, transaction success rate, and issue resolution metrics to leadership.
Developed scripts and automated dashboards to monitor key payment KPIs and alert thresholds proactively.
Suggested product and engineering improvements based on ticket trends and incident data.
Troubleshot mobile app payment issues on Android and iOS platforms including SDK crashes, deep link failures, and app-store related payment flows.
Ensured smooth functioning of payment features during sales events (End of Reason Sale, Big Fashion Festival) on web and app platforms.
Experience in setting up CRON jobs on production servers.
Worked with JIRA for creating projects, assigning permissions to users and groups for the projects and created mail handlers and notification schemes.
Strong ability to troubleshoot any issues generated while building, deploying and in production support.
Set up build notifications, created the users and assigned the permissions on Jenkins. Creating the Reports as per business team requirements by using shell script.
User Administration in Linux such as adding a new user account, modifying, deleting user account and granting sudo access based on the requirement.
Maintain success failure count response time, process time and other process related to payments.
Constantly reviewed and analyzed the security of the website, multiple online services, and mobile application.
Diagnosed, investigated, and resolved all IT incidents; managed error budgets for technical and engineering teams.
Collaborated with peers on the development of new automation tools and services used in the management and maintenance of various virtual environments.
Troubleshoot minor and major system problems in a timely manner and escalate to L3 support when necessary.
Involve in providing the first Line of Support as L1 and L2 support which includes log Calls, Query. Work on to run the day-to-day activities.