Manikanta Suthan

Project: Application Operations | Environment: Production

Description: AppOps is an Application Operations Support Team at JPL which provides manages applications from different product Line. Currently I manage 8 different applications which is a team of 5 members.

Responsibilities:

• Onboard and stabilize various application to AppOps from different Product lines for various JAVA based applications.
• Assist with development and implementation of SRE solutions for large scale distributed web applications across multiple tiers.
• Provide architectural and practical guidance to software development to improve resiliency, efficiency, performance, and costs.
• Perform proactive daily system monitoring including reviewing system and application logs as well as responding to, triaging, troubleshooting and remediating incidents.
• Onboarding various alert mechanism across various applications.
• Responsible for facilitating and coordinating end to end incident life cycle including creation, triage, communication, mitigation, resolution and post incident review.
• Conduct roadshows across BU and product teams to enhance and discuss challenges, clarify doubts, share best practices for Incident Management
• Debugging end to end issues and resolving it within the SLA.
• Facilitate post incident review calls and create , track betterments to avoid recurrence and improvement in process.
• Responsible for facilitating the restoration of all sev1-3 incidents to normal service operation as quickly as possible with minimum disruption to BHN infrastructure.
• Creating custom and standard templates using HTML, CSS, JavaScript for different brands.
• Optimizing operating model and build a process around it.
• Creation of various Runbook and Knowledge Base on Confluence.
• Consolidate Assignment groups and configuration items in Service Now to manage SLAs.
• Collaborate with various teams for uninterrupted availability all the applications.
• Mentor other applications in team and make them self-dependent.

• Coordinated with Internal Support / Development / Infrastructure Teams for any production issues raised by users and resolve
within the stipulated SLA for multiple applications in JAVA.
• Involved in Job monitoring and fixing the job abends.
• Major role in working on Adhoc issues and solving the same and Incident management.
• Continuous monitoring of core services for availability using Nagios,ICINGA, Kibana, splunk and PagerDuty.
• Working in process improvement that reduces the workload on the team.
• Involved in understanding of DataMart & cube refresh process for loading the data from MI Database to SQL server 2012.
• Involved in support activities and perform fixes for the regular job abends related to services and servers.
• Involved in the document preparation(Run Book) for the resolved issues
• Involved in the daily meetings internally and weekly meetings with the clients.
• Working on Spark and Elastic Search issues and solving the same.
• Good Experience with ticketing tools like SMART, CSM and service now monitoring tools.
• Handled issues related to Nagios alerting tools.

• Involved in resolving incidents /work orders across all the application within SLA breach
• Coordinated with IT Groups, Infra Team and Users on outages to provide resolution to all critical issues
• Worked on user requests in fixing the issues, which we used to get from ZOHO ticketing tool.
• Involved in Analysis, Requirements gathering and functional/technical specification.Record details of customer contacts and action taken
• Handling process orders, customer complaints and verifying customer details
• Forwarding complaints and feedback to the concerned authority to resolve the issues smoothly.