KISHORE SR

Application Support Engineer and Senior Associate with 6+ years of hands-on experience in L1.5/L2 production support, application performance monitoring, and incident management across retail and insurance domains. Proficient in Datadog, New Relic, AppDynamics, Splunk, AWS, ServiceNow, and batch job operations. Proven track record of resolving P1/P2 incidents within SLA, designing monitoring dashboards, and automating operational workflows. Recognized with multiple awards for operational excellence and customer satisfaction.

• Received Scope Team Award twice (2017, 2018) for handling high-volume work (300,000+ records) and delivering 100% quality data on schedule
• Recognized for consistently exceeding productivity targets while maintaining exceptional accuracy standards
• Received Cognizant Cheers Award – Associate of the Quarter (Q1 2021) for exceptional performance in handling P1 incidents and maintaining customer satisfaction
• Earned multiple monthly performance awards for consistent delivery and operational excellence
• Received multiple appreciations from escalation and management teams for proactive problem-solving

Dunkin & Baskin Robbins (ENOC) – 07/2019 to 04/2022:

• Monitored and maintained availability of critical applications serving Dunkin and Baskin Robbins globally, managing 24/7 on-call rotations and responding to incidents within agreed SLAs
• Managed monitoring and health checks for 3,000+ scheduled batch jobs, ensuring timely job completion and data delivery to downstream systems
• Utilized monitoring tools (New Relic, Splunk, Shape Security) to identify application performance degradation, investigate root causes through log analysis, and escalate issues to development teams
• Administered Splunk infrastructure including index management, dashboard creation, alert configuration, and scheduled report generation to improve observability
• Worked with AWS services (EC2, ECS, S3, IAM, SNS, CloudWatch, Autoscaling) to troubleshoot application and infrastructure issues in production environments
• Managed incident escalation using PagerDuty and Opsgenie, coordinating with on-call teams and third-party vendors to resolve high-priority issues
• Created master Datadog dashboards and automation scripts to consolidate metrics, reduce manual alert checks, and improve team efficiency
• Utilized AWS Lambda and Cloud Functions to automate job rerun processes, reducing manual intervention and improving job success rates
• Handled ticket creation, prioritization, and tracking through ServiceNow, managing incident lifecycle and ensuring timely resolution

Liberty Mutual Insurance – 04/2022 to 07/2024:

• Monitored Liberty Mutual applications and infrastructure using Datadog, AppDynamics, AWS, Splunk, ServiceNow, Remedy, and Jira, ensuring continuous availability and performance
• Performed batch job monitoring using Informatica, AWS S3, Windows Server 2019, and CA WA Workstation, validating file counts and data integrity for critical business processes
• Investigated batch processing failures by analyzing logs and validating file counts, reprocessing failed batches to meet data delivery SLAs
• Developed Power Automate scripts to generate automated batch summary reports delivered to Microsoft Teams, enabling quick file count validation and reducing manual effort
• Provided application support to end users and development teams via Teams and chat, troubleshooting application-related issues and answering technical queries
• Analyzed APM data from AppDynamics and Datadog to identify performance bottlenecks and recommend optimization solutions
• Modified and maintained automation scripts to handle edge cases, exclude bad input data, and improve data quality in batch processes
• Escalated critical incidents to appropriate teams using problem management frameworks, driving root cause analysis and preventive measures

• South Indian Cuisine
• Cricket
• Gardening
• Movies
• Meditation

• Title: Senior Associate
• Date of Birth: 10/25/95