Kranthi Kumar Duggapogu
HYDERABAD
Summary
Having 8.4 years of Overall experience in IT industry with diverse roles and having 4.5 years of relevant experience in Production Support. Experience as an application support engineer on java-based Applications in Monitoring, Analysis and troubleshooting. Having a good knowledge on Incident Management, Problem Management, Release Management and Change management. Experience in handling ITIL Methodologies.
Overview
8
8
years of professional experience
1
1
Certification
3
3
Languages
Work History
Senior Executive technical Support (L2)
FCM Travel solutions India Pvt Ltd (Bangalore)
11.2023 - 2 2024
- Responsibilities: Handling Customer Related Issues and fixing the issues
- Working on testing environment in the time of prerelease of versions
- Using customer credentials to troubleshoot the issues
- Collaborate with another Product/Functional Teams depending on the customer tickets
- Diagnose, troubleshoot, and resolve customer issues
- Interacting with customer on live through chat support tab to their issues
- Identifying the issues from the customers and guide them accordingly to resolve the issues
- Working on SQL queries against tables to troubleshoot the issues
- Engage With other technical team members for customer tickets
- Handle conflict situations and make a quick decision while handling the incidents
- Monitoring incidence management tickets and API dashboards as per the process
- Addressing tickets raised by customers via Web/Call/Chat/Email
Senior Support Engineer (SRE)
Achala IT Solutions Private Limited
01.2022 - 04.2023
- Responsibilities: Playing a key role in AWS project in providing Level 1 & Level 2 support as part of supporting application along with micro services
- Responsible in handling the cases raised by the Applications users and Customer support
- Monitoring Application performance and Logs through Cloud Watch and escalating to the Next Level team or Onshore if any deviations found
- Tracking the bugs in JIRA tool
- Working on the Critical, High, Medium and low cases as per the defined SLA
- Engaging on Weekly Customer & Management calls and provide hot updates in seeking the guidelines to streamline the process without any deviations
- Analyzing the Logs and preparing RCA for the Errors and issues Maintaining the 100% standard and quality in the handling the cases
- Core responsible in delivering On-Call support 24/7 from Offshore Team
- Knowledge sharing to the new resources.
Senior Support Engineer (SRE)
Achala IT Solutions private limited
06.2017 - 11.2021
- Responsibilities: Playing a key role in projects providing Level 1 & Level 2 support as part of supporting applications along with micro services and also maintaining cloud infrastructure
- Monitoring the Live application logs/Catalina logs using tail -f command in Linux
- Monitoring the CPU usage and RAM usage in Linux severs with different commands
- Working with Live Production issues and Bug fixes
- Works on end-user account related of issues
- Preparing Daily, Weekly and Monthly reports regarding application performance depends on the client’s requirement
- Working on User incidents and Alert triggered incidents
- Monitoring the Live application logs/Catalina logs using tail -f command in Linux
- Extensive worked on Incident Management and creating PBI’s for the issues identified
- Working along with Offshore - Onshore Teams and providing the application support working in 24X7 shifts
- Work with QA, Release Management and L2 Support teams to ensure Quality Rollouts
- Analysing the Logs and preparing RCA for the Errors and issues Pulling the data from SQL database using various queries Responsible in handling the incidents that were raised by BMW partners/ dealers
- Resolving the ample amount of issues on Windows platform monthly as per the Incident Management support
- Performing the follow ups, closing the tickets with fine confirmation within the designed SLA
- Involved in analyzing the issue related application availability, accessibility and accountability
- Monitoring the Database, application performance and take necessary action to optimize the performance
- Perform application user access validations in production region on regular intervals
- Analyzing of Grafana logs for checking and troubleshooting errors
- Technically involving, owning & executing the scheduled deployments, Change Requests etc., Maintaining the proper coordination with Onshore colleagues to ensure smooth process delivery
- Availably in on-call support to help my colleagues in tricky situations
- Maintained the internal/external standards and attained 100% quality
- Strong exposure in Incident, Problem & Change management activities
- Knowledge sharing to the new resources.
L1 Support
Achala IT Solutions private limited
03.2015 - 03.2017
- Responsibilities: Worked as a team member in DMT project for BMW client
- In this Dealer Media Technology (DMT) project we provide the support for the clients those who have registered for the support solution at the start of the setup process
- Where it helps to display their media content to their customers, and the content is played on T.V using compute stick in kiosk mode which is needed to connect with the help of Wi-Fi or Wired ethernet connection
- Preparing Daily, Weekly and Monthly reports regarding application performance depends on the client’s requirement
- Pulling the data from SQL database using various queries.
Education
B. Tech -
Murthy Institute of Technology
Hyderabad, TelanganaIntermediate - undefined
Sri Chaitanya Junior College
Hyderabad, TelanganaS.S.C - undefined
Little Angels High school
Hyderabad, TelanganaSkills
BMC Remedy(9x)
ITIL
ITSM
JIRA
Salesforce
AWS
Confluence
Putty
WinSCP
Grafana
Kibana
SQL
Linux
S3 Browser
XML
IT Ops monitoring tools
Java
MySQL
Certification
ITIL V4 Foundation Certification, GR671443729KD
Personal Information
- Father's Name: D. Jaya Rao
- Date of Birth: 04/27/1991
- Gender: Male
- Marital Status: Married
- Religion: Hindu
Timeline
Senior Executive technical Support (L2)
FCM Travel solutions India Pvt Ltd (Bangalore)
11.2023 - 2 2024
Senior Support Engineer (SRE)
Achala IT Solutions Private Limited
01.2022 - 04.2023
Senior Support Engineer (SRE)
Achala IT Solutions private limited
06.2017 - 11.2021
L1 Support
Achala IT Solutions private limited
03.2015 - 03.2017
B. Tech -
Murthy Institute of Technology
Intermediate - undefined
Sri Chaitanya Junior College
S.S.C - undefined
Little Angels High school