Kuldeep Kumar Soni
Application Support/ Production Support Engineer
Noida
Summary
PROFESSIONAL OBJECTIVE Seeking a challenging professional growth-oriented position, both for Organization and self in best possible way in the field of IT Technology and Infrastructure management, with emphasis on design/development and services environment.
Overview
8
8
years of post-secondary education
Work History
Application Support/Production Support
SEW Pvt Ltd
- Monitoring and manage and troubleshooting Azure cloud-based servers and window based application server and services in the production environment
- Working in close collaboration with change and configuration manager ensuring operation excellence
- Monitor system health and Batch Job processes and configuration
- Manage Major Incidents P1/P2 by wearing the hat of Incident managers during critical outages
- Succeed in all the NOC metrics and process governance ensuring complete focus on operational KPI’s
- Managing and maintaining a clear focus on stakeholder communication during incidents and maintenance activities
- Collaborate with SMEs on developer allocation, Unit testing, bug fixes and rework and stakeholders for UAT testing as well as provide support to Dev, QA and UAT deployment
- Able to acquire new knowledge quickly and guide team on related tasks
- Strong analytical skills
- A strong attention to detail, as well as the ability to step back and see the big picture
- Works well collaborating with others
- Leading and managing a team of 8-10 NOC Engineers to ensure 24
- 7 availability
- Deployment using GIT, Jenkins and awareness of CI-CD pipelines.
Incident Specialist
SSP India Pvt Ltd
- Managing Major (P1 and P2) Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved efficiently
- Chairing conference calls and/or group chats with participants including Service Managers, Technical Support teams, senior management and vendors
- Regular notification to senior leadership of status and business impact during major incident situations
- Prepare Post incident document along with technical teams to assist to identify the root cause of the incidents
- Email notifications, SMS to be triggered in case of Major Incident within the given timelines
- Regular follow ups and updated notifications to be sent every 30 minutes based on the priority or whenever valid updates are available
- Coordinating interfaces between incident management and other service management processes
- Driving the efficiency and effectiveness of the incident management process; producing management information, including KPIs and reports for Incident, availability management
- Follow the escalation procedures and correct support teams are engaged to troubleshoot the issue within timelines and group chat is in place and followed by bridge call for all major incidents
- Monitor the Infracture alerts (Server Monitoring) through Solarwind
- Application service Monitoring through Dynatrace
- Proper follow up the ITIL process and procedure to achieve the SLA and to maintain the KPI
- Responsible for changes, incidents, problems & corrective actions and provide 24/7 escalation point to Lead, coordinate and communicate recovery of the service interruption (when required) for the applications in the relevant portfolio
- Analyze trends for operational process and practice improvements across Incident and Problem ITIL disciplines
- Provide advice and support to Service Managers and IT Commercial Managers to ensure SLAs, SLOs and financial targets and results (Service Delivery Components) are achievable and adequate
- Responsible for daily scheduled defined task to check the server health and the application serviced also to check the feed file if they are generated in proper manner and if not responsible to generate the feed and to sent to client end through SFTP.
Application Support
Wipro Technologies
- Role & Responsibility-
- Taking initiative when the incident is reported and performing the initial troubleshooting ie: Network connectivity, System/ windows Server (DHCP/DNS server) connectivity, Basic hardware & software upgradation
- Working with the P1 & P2 major and critical incident where business impact is high and critical
- Responsible for assigning incidents within a group or division and coordination with the L2 & L3 to resolve the incident
- Responsible for leading the joint technical troubleshooting call
- Determines if an incident needs to be escalated according to priority and severity of the issue
- Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
- Monitor the Incidents and manage workload in their respective queues to ensure that SLA & OLA
- RCA & RCCA collection with the ownership of the incident
- Timely communication with the stack holder and releasing the notification as per the SLA
- Monitoring the incident and alerts till resolution.
NOC Associate
Bharti Infratel Ltd
- Live Monitoring of the network Traffic and alerts through monitoring tool and escalation of incidents through calls, E-mails and ticketing
- Monitoring the MPLS through the provided tool
- Incidence Management of various Major incidence occurred during operation
- Track and ensure all NMS installation and integration related activity should be reported in NOC
- OSS and MPLS monitoring using the provided web portal.
Education
B.Tech - ECE
UPTU/BIET
08.2012 - 06.2015
Diploma - Electronics Engineering
UP BTE Government Polytechnic
07.2008 - 06.2011
Intermediate -
U.P. Board, School U.P. Board
08.2006 - 06.2007
High School Diploma -
MCRG Inter Collage
Fatehpur 04.2004 - 06.2005
Skills
Hands on experience of monitoring alert tools such as Site24, Dynatrace, SolarWinds,ELK, Snow Flake
Hands on experience of ticketing tools such as BMC Remedy, Service Now, JiraHands on experience of Active directory, Windows Server, IIS, Azure Cloud, GIT, JenkinsCI-CDTimeline
B.Tech - ECE
UPTU/BIET
08.2012 - 06.2015
Diploma - Electronics Engineering
UP BTE Government Polytechnic
07.2008 - 06.2011
Intermediate -
U.P. Board, School U.P. Board
08.2006 - 06.2007
High School Diploma -
MCRG Inter Collage
04.2004 - 06.2005
Application Support/Production Support
SEW Pvt Ltd
Incident Specialist
SSP India Pvt Ltd
Application Support
Wipro Technologies
NOC Associate
Bharti Infratel Ltd