Laxmikanta Sahu
Technical Support Engineer - L2
Bengaluru,KA
Summary
Adept Production Support Engineer with a proven track record, enhancing system reliability and reducing operational costs by 20% through automation using Python. Skilled in Linux, SQL, and cross-functional collaboration, I excel in rapid issue resolution and process optimization, demonstrating a strong analytical ability and a commitment to customer satisfaction.
Overview
6
6
years of professional experience
3
3
Certifications
Work History
Technical Support Engineer - L2
Get My Parking
11.2021 - Current
- Responsible for day to day activities like tracking customer issues on JIRA and resolving them as per SLA.
- Analyze the issue & execute SQL commands.
- Collaborated with cross-functional teams to identify automation opportunities and implement solutions using Python Script , leading to a 20% reduction in operational costs.
- Debugging issues using Linux, Opensearch & Kibana to find out the root cause of any issue & fix that.
- Monitor CPU utilization, DB Connections, Memory Space, Processes & Jobs using AWS CloudWatch & Control M.
- Maintaining a ART(Average Resolution Time) of 2hrs for every service requests.
- Daily meeting with the client to understand task priorities and provide updates.
- Escalating the issues to the higher level support teams for further assistance if needed.
- Daily basis check Crons & take necessary action if required.
- Edge case analysis & discussion with product team for product enhancement.
- Frequently evolving in incident and preparing Incident reports as per SLA.
- Creating & modifying the Metabase report as per the client request.
- Monitor Carpark & Lanes & set alerts on Grafana tool.
- Collaborated with cross-functional teams to ensure customer satisfaction and resolved issues in a timely manner.
- Participated in product testing and provided feedback to development teams.
- Updating the runbook & checklist on Confluence when a new issue happened.
- Follow the ITIL Protocol to resolve the issues & efficient operation.
Production Support Engineer
HCL Technologies
07.2018 - 11.2021
- Responsible for monitoring & resolving customer issues as per SLA.
- Analyze the issue and execute SQL and UNIX commands as per the requirement.
- Monitoring the batch run through Autosys and co-ordinate with the Autosys team.
- Running the script as per the requirement.
- Escalating the issues to the higher level support teams for further assistance if needed.
- Frequently evolving in incident and prepare Incident reports as per SLA.
- Changing and editing the reports as per the user request.
- Frequently evolving in answering outage calls.
- Check the log files and release the space if the mount point is running out of memory space.
- Involve in all types of change and release activity and co-ordinate with other teams to apply the patch.
- Involved in sanity checking.
- Providing database table dumps to the development team.
- Interacting with Consultants and Clients.
- Update run book, Raising CR, follow-up for approvals.
- Application health check on daily basis before the business hour.
- Implemented effective incident management strategies that minimized disruption to business operations during system outages or failures.
- Reduced downtime by proactively monitoring systems for potential issues and addressing them before they escalated.
- Mentored junior production support engineers, providing guidance on best practices and helping them develop the skills necessary for long-term career growth within the industry.
Education
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Biju Patnaik University of Technology
Bhubaneswar 04.2001 -
Skills
Linux
SQL
Python
Shell Scripting
Control-M
JIRA
Service Now
Kibana (ELK)
Opensearch
AWS
Grafana
Firebase
Clevertap
ITIL
Autosys
Debugging
Accomplishments
Achieved an ART (Average Resolution Time) of 2hrs with accuracy & efficiency.
Awarded the Customer Choice Award at Get My Parking's Annual Day celebration.
Certification
Python Bootcamp : Go from zero to hero in Python
Timeline
Introduction to ITIL V4
07-2024
The Complete Oracle SQL Certification Course
06-2022
Technical Support Engineer - L2
Get My Parking
11.2021 - Current
Python Bootcamp : Go from zero to hero in Python
09-2018
Production Support Engineer
HCL Technologies
07.2018 - 11.2021
Bachelor of Technology - Electrical, Electronics And Communications Engineering
Biju Patnaik University of Technology
04.2001 -