MANIKANTA CHITIMI
Bengaluru
Summary
Over 4 years of experience as an Application Support and Production Specialist, delivering L2/L3 support and enhancing production operations in global enterprise settings. Expertise in API troubleshooting, database management (Oracle, PostgreSQL), and Linux/Unix administration. Proficient in cloud infrastructure management (AWS EC2, S3, RDS, Aurora, EKS, API Gateway) and ITIL practices for incident, problem, and change management. Strong skills in monitoring tools (CloudWatch, New Relic) and automation through shell scripting.
Overview
4
4
years of professional experience
Work History
Production Support Engineer
McDonalds
06.2023 - Current
- Worked on AWS services such as EC2, Amazon S3, DMS, API Gateway, and EKS.
- Ensured optimal functionality of IBM WAS and database servers for McDonald's globally, supporting operational efficiency.
- Weekly and Monthly Maintenance of 76 + Non-production servers for all 7 Markets
- Managed incidents, problems, and access management.
- Applied ITIL processes to manage response and resolution SLAs.
- Led CAB calls, presenting change requests after analyzing business justifications.
- Created and managed WAS domain and cluster, ensuring high availability for applications.
- Deployed various EAR and JAR files in Clustered environments.
- Automation of admin tasks with Shell Scripting.
- Deploying applications to Staging and Production environments and troubleshooting issues in the process
- Executed identity and access management tasks using Service Café to control user permissions.
- Managed change control processes for application configuration modifications to ensure system integrity.
- Creating and maintaining KB for all defects and coordinating with L2 for different issues
- Handle incidents, problems, user queries and Service Now requests. Ensure that the right problem-solving techniques and processes are applied
- Coordinate with Development and Testing team for new application versions
- Raising CR’s and Intakes for new functionality changes in the application
- Working on SQL scripts provided by Development team on Oracle DB to fix various application defects
- IBM Web Application Server Restarts and Maintenance and Upgrades
- Tracked implementation of resolution tasks, preventing recurrence of issues through effective follow-up with teams.
- Coordinated communications and collaboration between onshore teams, clients, and offshore teams to streamline project workflows.
- Heading outages and ensuring minimal or no business impact by directly contacting Client
- Hosting daily status call with onsite and weekly call with US and UK clients
- Training new resources in the team and keeping knowledge articles up to date
- Identify risks and issues related to the area and provide process improvements in timely manner
- Supported development and customers during weekends and major releases to resolve issues.
- Standardized escalation procedures among teams.
- It is a web-based JAVA Application to aid restaurant managers and integrators to configure all information required to run the McDonald’s NewPOS suite sites. It populates information on Point of Sale (POS) registers in restaurants with product changes, promotions, and other relevant data from a central location, in a secure and reliable way.
- Standardized escalation procedures among teams.
Application Support
Schlumberger
01.2022 - 05.2023
- FMS (Field Management System) was developed by Smith and it is an application for managing field operations of Schlumberger. FMS has functionalities like procurement, shipments, transfers, billing, invoicing, manufacturing, inspection, repairs, inventory management, Internal Supplies for movement of parts internally, global visibility, Work Orders, inventory search, Returns, Invoicing, Credit Memos. All the master data like customers, suppliers, locations, addresses, inventories etc. are maintained in Oracle and FMS will make use of the data.FMS Interacts with various other applications like EBGW, SCOR, and 170 Systems etc.
- Managed ticket assignments and team tasks, delivering 24/7 on-call support.
- Provided L2 & L3 support during project implementation, resolving ground-level issues effectively.
- Delivered technical assistance to global customers via email, chat, and phone.
- Resolved SLA-driven tickets within agreed timelines.
- Maintained high CSAT (Customer Satisfaction) scores consistently.
- Handled escalations with empathy and professionalism.
- Translated complex technical issues into simple language for non-technical users.
- Provided guidance on troubleshooting connectivity and configuration issues.
- Collaborated with product teams to communicate customer feedback, contributing to application enhancements.
- Documented business requirements and prepared conceptual designs.
- Supported enterprise clients with tailored solutions and proactive communication.
Education
Batchelor of Technology - Computer Science And Engineering
Aditya College of Engineering
Madanapalle10-2020
High School Diploma -
MCV Junior College
Punganur04-2016
SSC -
MJPAPBCWR School
Sodum04-2014
Skills
- Linux
- AWS
- Cloudwatch
- Kubernetes
- SQL
- GitHub
- Shell
- PLSQL
- Troubleshooting
- ITIL processes
- Routing protocols
- Postman
- NewRelic
Languages
- English
- Telugu
Timeline
Production Support Engineer
McDonalds
06.2023 - Current
Application Support
Schlumberger
01.2022 - 05.2023
Batchelor of Technology - Computer Science And Engineering
Aditya College of Engineering
High School Diploma -
MCV Junior College
SSC -
MJPAPBCWR School