Manoj Kodur

• Ability to monitor, manage and troubleshoot both physical and virtual machines with native or third party Linux tools.
• Experience with AWS Cloud services such as EC2, S3, Lambda, CloudWatch etc.
• Demonstrated ability to develop, plan and execute the implementation of technical solutions in a data centre environment.
• Automated cloud infrastructure deployments using Terraform and Ansible, enhancing operational efficiency.
• Monitored system performance and reliability, proactively addressing issues to ensure uptime.
• Work on incident requests, service requests with an objective of meeting SLA’s.
• Maintain processes, tools, and documentation in support related to operational environments like Confluence.
• Work with Security Operations and other Information Security teams to manage public cloud tools and infrastructure.
• Collaborated with cross-functional teams to implement cloud security best practices and compliance standards.
• Manage and support internal server infrastructure and development and testing environments.
• Developed scripts for automating routine tasks, reducing manual workload and improving accuracy.
• Mentored junior engineers on cloud technologies and operational processes, fostering team growth and knowledge sharing.

• One year of experience as an Agile Scrum Master. Managed the deliverables of two scrum teams.
• Training and Mentoring team members on project requirements and updates.
• Process flow creation in multiple projects.
• Conducts daily scrum and sprint retrospective meetings.
• Works with Access Management team by adding roles and groups to ensure the appropriate access for support members.
• Automate the daily tasks of various teams using Power platform tools.

• Experience as a team lead, Led a team of junior support engineers and Incident Management team.
• Seven plus years of experience in Incident Management, handling priority P1 & P2 Incidents and drives the Incident calls towards resolution and works closely with Change & Problem Management.
• Creates knowledge articles for support operations teams.

• At Genpact, supported client project as Linux Support Specialist.
• Collaborate with fellow system administrators, engineers and support team members by leading projects and creating/teaching technical coursework to junior team members.
• Install, configure, update and troubleshoot services for customers, such as RedHat Linux OS level concerns, Application servers.
• Supports, configures, and automates the deployment of Linux infrastructure.
• Establishes and recommends policies on system maintenance, use, performance, services and automation.
• Troubleshoots internal and external applications, hardware problems and operating system issues.
• Work closely with application team to support.

• Major Incident Management.
• Managing P1/P2/P3/P4/P5 incidents as per the requirement.
• Maintaining awareness of all Critical Incidents.
• Manage team resources effectively to ensure appropriate resource are available at all times.
• Accountable for performance standards within the Incident Control team.
• Acting as escalation point for any issues relating to Area Incident Control team.
• Provide internal clients with value added technical insights in areas of functional expertise.
• Prioritization and assignment of all Incidents, Service Requests, Changes, and Problems assigned to the team’s Service Now queue.
• Lead day-to-day operational activities in of the Incident Management Team.
• Ensuring operational effectiveness and efficiency of Incident Management process.
• Initiating Incident Management, by recognizing/verifying an event or an issue reported through Request Management.
• Monitor the incidents workload per Tier 1 Analyst to ensure that the Service Level Agreement are respected.
• Escalate Incidents at risk of breaching Service Level Agreement with the respective Coordinator.

Systems IT Analyst (September 2018 - March 2019)

• Managed email accounts, remote access services, and Secure Web Access.
• Provided personal support to users remotely with 94% efficiency.
• Conducted daily maintenance of network printers and liaised between customers and other support technicians.
• Presented technical reports to a 20-member management team, leading to an upgrade of the IT department.
• Supervised the remote support installation on machines during off hours.

• Service Request Management & Knowledge Management.
• Managed Service Level Metrics.
• Identified and resolved problems through root cause analysis and research.
• Managing P3/P4 Incidents as per the requirement coordinating with major incident team.
• Developed troubleshooting guides and documentation for end-user support.

• Co-ordinate with the Vendors/Technical Teams Concerned to get the issues fixed in timely manner.
• Maintaining SLA targets.
• Troubleshooting Network issues related to VPN, LAN, Wi-Fi & Router issues.
• Submitted service tickets for equipment maintenance requests.