Summary
Overview
Work History
Education
Skills
Education Certifications
Expertise
Timeline
Generic

Naga Naveen Kumar. M

Summary

Project Technical Lead with 15 years of experience in Middleware, Application Support, and Production Support, including 5+ years in team leadership. Expertise in Incident, Problem, and Change Management within ITIL frameworks. Proven ability to reduce incident volume, improve system stability, and drive process improvements. Skilled in root cause analysis, proactive monitoring, and automation. Proficient with ServiceNow, BMC Remedy, Splunk, AppDynamics, and Dynatrace. Strong communicator with experience managing stakeholders, leading cross-functional teams, and supporting 24/7 production environment.

Overview

18
18
years of professional experience
1
1
year of post-secondary education

Work History

Project Technical Lead

Bell Integration
03.2023 - Current
  • Company Overview: Client – MasterCard. Website: https://www.bell-integration.com/
  • Played a senior/lead role in application build and release implementations, ensuring smooth and error-free deployments across environments.
  • Acted as the lead technical resource during deployments, troubleshooting issues, and coordinating across teams to minimize downtime.
  • Proficient in configuring and troubleshooting application servers such as Apache Tomcat, JBoss, and IBM WebSphere.
  • Skilled in Unix/Linux shell scripting for automation of routine maintenance tasks including scheduled restarts, log rotation, and disk cleanups.
  • Delivered Level 3 Middleware support for a wide range of technologies including F5 Load Balancers, Tomcat, Apache HTTP Server, DNS, and SSL/TLS Certificate Management.
  • Deep expertise in F5 Load Balancer configuration and management – including Virtual Servers, Pools, iRules, and Data Center-level routing.
  • Strong experience in SSL Certificate lifecycle management, covering creation, renewal, and deployment across F5, Tomcat, and JBoss environments.
  • Adept at DNS administration, including domain configuration, DNS record creation, and troubleshooting resolution issues.
  • Worked closely with development teams to prepare change documentation, review changes, and ensure compliance with ITIL processes.
  • Maintained and updated operational documentation such as support wikis, runbooks, SOPs, and known issue trackers to support ongoing operations and knowledge sharing.
  • Proficient in using monitoring and observability tools including Splunk Ip center and Dynatrace for performance tuning, root cause analysis, and proactive alerting.
  • Client – MasterCard. Website: https://www.bell-integration.com/

Project Technical Lead

Amelia Global Services Private Limited
04.2020 - 02.2024
  • Company Overview: Client – MasterCard. Website: https://amelia.ai/
  • Acted as Senior/Lead Technical Resource in implementing multiple application builds and releases, ensuring smooth deployments and post-release stability.
  • Led incident response efforts: documented incident details, created and distributed incident response letters, secured approvals, and engaged stakeholders proactively based on severity.
  • Ensured strict adherence to the Incident Management process; maintained accurate incident and problem records and updated Configuration Items (CIs) accordingly.
  • Collaborated within the Incident Management team to meet performance targets and KPIs through continuous improvement initiatives.
  • Oversaw KPI-driven evaluations in alignment with Change and Problem Management policies, improving governance and operational efficiency.
  • Played an integral role in the process of determining causes for impact to availability and their ultimate resolution. Drove project implementation plans that enhanced system reliability.
  • Played a pivotal role in root cause analysis and resolution planning for service disruptions, leading project implementations that enhanced overall system reliability.
  • Configured monitoring conditions in Splunk to detect faults and trigger real-time email alerts for proactive issue resolution.
  • Participated in weekend release cycles, including code review and production implementation activities.
  • Led the annual Disaster Recovery (DR) runbook creation, including coordination and execution of infrastructure patching during maintenance windows.
  • Actively participated in Change Advisory Board (CAB) meetings, contributing to risk assessments and decision-making on planned changes.
  • Client – MasterCard. Website: https://amelia.ai/

Applications Engineer

IPsoft Global Services Pvt, Ltd.
01.2018 - 03.2020
  • Company Overview: Client – MasterCard.
  • Served as the Senior/Lead Technical Resource for multiple application builds and releases, ensuring seamless deployment, integration, and post-release stability.
  • Collaborated with the Incident Response Team to document incident details, create client-facing response letters, obtain necessary approvals, and coordinate timely communication.
  • Ensured compliance with the Incident Management process, maintaining accurate records of remediation actions and Configuration Item (CI) updates.
  • Monitored team performance and contributed to achieving defined KPIs as part of the Incident Management Team.
  • Enforced adherence to Change and Problem Control policies using performance metrics to ensure operational consistency and effectiveness.
  • Led efforts to identify and resolve root causes of system availability issues, driving enhancements in system reliability and uptime.
  • Created and executed project implementation plans aimed at improving system performance and operational efficiency.
  • Configured and maintained Splunk to monitor system health, generate alerts, and trigger email notifications for proactive incident handling.
  • Handled day-to-day production support, including debugging, issue resolution, and system optimization.
  • Reviewed and validated operational checklists, providing final signoff for production readiness.
  • Partnered with L3 Support and Development Teams to identify defects, improve system performance, and coordinate release deployments.
  • Actively participated in Change Advisory Board (CAB) meetings, ensuring thorough risk assessment and approval of changes with minimal impact to business operations.
  • Client – MasterCard.

Applications Engineer

IPsoft Global Services Pvt, Ltd.
07.2015 - 12.2017
  • Company Overview: Client – Multiple Clients CGS, IHG, Genworth Financial.
  • Focused extensively on Web Administration tasks including deployments, monitoring, load balancing, clustering, performance tuning, and routine maintenance of web and application servers.
  • Administration of WebSphere 8.5, WebLogic 10.x/12c, Apache web server 2.2/2.4, JBOSS 6x/7x and IBM HTTP server 7.0/8.0/8.5.
  • Followed ITIL-based Problem and Change Management processes to support issue resolution, manage production changes, and assist offshore teams during activities like load testing.
  • Proactively monitored application health using ticketing systems; resolved issues by performing deep-dive investigations and applying corrective actions.
  • Developed shell scripts to automate and streamline basic administrative and operational tasks.
  • Played a key role in Change Management, particularly during major change and release cycles, ensuring minimal disruption and seamless integration.
  • Monitored JMS queues, JMS modules, and message flows across applications to ensure consistent message delivery and error-free communication.
  • Conducted detailed application and JVM troubleshooting, including analysis of heap dumps, core dumps, and logs to diagnose memory leaks and application issues.
  • Tuned JVM parameters for optimal performance, addressing CPU, memory, and garbage collection-related challenges.
  • Delivered Root Cause Analysis (RCA) for all Problem Management tickets, contributing to long-term issue prevention and process improvement.
  • Actively monitored server performance and network traffic to detect and eliminate performance bottlenecks.
  • Used GSLB (Global Server Load Balancer) tools like F5 BIG-IP to manage traffic routing across multiple data centers for high availability and fault tolerance.
  • Client – Multiple Clients CGS, IHG, Genworth Financial.

Applications Administrator

IPsoft India Pvt, LTD.
01.2013 - 06.2015
  • Company Overview: Client – Comcast.
  • Installed and configured IIS on various Windows Server environments, optimizing for both performance and security.
  • Managed multiple websites and web applications, including configuration of bindings, application pools, and virtual directories.
  • Implemented SSL/TLS certificates, enforced IP restrictions, and configured authentication/authorization mechanisms to secure hosted applications.
  • Performed performance tuning by adjusting IIS settings, enabling compression, and configuring caching to reduce server load and enhance user experience.
  • Conducted regular backups of IIS configurations and websites to ensure rapid recovery in case of system failure or data loss.
  • Monitored IIS logs and performance counters to proactively detect and address potential performance or availability issues.
  • Utilized PowerShell and appcmd.exe to automate routine administrative tasks, improving operational efficiency and minimizing manual intervention.
  • Maintained comprehensive documentation of IIS configurations, standard operating procedures (SOPs), and troubleshooting steps for streamlined support and knowledge transfer.
  • Client – Comcast.

WebLogic Administrator

National Pharmaceutical Industries Company
01.2009 - 12.2012
  • Company Overview: The first pharmaceutical manufacturing company in Oman, driven by Innovation and Quality. Website: http://npioman.com/
  • Installed and configured new WebLogic Application Server environments tailored for specific department-level production and staging needs.
  • Set up and maintained WebLogic domains and managed server instances, ensuring stable and scalable middleware infrastructure.
  • Configured WebLogic Plug-ins on the web server layer to enable seamless integration and load distribution.
  • Administered and managed the Apache Web Server, supporting enterprise-grade web applications and services.
  • Performed regular application updates and deployments, ensuring minimal downtime and maintaining application integrity.
  • Conducted thorough system utilization analysis to forecast infrastructure needs and optimize resource allocation.
  • Upgraded WebLogic domains and components to maintain security, performance, and compatibility with enterprise applications.
  • Managed backup processes to ensure consistent data protection and quick recovery capabilities.
  • Responded to monitoring alerts, taking corrective actions promptly to mitigate risks and maintain service uptime for Concert applications.
  • Provided 24/7 support for mission-critical Concert applications, ensuring business continuity and uninterrupted pharmaceutical operations.
  • The first pharmaceutical manufacturing company in Oman, driven by Innovation and Quality. Website: http://npioman.com/

Trainee Analyst - Programming

AAMGST
02.2007 - 12.2008
  • Company Overview: A growing offshore Geomatics data solutions provider.
  • Gathered and analyzed business requirements directly from clients to ensure accurate understanding and alignment with project goals.
  • Maintained continuous client communication regarding requested modifications, updates, and clarification throughout the development lifecycle.
  • Responsible for creating detailed Logical and Physical Design Documents, supporting system architecture and development planning.
  • Contributed as an offshore Team Member for key applications, including, Resources Booking Chart, Employee Portal Module, Project Activities Module, RichSalesAgent Module.
  • Delivered comprehensive user documentation post-development for each application release, aiding smooth adoption and user onboarding.
  • A growing offshore Geomatics data solutions provider.

Education

Bachelor of Engineering - Computer Science

Andhra University
01.2006 - 12.2006

Skills

WebSphere

Education Certifications

Bachelor of Engineering in Computer Science, Andhra University, 2006

Expertise

WebSphere, WebLogic, JBoss, Apache Tomcat, Apache HTTP Server, IHS, Microsoft IIS, DNS tool, F5, NetScalars, Git, Jenkins, Puppet, IPcenter, Splunk, Dynatrace, Blazemeter, Change Management, Incident Management, Problem Management

Timeline

Project Technical Lead

Bell Integration
03.2023 - Current

Project Technical Lead

Amelia Global Services Private Limited
04.2020 - 02.2024

Applications Engineer

IPsoft Global Services Pvt, Ltd.
01.2018 - 03.2020

Applications Engineer

IPsoft Global Services Pvt, Ltd.
07.2015 - 12.2017

Applications Administrator

IPsoft India Pvt, LTD.
01.2013 - 06.2015

WebLogic Administrator

National Pharmaceutical Industries Company
01.2009 - 12.2012

Trainee Analyst - Programming

AAMGST
02.2007 - 12.2008

Bachelor of Engineering - Computer Science

Andhra University
01.2006 - 12.2006

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Naga Naveen Kumar. M