JEEVAN PEDASINGU
Vijayawada
Summary
Results-driven Production Support Engineer with 3.9 years of experience in 24x7 production environments. Specialized in Incident, Problem, and Change Management utilizing ServiceNow and ITIL practices. Proficient in monitoring and resolving production issues with Dynatrace, Quantum Metric, and Grafana, while supporting application availability through Java, SQL, Linux, and AWS.
Overview
4
4
years of professional experience
Work History
L2 Production Support Engineer
Cognizant Technology Solutions
06.2022 - Current
- Provide L2 production support for enterprise applications in a 24x7 production support environment, ensuring system reliability and application availability.
- Manage end-to-end incident lifecycle (P1/P2/P3) including triage, investigation, resolution and closure using ServiceNow.
- Perform proactive monitoring and alert management using Dynatrace, Grafana and Quantum Metric.
- Conduct Root Cause Analysis (RCA) using logs, dashboards and incident trends and implement preventive measures.
- Collaborated with DevOps and development teams during release validation, change management activities, production deployments, and post-deployment verification to ensure application availability and production stability.
- Coordinated major incident war-room calls to restore services within SLA timelines.
- Supported and enhanced application observability through dashboards, alerts, logs, and monitoring metrics to improve application reliability and operational efficiency.
- Created and maintained Runbooks, SOPs and KEDB articles.
- Supported CIAM and authentication/login flows to maintain uninterrupted user access.
Education
B.Tech -
Prasad V. Potluri Siddhartha Institute of Technology
01-2022
Intermediate -
Sarada Educational Institutions
01-2018
SSC -
Nirmala High School
01-2016
Skills
- IT Service Management: ServiceNow, Incident Management, Problem Management, Change Management
- Production Support: Root Cause Analysis (RCA), Alert Management, Release Validation, Production Troubleshooting, SLA Management, MTTA, MTTR
- Monitoring & Observability: Dynatrace, Quantum Metric, Grafana
- Cloud Platforms: AWS
- Databases: MySQL, PostgreSQL
- Operating Systems: Linux, Unix
- Programming Languages: Java, SQL
Websites
Accomplishments
Promising Award, Recognized for proactive incident handling and contribution to application stability.
Timeline
L2 Production Support Engineer
Cognizant Technology Solutions
06.2022 - Current
B.Tech -
Prasad V. Potluri Siddhartha Institute of Technology
Intermediate -
Sarada Educational Institutions
SSC -
Nirmala High School