POTNURU SUSHMA

Project1:

• Client: HBO App Support & Maintenance
• Duration: May2021 to Feb2023
• Role: Application Support
• Roles and Responsibilities:
• Daily checking of our assigned tickets (incident, requests, tasks) and duly following up for the work in progress problem records
• Monitored and maintained business-critical applications to ensure availability, performance, and functionality, adhering to SLA standards.
• Work with Operations and Engineering to troubleshoot and test resolutions to these issues
• Monitor application performance and system health using tools and dashboards.
• Diagnosed and resolved technical issues in applications, databases, and integrations, minimizing impact on end-users.
• Worked as Media Operations team to process overflow work by request with other departments
• Working knowledge of digital video fundamentals including: sync, timecode, standards, formats and frame rates
• Interact with various internal departments for day to day operations including weekly status meetings and systems development.
• Provide technical support to end-users and address queries related to applications.
• Generate reports on application performance, incidents, and resolutions.
• Created and maintained technical documentation, including knowledge base and operational procedures.

Project2:

• Client: State Farm Insurance
• Duration: May2023 to till now
• Role: Production Support
• Roles and Responsibilities:
• Monitored and maintained production systems to ensure availability, performance, and reliability, meeting SLA and business requirements.
• Diagnosed and resolved system/application issues, minimizing downtime and maintaining seamless operations for end-users.
• Handling multiple outages proactively
• Utilized monitoring tools (e.g., Splunk, Kibana) to proactively identify potential system bottlenecks and performance issues.
• Handling tickets proactively using Service now tool
• Worked on2 automations Lead Count report and Error rate reports in-order to automate in sending them on time without human intervention
• Created and maintained documentation, such as runbooks, troubleshooting guides, and incident reports for operational readiness.
• Actively participated in knowledge transfer to the new resources
• Served as the Shift Lead responsible for overseeing daily operations during assigned shifts
• Interact with various internal departments for day to day operations including weekly status meetings and systems development
• Worked on 2 automations Lead Count report and Error rate reports in-order to automate in sending them on time without human intervention