Prasanth Kumar Pamula

Process the L1 received tickets and resolve them within the defined SLAs.
Provide basic troubleshooting support and RCA.
Triage the tickets to decide on a resolution approach and, if necessary, route to L2/L3 teams for second-level investigation and till the closure.
Provide regular status updates to all stakeholders and update the ticket status in the system.
Monitor and report application health and take corrective action when the applications are not healthy.
Document and maintain the SOPs, operational runbooks, and documentation.
Responsible for maintaining Knowledge base and FAQ
Track and continuously improve SLA performance
Participation in SEV1/2 incidents by troubleshooting and monitoring the system.
Transparent collaboration across all the stakeholders and internal team.
Dispatch and liaise over BAU tickets to respective teams till the closure of tickets.
Improvised the access request from team followups to Ticket.
Continuous improvements: identifying repetitive alerts and bringing them to the L2 engineer's notice for a seamless support fix.
Identifying alert bugs and bringing them to the L2 engineer's notice for seamless support fixes.
- Reduced L1 manual effort of L1 engineers by removing the CloudWatch tracker after discussion with L2, as L2 is nowhere utilizing this.
- Introduced leave tracker for seamless support execution. - Runbooks review every 3 months for seamless management. - Login checks (AWS/Azure/Servers/Tools) for seamless management. Identify the gaps and discuss them with client management.
RCA walkthrough with client management over the outages.
Weekly catchup with client management.

• Responsible for managing all aspects of DevOps: deployments, release management, configuration management, and technical operations.
  Accountable for the entire DevOps lifecycle and implementation/deployment process, manage CI/CD pipelines and their automation using tools like Azure DevOps. Responsible for managing all infrastructure-related issues, building and setting up new development tools and required infrastructure. Define and implement release automation across environments, perform critical hotfix deployments, and encourage and build automated processes wherever possible. Coach and mentor junior DevOps team members.

• Azure infrastructure provisioning with Terraform, responsible CI/CD automation for both Java and.NET-based applications, responsible for CI/CD pipelines using Azure DevOps, troubleshooting issues encountered in build and deployment, and responsible for managing all aspects of DevOps: deployments, release management, configuration management, and technical operations.
  Accountable for the entire DevOps lifecycle and implementation/deployment process. Manage CI/CD pipelines and their automation using tools like Azure DevOps. Responsible for managing all infrastructure-related issues. Building and setting up new development tools and required infrastructure. Define and implement Release Automation across environments. Perform critical hotfix deployments. Encourage and build automated processes wherever possible. Coach and mentor junior DevOps team members.

Responsible for managing all aspects of DevOps: deployments, release management, configuration management, and technical operations.
Accountable for the entire DevOps lifecycle and implementation/deployment process. Manage CI/CD pipelines and their automation using tools like Azure DevOps. Responsible for managing all infrastructure-related issues. Building and setting up new development tools and required infrastructure. Define and implement release automation across environments. Perform critical hotfix deployments. Encourage and build automated processes wherever possible.

• Cloud (AWS) Infrastructure provisioning with Terraform
• responsible and managing CI/CD pipelines using jenkins
• troubleshooting issues encountered in build and deployment
• integrate code between the branches and resolve merge conflicts
• preparing release notes for production ready
• configuration management with Ansible.

• Managing a version control system.
• Managing and automating the build process.
• Managing and automating the deployment process.
• Working closely with engineering, operations, quality assurance, and project management teams to define and execute projects related to build, release, and deployment.
• Bug fixing and troubleshooting.
• Writing and maintaining scripts in languages like Bash to automate various tasks.