PRAVEEN KUMAR B P

Description:

Currently engaged with project related to Restaurant File Maintenance Application (RFM) as an L3/L4 and Platform Support Analyst/. It is a web-based JAVA Enterprise Application to aid restaurant managers and integrators to configure all information required to run the McDonald's NewPOS suite sites. It Populates information on Point of Sale (POS) registers in restaurants with product changes, promotions, and other relevant data from a central location, in a secure and reliable way.

Responsibilities:

• IBM WAS and DB server monitoring for McDonald's markets globally.
• Application and server log monitoring across all environments using New Relic, CloudWatch etc. to track system logs, error logs, and performance metrics.
• Experience working with AWS services such as EC2, Amazon S3, DMS, API Gateway, and EKS.
• Conducted weekly and monthly maintenance for over 76 non-production servers across all seven markets.
• Involved in incident, problem, and access management.
• Understanding of ITIL, SDLC and Product Lifecycle methodologies is a definite plus.
• Responsible for managing ITIL processes and ensuring adherence to response and resolution Service Level Agreements (SLAs).
• Proficient in working within UNIX and Windows environments.
• Oversee the creation and management of WebSphere Application Server (WAS) domains and clusters to ensure high availability.
• Deployed various Enterprise Archive (EAR) and Java Archive (JAR) files in clustered environments.
• Experienced in establishing database connectivity for application servers.
• Automated administrative tasks using shell scripting.
• Deploy applications to Staging and Production environments and troubleshoot any issues that arise during the process.
• Manage Identity and Access through the ServiceCafe tickets.
• Work on Change Management for application configuration changes.
• Create and maintain a knowledge base for all defects and coordinate with Level 2 support for various issues.
• Address incidents, problems, user queries, and requests in ServiceNow, ensuring that appropriate problem-solving techniques and processes are utilized.
• Execute SQL scripts provided by the Development team on Oracle Database to resolve various application defects.
• Perform restarts, maintenance, and upgrades of the IBM Web Application Server.
• Prepare support-related reports and manage knowledge effectively.
• Proactively identify performance bottlenecks or capacity issues and collaborate with the relevant teams to find resolutions.
• Provide support outside of regular office hours, on weekends, and during major releases to assist development and customers in resolving issues they encounter.
• Conducted root cause analyses (RCA) for recurring or critical production incidents and recommended solutions to prevent future occurrences.
• Document production incidents, issues, and solutions in detail for future reference and continuous improvement.
• Collaborated closely with product managers, solution architects, developers, and business analysts to understand new features or changes and assess their impact on production.
• Coordinated with infrastructure and cloud teams to maintain the backend systems, servers, and network components that support field force applications.