Summary
Overview
Work History
Education
Skills
Affiliations
Websites
Certification
Accomplishments
Timeline
Generic
Rakesh Roshan Lenka

Rakesh Roshan Lenka

Bangalore

Summary

Senior TechOps Engineer with 7 years of experience at Paytm, specializing in AWS services and operational efficiency improvements. Proven ability to mentor teams and resolve complex customer issues while fostering cross-departmental collaboration. Committed to delivering exceptional results and strengthening stakeholder relationships.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior TechOps Engineer

Paytm
Bangalore
06.2023 - Current
  • Lead and drive the Support Team as per scheduled deadlines for various tasks, taking necessary steps to ensure completion within time and effort parameters, in coordination with internal resources and third parties/vendors.
  • Resolving challenging customer situations, liaising with executive levels, managing around 300 tickets concurrently, and providing mentorship to the team.
  • Partner and communicate with Product, Support, Operations, and Sales, as well as other internal teams, for trends and work to identify gaps/issues while offering solutions.
  • Delivering customer satisfaction and overall excellence by identifying opportunities (or issues), and assisting with speedy resolution.
  • Provided guidance as team lead to newer members, supplied constructive feedback, and suggested ways to improve their knowledge base.
  • Helped onboard new employees, and created process documentation to get new hires up to speed more effectively.
  • Providing accurate and regular reports to the management and stakeholders on the performance of the KPIs.
  • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
  • Contributing to technology-based solutions for enhancing functional efficiency, reviewing existing systems, and business requirements, and facilitating the implementation of new systems and processes in line with business goals and objectives.
  • Fostering a healthy working environment, guiding, mentoring, and monitoring the performance of team members to ensure efficiency in process operations, and developing competency among the team.

Technical Analyst

Infosys Limited
Bangalore
11.2021 - 06.2023
  • Providing support at the L1 level, depending on the priority of the issues.
  • Monitoring the ticket queue on a regular basis.
  • Tracking the log files and monitoring the growth of the log files.
  • Responsible for executing and monitoring the daily, weekly, and monthly jobs.
  • Monitoring the server's health checkups and fixing the errors.
  • Monitoring disk space alert and CPU utilization.
  • Extracting data from production databases as per user request.
  • Writing SQL queries as per client requirements.
  • Debugging and resolving problems reported by customers.
  • Providing support to L2/L3 levels depending on the priority of the issues.

Programmer Analyst

Cognizant Tech. Solutions
Kolkata
04.2018 - 11.2021
  • Providing support to L2 level, depending on the priority of the issue.
  • Escalate to L2/L3 if necessary, and coordinate with them.
  • Communication with the client and delivering as per their expectations.
  • Status reporting is done on a weekly, monthly, and quarterly basis.
  • Coordinating with various interface systems to resolve issues.
  • Generating and providing the reports as per the user’s requirements.
  • Worked on data frames and wrote queries to analyze the data.
  • Providing support on a 24/7 basis.

Education

B.Tech - Computer Science and Engineering

PMEC
Odisha
01.2017

Completed 12th - Science stream

D.M.SCHOOL
BBSR, ORISSA
01.2012

Skills

  • MySQL and PostgreSQL
  • Python
  • Unix, shell scripting
  • AWS services: Athena, S3, EC2, EBS, EKS
  • API testing with Postman and Swagger
  • Grafana and ArgoCD
  • BitBucket 8190
  • Data visualizations: Looker, Superset
  • Manual testing
  • AI tools: Gemini, Copilot, ChatGPT, and Cursor

Affiliations

  • Root cause analysis and troubleshooting
  • Data analysis
  • Test and optimize the system
  • Problem solving
  • Client and stakeholder relationship management
  • Dashboard management for metrics
  • Customer success
  • Process improvement
  • Team management and leadership
  • Incident and change management

Websites

Certification

  • Certificate of Completion of Python Bootcamp, 2021
  • Certificate of Ultimate AWS Solutions Architect Associate, 2021
  • IBM Certified Python for Data Science
  • Certificate of AI Tools Workshop

Accomplishments

  • Extra Miller Award

Timeline

Senior TechOps Engineer

Paytm
06.2023 - Current

Technical Analyst

Infosys Limited
11.2021 - 06.2023

Programmer Analyst

Cognizant Tech. Solutions
04.2018 - 11.2021

B.Tech - Computer Science and Engineering

PMEC

Completed 12th - Science stream

D.M.SCHOOL

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Rakesh Roshan Lenka