Shiva Sharma

Managing Axway Amplify API solutions for cloud 18 + customers ( AWS/ Azure /Kubernetes). Solution Lead for APAC & EMEA for Cloud Customer

Managing Critical upgrades, Priority Issues, DR Activity, New Customer onboarding, Migration and end-to-end solutions.

Skills: Axway API Gateway Manager· Axway API Manager ·Axway APIM Upgrade, API Portal Upgrade, Axway Decision Insight Upgrade, Disaster Recovery Planning and execution· Customer Engagement · ITIL Process Implementation · Linux · Azure pipeline · Amazon Web Services (AWS), Azure Portal · Kubernetes · Bash scripting · Application · REST APIs · Linux Server · Migration Projects · Apache · Site Upgrades · Cassandra · Application Architecture.

• Handle assigned tasks within the team.
• Work on assigned priority/ mager tickets & postmortem to provide the Root Cause Analysis (RCA) to the customer.
• Manage BSR of policy implementation and deployment of the Fed or XML file through Policy Studio.
• Manage Axway API Gateway, API Manager, API Portal, Axway Decision Insight, and Cassandra.
• Escalate issues to EG & R&D with the necessary analysis.
• Maintain Service Level Agreements (SLA) and efficiency during shifts.
• Keep the Management informed of major & Priority issues in Global meetings.
• Ensure proper shift handover with the next available shift lead and set up sync-ups with the team to resolve open issues assigned to team members.
• Ensure the application is up and running, analyzing the impact of changes and fixes before applying it to the customer environment to avoid outages.,
• Plan the Customer activity (upgrades, DR Activity, Migration, Patching, Changes, Planned maintenance window)
• Prepare knowledge base for new issues and create high-level and technical game plans for critical activities to avoid human error.
• Debug logs using application and system-generated logs and AWS/Azure monitoring graphs.
• Monitoring Tools: Grafana, Icinga, Prometheus, CloudWatch.
• Ticketing Tools: Jira, ServiceNow.
• Databases: MySQL, Cassandra.

Managing Axway Amplify API solutions for cloud 18 + customers ( AWS/ Azure /Kubernetes). Solution Lead for APAC Cloud Customer

Managing Critical upgrades, Priority Issues, DR Activity, New Customer onboarding, Migration and end-to-end solutions.

Skills: Axway API Gateway Manager· Axway API Manager ·Axway APIM Upgrade · Customer Engagement · ITIL Process Implementation · Linux · Azure pipeline · Amazon Web Services (AWS), Azure Portal · Kubernetes · Bash scripting · Application · REST APIs · Linux Server · Migration Projects · Apache · Site Upgrades · Cassandra · Application Architecture.

• Handle assigned tasks within the shift.
• Work on assigned priority/manage tickets & postmortem to provide the Root Cause Analysis (RCA) to the customer.
• Manage BSR of policy implementation and deployment of the Fed or XML file through Policy Studio.
• Manage Axway API Gateway, API Manager.
• Escalate issues to EG & R&D with the necessary analysis.
• Maintain Service Level Agreements (SLA) and efficiency during shifts.
• Keep the Management informed of major & Priority issues in Global meetings.
• Ensure proper shift handover with the next available shift lead and set up sync-ups with the team to resolve open issues assigned to team members.
• Ensure the application is up and running, analyzing the impact of changes and fixes before applying it to the customer environment to avoid outages.,
• Plan the Customer activity (upgrades, Migration, Patching, Changes, Planned maintenance window)
• Prepare a knowledge base for new issues and create high-level and technical game plans for critical activities to avoid human error.
• Debug logs using application and system-generated logs and AWS/Azure monitoring graphs.
• Monitoring Tools: Grafana, Icinga, Prometheus, CloudWatch.
• Ticketing Tools: Jira, ServiceNow.
• Databases: MySQL, Cassandra.

Managed 10+ Cloud Customers, responsible for issues, monitoring process & alerting, and System availability for cloud ecommerce solutions(Intershop).

Skill:- Customer Engagement · ITIL Process Implementation · Linux ·Intershop management console.Datadog, New Relic, RapidSpike PRTG.Logs debugging, SFTP monitoring, Replication monitoring, Akamai Purge cache

• Take care of Webshop and Intershop(SLD system/SMC/Backoffice) related issues and tasks.
• Work on the assigned ticket and provide the issue RCA to the Customer.
• Escalate the issue on L3 With the required Analysis.
• Maintain the SLA and efficiency during the shift.
• Proper Shift handover with the next available Engineer.
• Monitoring Key Jobs and setting up site readiness for different Projects.
• Prepare a knowledge base for the team.
• Logs debugging, SFTP monitoring, Replication monitoring, Akamai Purge cache
• Monitoring Tool - Datadog, New Relic, RapidSpike PRTG.
• Ticketing Tool- Jira, Service Now
• Database- SQL, PostgreSQL

• Provide support for data centers hosted Applications & Database servers.
• Manage the AWS Hosted Servers and maintenance.
• Manage & monitor Network, Firewall, VPN and other Access.
• Manage the Dialer application and Database server.
• Shift management, Team management.

• Managed 60+ Cloud Customers, responsible for mager issues, Upgrades, Onboarding, and Migration for contact center solutions.
• Provide L3-level Support based on L2 Analysis and solve the customer query.
• Shift management.
• Change management.
• Escalate the issue to the Product team(L4) with the required analysis.
• Prepare a knowledge base for the team.
• Prepare a Plan of action document for scheduled maintenance and build upgrade activity.

• Managed 60+ Cloud Customers, responsible for issues, Upgrades, Onboarding and change management for contact center solutions.
• Work on the assigned ticket and provide the issue RCA to the Customer.
• Escalate the issue on L3 with the required Analysis.
• Maintain the SLA and efficiency during the shift.
• Proper Shift handover with the next available Engineer.
• Complete the Activity as per the shared POA on the Customer Server.

• Attend the Product training session and submit the assignment within the timeline.
• Understand the Customer query and provide L1-level support to Customers.
• Schedule Customer Activity and complete responsibility of new, open, and pending tickets.