Shri Ram M J R
Bengaluru
Summary
Proactive and results-driven Incident Engineer with 7 years of experience in application and production support. Skilled in leveraging ITIL frameworks and strategic communication to swiftly resolve critical incidents and prevent future disruptions. Proficient in stakeholder management, risk assessment, and decision-making, emphasizing operational resilience and customer satisfaction. Known for leading disaster recovery tests, influencing product enhancements, and collaborating with cross-border teams to advance incident prediction systems. A committed professional dedicated to driving continuous improvement and proactive incident prevention.
Overview
8
8
years of professional experience
Work History
Incident , Problem and Change Engineer
Razorpay Software Private Limited
04.2022 - Current
- Served as a primary technical escalation point for critical incidents (P1/P2), performing rapid diagnosis, troubleshooting, and resolution to minimize service downtime.
- Managed an average of 5 incidents per day, consistently meeting or exceeding SLA targets for restoration time.
- Collaborated effectively with Service Desk (L1) and specialized teams for efficient incident triage and resolution.
- Participated in on-call rotations, providing 24/7 technical support for critical infrastructure and applications.
- Utilized monitoring tools (e.g., Splunk, Grafana, Datadog Monitor) to proactively identify anomalies, diagnose root causes, and predict potential service disruptions.
- Analyzed system logs, event viewer, performance metrics, and application traces to pinpoint the source of incidents.
- Documented detailed incident resolutions, workarounds, and troubleshooting steps in the Knowledge Base to facilitate faster future resolutions.
- Assisted in preliminary Root Cause Analysis (RCA) activities, providing data and insights to Problem Management.
- Participated in Post-Incident Review (PIR) meetings, offering technical insights and recommendations for preventing future occurrences.
- Implemented minor changes and configurations under the guidance of Change Management to resolve incidents and improve system stability.
- Leads the end-to-end Problem Management process, adhering to ITIL best practices, from identification through resolution and closure.
- Proactively identifies recurring incidents and potential service stability issues through trend analysis, incident data review, and collaboration with Incident Management, Service Desk, and monitoring teams.
- Categorizes and prioritizes problems based on business impact, frequency, and severity, ensuring focus on critical system stability issues.
- Maintains and continuously updates the Known Error Database (KEDB) with detailed problem records, workarounds, and permanent solutions.
- Strategic and results-driven Change Manager with 2 of comprehensive experience in orchestrating IT changes within dynamic enterprise environments.
- Proven expertise in applying ITIL best practices to ensure seamless transitions, mitigate risks, and enhance operational stability and service delivery.
- Adept at stakeholder engagement, process optimization, and leading cross-functional teams to successfully implement complex organizational and technical changes.
- Passionate about fostering a culture of controlled innovation and continuous improvement.
Tech Lead - Application Support
Cognizant Technology Solutions
09.2020 - 04.2022
- Day-to-day customer request fulfillment and administration of AWS cloud services Using IAM.
- Performing Start and Stop Request of EC2 Instances as required by the Org.
- Team Lead for a Particular Client Application and acted as SME for that application.
- Conducted Post Mortem meetings for Production issues and also involved in Technical Writings.
- Created Alarms using Cloud watch, Splunk and Data dog for Monitoring Teams and configured with AWS SNS.
- Involved in Deciding the Scaling part of the EC2 Instances based on the usage and predictive forecasting of usage of AWS EC2 instances.
- Created EC2 instances with the predefined Data provided by Development teams and ensured the Security part is good with the predefined standard operating procedure.
- Creating alerts via tools such as Cloud Watch and Splunk for the L1 monitoring system to capture issues faster.
L1 Monitoring Production Support Engineer
Cognizant Technology Solutions
09.2017 - 09.2020
- Managed end-to-end Application Performance Monitoring (APM) solutions using Grafana for two critical business applications across cloud environments.
- Contributed to capacity planning and scaling initiatives by providing performance trend data and forecasting resource requirements.
- Acted as a key contributor to operational excellence, participating in 24/7 on-call rotations and rapidly responding to critical incidents and alerts.
- Integrated various monitoring tools with ITSM platforms Jira for automated incident creation and streamlined alert management.
- Implemented synthetic transaction monitoring and real user monitoring to gain comprehensive insights into end-user experience and proactively identify service degradation.
- Configured and fine-tuned alerting thresholds, creating actionable alerts that reduced false positives by 20% and improved alert accuracy for critical incidents.
Education
Bachelor of Engineering -
Knowledge institute of Technology -Anna University
01.2016
Skills
- ITIL Framework
- Incident Management Tools
- Technical Knowledge
- Communication Skills
- Leadership Skills
- Decision-Making Skills
- Continuous Improvement
- Stakeholder Management
- Change Management
- Risk Management
Languages
English
Tamil
Sourhastra
Hindi
<Enter your own>
- Title: Major Incident Manager - ITIL V4 Trained and Certified
- Nationality: Indian
Timeline
Incident , Problem and Change Engineer
Razorpay Software Private Limited
04.2022 - Current
Tech Lead - Application Support
Cognizant Technology Solutions
09.2020 - 04.2022
L1 Monitoring Production Support Engineer
Cognizant Technology Solutions
09.2017 - 09.2020
Bachelor of Engineering -
Knowledge institute of Technology -Anna University
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