Shri Ram M J R
Incident Engineer At Razorpay Software Private Limited
Summary
With more than 6 years of expertise in incident management, the diligent and creative incident engineer handles all incidents, problem & change management. I like to work in a demanding atmosphere to prepare for a leaders hip role.
Overview
6
6
years of professional experience
Work History
Incident Engineer
Razorpay Software Private Limited
Bengaluru
04.2022 - Current
- Demonstrated a strong team player mindset by actively supporting and guiding team members beyond on-call responsibilities, providing assistance wherever needed.
- Facilitated team members' skill development through Knowledge Transfer (KT) sessions, enabling them to enhance their expertise and contribute to team effectiveness.
- Taking ownership of Platinum customers escalations and working with Operations Peers to fix the problem.
- Excellent knowledge in understanding Application, Infrastructure and Monitoring from inception. Participating in the leadership review meeting.
- Proficiency in Monitoring status of Servers, Applications, Network devices and links situated throughout global Quintiles using the monitoring tools.
- Working closely with BCM to protect overall business continuity.
- Assisted team members during incident calls by providing proper communication, promoting effective incident management and customer satisfaction.
- Actively participated in staff meetings to listen to team status and progress, and to stay updated with new processes and initiatives, providing valuable suggestions and insights.
- Assisting in the recovery of all P0/P1 Major incidents, maintaining appropriate reporting and notifying key stakeholders, and ensuring minimal business effects are all important tasks.
- Analyzing risk and impact and revising plans accordingly over time.
- Updating the daily status to the upper-level management on daily status call.
- Excellent knowledge in understanding of Escalation and Monitoring from inception. Responsible and taking care of all the priority incidents logged.
- Good knowledge of the Cloud Platform – SAAS environment.
- Establish various processes to ensure good incident quality, prepared documentation and took KTs to the team members.
- Effective communicator with the ability to build relationships with both clients and coworkers and inspire others to accomplish organizational goals.
- Coordinating infrastructure teams on environment outages and application and infrastructure alarms.
- Taking care of deliverable reports like MTTR reports, SLO, KPI, and SLA.
- Providing process support on a 24/7 shift to guarantee availability and high-level service.
L2 Application Engineer
Cognizant Technology Solutions
Coimbatore
09.2017 - 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 AWS.
- Incident Manger for handling for P1 and P2 incidents.
- 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.
- Have hands on Experience using Pager duty Tool and acted as client side SRE for setting up alarms and moving the notifications to make sure that impact of production issue should be minimized as much as possible.
- 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.
- Having Technical Knowledge on Application Load balancer and Network Load Balancers.
- Having Technical Knowledge on Troubleshooting basic network related issues such as making sure the servers are properly connected to IAT or NAT.
- Performed DR Activities every month to make sure everything in Warm standby mode in case of Actual Failure.
- Having Technical Knowledge on AWS Services like S3 Bucket and its Varieties.
- Having Basic Knowledge on AWS Security Service like AWS Shield and WAF.
- Having Theoretical Knowledge on VPC and Subnets for applying in AWS.
- Having strong work Experience with AWS Technology Partner and AWS Service desk engineer to solve real time problems which is faced by client team.
Education
Bachelor of Engineering - Electrical And Electronics Engineering
Anna University
Salem 06.2012 - 2016.06
Skills
Fast Learner Collaboration Team work Multitasking Creativity Leadership Working under pressure Communication skill
Timeline
Incident Engineer
Razorpay Software Private Limited
04.2022 - Current
L2 Application Engineer
Cognizant Technology Solutions
09.2017 - 04.2022
Bachelor of Engineering - Electrical And Electronics Engineering
Anna University
06.2012 - 2016.06
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