Suraj Dubey
Noida
Summary
Highly skilled and detail-oriented L2 Support and Production Support Engineer with 3 years of hands-on experience in IT service management, incident and change management, and monitoring using industry-leading tools. Adept in ensuring system availability, troubleshooting production issues, and resolving complex incidents in a fast-paced environment. Expertise in ServiceNow, AppDynamics,Splunk,Rundeck,VM Portal,Azure Portal with a proven ability to collaborate with cross-functional teams to maintain seamless operations.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Associate Consultant
Capgemini Technology Services India Ltd.
Noida
01.2022 - Current
- Managed ServiceNow incidents, ensuring compliance with SLAs, and collaborating with cross-functional teams to resolve production issues.
- Managed the change management process for production systems, reviewing and approving changes to ensure they were implemented with minimal impact on users.
- Utilized AppDynamics to monitor application performance, track key metrics, and identify performance degradation, helping to proactively address issues.
- Leveraged Splunk for log analysis, identifying performance bottlenecks, troubleshooting, and driving incident resolution in collaboration with development teams.
- Managed incident resolution and performed root cause analysis (RCA) for critical production issues to prevent recurrence.
- Provided critical support during the migration of on-premises applications to the Cloud (Azure), ensuring a smooth transition and minimal production downtime. Also ensured that proper data backups and rollback procedures were in place prior to migration activities.
- Documented incident and change management activities, including the creation of knowledge base articles, and post-incident reports.
- Played a key role in identifying and remediating security vulnerabilities across cloud and on-premises environments.
Education
Bachelor of Technology - Information Technology
Gautam Buddha University
Greater Noida, Uttar Pradesh10-2021
Intermediate Certificate - Science
Nirmala Convent Sr Sec School
Renukoot, Sonebhadra-Uttar Pradesh10-2021
Skills
- Cloud Migration Support: Assisted in the migration of on-premises applications to cloud platforms (Azure), ensuring minimal disruption and a successful cutover
- Security Vulnerability Management: Identifying, tracking, and resolving security vulnerabilities across production systems, applying patches, and ensuring compliance with security policies
- Incident and Change Management: Proficient in managing and resolving incidents, service requests, and overseeing change processes using ServiceNow
- Monitoring and Troubleshooting: Skilled in using AppDynamics and Splunk for monitoring application performance, troubleshooting issues, and analyzing logs to detect anomalies
- Problem Management: Expertise in root cause analysis (RCA), and collaboration with development and security teams to prevent recurring issues
- Compliance and Risk Management: Ensuring compliance with security standards and assisting with risk assessments during cloud migrations
Certification
- AWS certified Cloud Practitioner:- Foundational, high-level understanding of AWS Cloud, services, and terminology
- Azure AZ-900:- Foundational knowledge of Azure concepts and services.
- Splunk Certification:- Zero to Power User by Udemy
Projects and Achievements
Disney Project: L2/Production Support for Dining & Ticketing Applications
- Application Support: Provided Level 2 (L2) production support for critical Dining and Ticketing applications used by Disney guests, ensuring smooth operations for both backend systems and customer-facing interfaces.Responded to incidents affecting the Dining reservation system and Ticketing platform, diagnosing issues, and coordinating with development teams for root cause analysis (RCA) and resolution.
Managed high-priority incidents impacting ticket sales and dining reservations, minimizing downtime and ensuring seamless guest experiences.
- System Monitoring & Performance Optimization: Utilized AppDynamics to monitor system health and performance of the Dining and Ticketing applications, proactively identifying and addressing performance bottlenecks before they impacted users.Provided real-time monitoring of key application metrics, such as reservation success rates and ticket transaction processing times, to ensure optimal system performance.
- Incident & Problem Management: Led the resolution of critical incidents and collaborated with cross-functional teams (development, infrastructure, and security) to address root causes and implement permanent fixes.
Timeline
Associate Consultant
Capgemini Technology Services India Ltd.
01.2022 - Current
Bachelor of Technology - Information Technology
Gautam Buddha University
Intermediate Certificate - Science
Nirmala Convent Sr Sec School
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