Summary
Overview
Work History
Education
Skills
Timeline
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Swaroop Rachakonda

Swaroop Rachakonda

Tampa

Summary

With 14 years of experience in IT, I have worked on a variety of platforms, including Production Support, Application Support, Service Desk, Data Analyst, Data Governance, and SRE DevOps Engineer proficient in GCP, AWS, and Dynatrace. Specializing in optimizing cloud infrastructure and enhancing system reliability. Proven track record in driving efficiency and scalability in complex environments.

Overview

13
13
years of professional experience

Work History

Production Support Engineer

CXForward
Tampa
07.2022 - Current
  • Once all the information we have received has been verified, we will provide approval according to the request.
  • Developed and implemented procedures for production support operations.
  • Provided on-call support for critical production systems.
  • Monitored system performance, identified issues, and implemented solutions.
  • Created detailed documentation of process flows and configuration changes.
  • Performed root cause analysis to identify underlying causes of incidents.
  • Coordinated with development teams to ensure timely resolution of incidents.
  • Assisted in the deployment of new releases into production environment.
  • Scheduled maintenance activities during off peak hours.
  • Performed troubleshooting tasks on complex distributed systems.
  • Analyzed logs from multiple sources to identify patterns or trends in system behavior.
  • Participated in post-incident reviews to document lessons learned from outages and failures.
  • Generated reports on system availability, performance metrics and SLAs compliance.
  • Ensured that all IT infrastructure is up-to-date with latest security patches and upgrades.
  • Maintained inventory of hardware components used in the production environment.
  • Provided training and guidance to junior members within the team on production support activities.
  • Wrote engineering documentation, developed manufacturing processes, equipment specifications and change notices and implemented modifications.
  • Implemented Dynatrace monitoring solutions to proactively identify and troubleshoot performance issues across distributed cloud environments.

Support Lead

HCA Healthcare
Nashville, Tennessee
04.2019 - 05.2022
  • Domain: Healthcare
  • Drafted reports summarizing service level agreements with customers.
  • Provided technical guidance to team members on troubleshooting customer issues.
  • Responded to customer inquiries via telephone, email, chat.
  • Assisted in the training of new staff members on customer service techniques.
  • Maintained a high degree of confidentiality when dealing with sensitive information.
  • Maintained records of data communication transactions, problems and remedial actions or installation activities.
  • Oversaw daily performance of computer systems.
  • Collected, analyzed and reported on data for use in operational planning.
  • Identified and resolved issues to maintain connectivity and minimize downtime.

Application Support Engineer

Allstate Insurance
Northfield Township, Illinois
11.2018 - 05.2019
  • Customer facing application support with following the SLA's and OLA's
  • Closely worked on migration projects form legacy to Cloud foundry
  • Highly contributing to the team with Logging & Monitoring
  • Maintaining overall health of cloud based applications
  • Participate in planning of releases and maintenance activities with considering impact
  • To coordinate with teams for opportunities to reduce operational friction and automate wherever possible
  • Check the Overnight batch status
  • Manage and coordinate monthly releases of the application through changes
  • Troubleshooting production incidents as well as user issues, supported number of Major incidents
  • Assist with planning and testing of the applications during patching
  • Handling production call on daily basis
  • Preparing PPT presentation of the load summary and failure for client
  • Involved in resilience testing -DR Test activity, Preparation of SRP and runbook tasks.

Syntel
Pune
10.2010 - 11.2018
  • Working on EAGLE Application services, monitoring and troubleshooting incidents to minimize business interruptions, involved in implementation of any changes to application through change management
  • Responsible for monitoring, adding and modifying batch job schedules in order to minimize business interruptions
  • Responsible for monitoring ticketing queue in BMC Remedy and work accordingly on incidents, route out of scope incidents to respective teams
  • Represent team in weekly CAB Meetings for weekend production migrations; verify change requests raised by developers
  • Building harvest packages to move code from lower environment to higher environments
  • Work on weekly dashboard report and send it to management which help to analyse team performance
  • Involved in resource management activities and recruitment process.

Education

BSC - Computers & Science

01.2007

Skills

  • Operating System : MS-DOS (HP/AIX/Solaris), Linux, Windows 98/XP/2000,
  • Windows NT and Mainframes
  • Languages: SQL
  • Microsoft Tools: Word, Excel, and PowerPoint
  • Web technologies: HTML, DHTML, XML, JSP, and ASP
  • Monitoring Tools : Informatics Power Center, Cisco Tidal Enterprise Scheduler, Zeke and
  • AS400 (Mainframes), TWA (Tivoli Workload Automation)
  • Ticketing Tools : HPSM, Remedy, Service Anywhere, Jira
  • Web Severs: Java Apache, Web Logic 70, Web Sphere
  • Containerization Tools: Docker
  • CI CD: Jenkins
  • GIT & GIT HUB
  • Maven
  • Utilized Dynatrace to monitor, analyze, and optimize application performance, ensuring seamless user experiences

Timeline

Production Support Engineer

CXForward
07.2022 - Current

Support Lead

HCA Healthcare
04.2019 - 05.2022

Application Support Engineer

Allstate Insurance
11.2018 - 05.2019

Syntel
10.2010 - 11.2018

BSC - Computers & Science

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Swaroop Rachakonda