Vishal Kumar
New Delhi
Summary
Results-driven IT professional with 7.6+ years of experience in application production support, specializing in Java and web-based platforms. Proficient in Java, Spring Boot, Microservices, AWS and Restful API, Site Reliability Engineer, APM Observability. Proven ability to ensure system uptime, reduce incidents, and improve customer satisfaction in high-stakes environments. Skilled in ITIL-based service management, cloud platforms, incident/problem/change management, and monitoring tools. Known for cross-functional collaboration, technical troubleshooting, and process automation to drive operational excellence.
Overview
8
8
years of professional experience
Work History
Associate IT Consultant
ITC InfoTech Pvt. Ltd.
06.2022 - Current
- Project: GWPI Production Support
- Client: Fidelity International (Team size: 14)
- Roles: Production Support Specialist
- Providing high-level production support and ensuring the seamless operation of critical applications for a leading financial services client.
- Developed a skill set in java and web application production support processes including incident management, problem resolution, change management and system monitoring, complemented by hands-on experience with a variety of monitoring tools and ticketing systems(service-now).
- Server health check's (Performance, Memory Utilization, CPU usage & Disk space Etc.,)
- First line of technical support for production issues, triaging incidents, investigating root causes, and coordinating with developers and DevOps to maintain system reliability and uptime.
- Collaborated with development and DevOps teams to improve observability and automate monitoring and alerting.
- Nurturing strong customer relationships to understand challenges and translate technical issues into actionable solutions, enhancing user satisfaction, streamlining workflows, and driving business improvements.
- Representing the support team during high-priority P1, P2, and P3 incident resolution calls, demonstrating leadership in managing critical incidents, driving rapid resolutions, and stabilizing applications to ensure minimal downtime and business continuity.
- Driving timely resolution of data-related issues, meticulously tracking and logging support tickets, while collaborating with teams to ensure fixes were promptly applied, enhancing system integrity and preventing potential downtime.
- Leading L3 incident management, analyzing system/application behavior, replicating issues in QA for root cause identification, and implementing solutions to reduce future incidents and enhance application performance.
- Conducting comprehensive health checks on the production environment following patching and new code deployments (using CI/CD pipelines and Jenkins), ensuring optimal system performance, identifying potential issues early, and minimizing the risk of disruptions to business operations.
Consultant
Capgemini Ind Pvt. Ltd.
12.2017 - 06.2022
- Project: Walt Disney Parks & Resorts
- Client: Walt Disney World (Team Size-10)
- Roles: L2 - Java Production/Application Support | L3- Microservices Production Support Analyst
- On-call production support (24x7), monitoring and maintaining multiple applications in development, QA, staging, and production environments.
- Logs analysis using Splunk tool for the issue raised by end user when facing issue with application behavior.
- Change management activities for an application from QA environment to production using change process and follow-ups with Cab approvals.
- Involved in application maintenance, development and support. Participated in user maintenance, break fixes, enhancements as well as gathering the business requirements. Used Jira for creating user stories and planning daily/weekly meetings.
- Perform root cause analysis and provide solutions or workaround to minimize impact.
- Monitor health and performance of microservices and APIs in production environments.
- Maintain incident logs and document recurring issues for knowledge base.
- Level 1 - Analyze log, console messages.
- Level 2 - Understand scenario, reproduce in local, identify problem & identify resolution.
- Level 3 - Identify work around or resolution to manage the current situation, suggest client if any.
- Batch & CRON jobs monitoring (Analyze the job failures, Stop & start of the jobs Etc.,)
- Triage issues if there are any errors found in the loaders, application. If any errors, take it forward to identify cause and resolution, reach out to technical team if a code/DB fix required.
- Server health check's (Performance, Memory Utilization, CPU usage & Disk space Etc.,)
- Post implementations check list preparation and application & server heath checks Client Calls.
- Follow-up status with development team and QA team and Release communication to internal teams.
- Proficient with APM tool like Dynatrace Synthetic monitoring and AppDynamics to analyze the key performance metrics analysis, identifying bottlenecks, conduct deep dive analysis of the problems to identify the root cause analysis and metrics.
Education
Bachelor of Technology - Information Technology
Amity School of Engineering and Technology
05.2017
Skills
- Core Java
- Java Production Support
- Microservices architecture (Spring Boot)
- ITIL and ITSM Framework
- Problem Management
- Log Analysis
- Troubleshooting and Debugging
- Root Cause Analysis
- Jira
- AWS Support
- XML
- JSON
- Rest APIs
- Splunk
- Remote Support (24/7 On Call)
- AppDynamics
- Grafana
- Java
- Web Services
- Confluence
- GitHub
- New Relic
- Sybase
- Power BI
- Defect Tracking Tool
- Amazon Web Services (AWS)
- Web-Application Production Support
- Microservices Support Engineer
- Service Now
- Incident Management
- Change and Release Management
- Patch Management
- MySQL
- Elastic Search & Kibana
- Service delivery
- Jenkins and Docker
- DevOps
- Postman
- SoapUI
- Putty
- Waterfall
- Agile
- L1
- L2
- L3 Production Support
- Unix
- Linux Servers
Awards
- Mile Award, Outstanding Support in Deployments
- Start Award, Excellence in Dashboard Development for Microservices
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Associate IT Consultant
ITC InfoTech Pvt. Ltd.
06.2022 - Current
Consultant
Capgemini Ind Pvt. Ltd.
12.2017 - 06.2022
Bachelor of Technology - Information Technology
Amity School of Engineering and Technology
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