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Currently Leading a Team of 14 L2 Support Engineers
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Technical Deployment & Change Management
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Lead end-to-end planning and execution of complex deployment activities across production and UAT environments, ensuring successful delivery through structured change management processes.
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Collaborate with development teams to identify defects, define solutions, and track delivery timelines. Prepare rollback plans, execute changes, and manage approvals through CAB meetings (98% success rate).
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Experienced in conducting PIRs and implementing corrective actions to improve reliability and availability of services post-deployment.
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Customer Engagement & Escalation Handling
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Interface with business platform teams, users, and vendors to assess priorities, resolve escalated issues, and ensure delivery of critical change sets within SLAs.
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Act as a point of contact for end users and partners, providing clear communication, technical advice, and issue resolution with a strong focus on customer satisfaction (CSAT).
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System Maintenance & Technical Operations
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Manage Kubernetes clusters, Docker container environments, and quarterly patching of Linux servers for optimized performance and security.
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Skilled in handling infrastructure components including RabbitMQ, Redis, Jaeger, Grafana, NGO, and monitoring logs for rapid issue resolution.
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Experience in supporting MSSQL and PL/SQL environments—handling updates, indexing, and view/triggers development for application stability.
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Project Coordination & Process Ownership
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Plan and coordinate new site go-live events, conducting environment assessments, site visits, and delivering detailed KT sessions for team readiness.
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Own internal documentation processes including FAQ creation, knowledge base updates, and RCA reporting to build self-help resources and minimize recurring issues.
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Team Enablement & Training
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Conduct regular L2 team training and mentoring, driving upskilling efforts and enabling the team to handle issues independently.
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Collaborate across cross-functional teams to streamline ticket triage, issue resolution, and improve first-time fix rates.
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Tool & Platform Proficiency
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Hands-on experience with Kubernetes, Docker, Linux, RabbitMQ, Redis, Grafana, NGO, JMeter, Postman, ARC, Kuma, Jaeger.
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Familiar with Azure cloud deployments using DevOps pipelines, and strong knowledge in networking, infrastructure operations, and system performance tuning.