Open to opportunities

Rupesh Kumar

@rupeshkumar9

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Application & Platform Support Manager specializing in RCA, incident lifecycles, and observability.

India

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What I'm looking for

I’m looking to lead platform/production support where I can own end-to-end problem and incident lifecycles, use observability and SQL diagnostics, and accelerate MTTR through AIOps and automation—while partnering with engineering and business in always-on operations.

I’m an Application & Platform Support Manager with 10+ years leading problem management, root cause analysis, and production support across enterprise eCommerce (including SAP Commerce Cloud) and multi-platform environments. I own critical incident lifecycles end-to-end—major incident dissolution, RCA, permanent remediation, and post-incident reviews—partnering with Engineering, Product, and Business teams to keep systems stable.

In recent leadership roles, I’ve driven 40–80% reductions in recurring/major incidents while sustaining 95–98% platform availability, and I actively improve our Known Error Database and knowledge management to accelerate resolution and reduce MTTR. I’m currently expanding my focus into AIOps and automation-driven support practices, using SQL-based diagnostics, API health monitoring, and observability tooling (Splunk, Grafana, Dynatrace, ELK) to detect issues earlier and reduce manual toil.

Experience

Work history, roles, and key accomplishments

Current

Assistant Manager - Production Ops

Current

Samsung Data Systems

May 2024 - Present (2 years 2 months)

Owned the end-to-end problem management lifecycle for enterprise eCommerce and SAP Commerce platforms, including RCA and major incident dissolution/technical bridge leadership. Drove a 40% reduction in operational incidents and sustained ~96% platform availability while improving API health monitoring, observability, and automation initiatives.

Problem Management Technical Bridge API Monitor SQL Diagnostics Log Analysis Process Automation Knowledge Management PIM Splunk Grafana Observability IT Operations

Staff Engineer - System Monitoring

Nagarro Software Pvt. Ltd.

Jan 2019 - Apr 2024 (5 years 3 months)

Owned problem management and RCA for an enterprise eCommerce (SAP Commerce) platform, leading permanent fixes and critical incident dissolution. Built proactive monitoring dashboards and alerting, and supported major promotional events end-to-end, driving an 80% reduction in major incidents and sustaining 95–98% service availability.

Problem Management Business Continuity Management SQL Diagnostics PIM Grafana Splunk Alerting Dashboards ServiceNow Jira ITIL Change Management Release Management Synthetic Monitoring Knowledge Sharing

Engineer - Operations Support

HREEM IT Solutions

Mar 2018 - Jan 2019 (10 months)

Supported 24/7 eCommerce platform operations, including application health monitoring, incident response, and problem investigation. Reduced system failures by 80% through improved alerting and root-cause-driven fixes, and supported pre-release environment validation and change verification.

Incident Response Alerting Preproduction Validation Production Stability

Engineer - Infrastructure Support

Huawei Telecommunications

Apr 2016 - Mar 2018 (1 year 11 months)

Provided infrastructure monitoring and incident support across multi-region systems, supporting escalations and performance/capacity reporting. Drove a 55% reduction in incidents through enhanced monitoring and proactive problem identification.

Infrastructure Monitoring Multi Region Systems Performance Escalations

Education

Degrees, certifications, and relevant coursework

Guru Nanak Dev University

Bachelor of Technology, Electronics and Communication Engineering

2012 - 2016

Grade: 7.74/10

Earned a Bachelor of Technology in Electronics and Communication Engineering, completing the program from 2012 to 2016. Graduated with a GPA of 7.74/10.