Venkata Rama Krishna User

I am an Application Support Engineer with 5 years of experience in L2 production support across banking, fintech, and insurance platforms. I focus on P3/P4 incident triage, runbook execution, and ServiceNow ticket management to keep production services stable.

I respond to production alerts and manage end-to-end incident workflows—alert acknowledgement, log-based triage, root cause identification, and timely resolution within defined SLAs. I monitor Datadog dashboards/APM and log analysis streams to validate service health across application and infrastructure layers, and I coordinate with cross-functional teams to reduce business impact during 24x7 operations.

I build observability dashboards that correlate application metrics, logs, and infrastructure KPIs to prevent Sev-1 incidents. I also support zero-downtime production deployments and incremental releases, confirm functional correctness of application/API layers post-deployment, and automate recovery with documented operational playbooks.

Beyond incidents, I handle problem prevention by analyzing recurring failures, creating problem tickets, and updating runbooks/knowledge articles to improve MTTR. I deliver daily system health checks, support EOD/SOD batch operations via CA AutoSys, and maintain ticket hygiene to ensure full traceability and continuous improvement.