Nagendra Pantham

Site Reliability Engineer with 8+ years of experience in Incident, Problem, and Change Management, production support, and observability across enterprise environments in telecom and financial services. Skilled in monitoring and alerting (Datadog, Grafana, Kibana, AppDynamics), ITSM tooling (ServiceNow), UNIX shell scripting, PL/SQL, and database administration. Track record of driving root-cause analysis, reducing recurring incidents, and improving system reliability through automation.

Site Reliability Engineer - Comcast - Philadelphia, PA

(2023-01)

• Own end-to-end Incident, Problem, and Change Management using ServiceNow, triaging and resolving incidents against SLA commitments.
• Monitor production health and service reliability using Grafana, Datadog, Kibana, and AppDynamics dashboards, proactively identifying anomalies before they escalate.
• Lead root-cause analysis for major incidents, partnering with engineering teams to implement permanent fixes and reduce repeat occurrences.
• Drive post-incident reviews and the problem management lifecycle, tracking remediation items to closure.
• Participate in on-call rotation, providing production support and rapid incident response to minimize downtime.
• Review and risk-assess change requests as part of the change management process to ensure changes are implemented without service disruption.

Incident Management & Production Support - Goldman Sachs - Salt Lake City, UT

(2019-01 - 2022-12)

• Performed post-load checks via GUI to verify demographic and update data loaded accurately across applications.
• Monitored EOD/SOD batch cycles for applications delivering P&L, interest, billing, and position data to clients.
• Led problem management for major incidents, partnering with cross-functional teams to identify and implement permanent fixes.
• Tracked audit history, revisions, and upstream/downstream relationships across CI types, including asset and depreciation data.
• Built automation for batch job reruns and standard-change templates using IP Center and Automation Anywhere.
• Trained on SecDB and Slang to support software database administration and updates.
• Monitored multiple databases (DB2, MongoDB) and resolved batch issues in Slang/UNIX-based applications to meet daily SLAs.
• Tuned Slang and UNIX scripts to improve batch performance and resolved production data and code issues.
• Led team members in delivering streamlined solutions and represented the team in stakeholder and onboarding meetings.

Data Analyst and Production Support - Royal Caribbean - Miami, FL

(2018-03 - 2018-12)

• Gathered business requirements and authored BRD/FRD documents mapping new market rules and desk-level procedures.
• Used Adobe Analytics and Google Analytics to build dashboards, ad-hoc reports, and funnel reports for website performance.
• Served as lead business analyst supporting directors across Sales Operations, Web Marketing, and IT.
• Reconciled provider back-end data to improve data quality across existing entities.
• Mentored IT application developers to ensure tools were built to specification, working in an Agile environment.

QA, Production, and Marketing - Cellic Games - Orlando, FL

(2016-06 - 2017-12)

• Tested games for defects and documented findings for the development team.
• Resolved defects in C# within Unity and Unreal Engine.
• Promoted released titles through digital channels and gaming events.
• Participated in weekly QA and story discussion meetings to help scope and refine product requirements.

PMO and Data Analysis - Accenture - Bangalore, India

(2012-07 - 2015-10)

• Monitored operational status and managed issue resolution with project and operations managers.
• Proactively identified and implemented data improvements and system customizations to meet business requirements.
• Supported weekly, monthly, and quarterly operational reporting for stakeholders.
• Built an automated system to add, terminate, and update member data from weekly ACT roster files.
• Worked with Facilities to validate member eligibility and demographic data for accurate group/subscriber setup.

Master's - Entertainment Business - Full Sail University (2016-01 - 2017-05)

Bachelor's - Computer Science - JNTU (2008-08 - 2012-03)