Sateesh Kumar

Application Support Engineer with over 4 years of experience providing L2 Production Support for enterprise applications in mission-critical environments. Experienced in application monitoring, incident management, technical troubleshooting, production support, root cause analysis, and production deployments. Proficient in UNIX/Linux, Oracle SQL, PL/SQL, log analysis, and Shell Script monitoring.

Strong analytical and problem-solving skills with proven experience collaborating with cross-functional teams, maintaining operational documentation, and delivering SLA-driven support. Possess foundational knowledge of ITIL service management, monitoring tools, cloud fundamentals, and automation concepts.

Operations Analyst – L2 Production Support - Netcracker Technology - Hyderabad, India

(2021-08)

Provided L2 Production Support for a mission-critical enterprise billing platform supporting wholesale telecom operations. Responsible for monitoring production applications, troubleshooting incidents, validating production data, supporting deployments, and collaborating with multiple teams to maintain high system availability and SLA compliance.

• Monitored production applications, batch jobs, and operational workflows to ensure continuous availability of critical business services.
• Investigated and resolved production incidents by analyzing UNIX/Linux logs, application logs, and Oracle database records.
• Executed Oracle SQL queries using PL/SQL Developer to validate application data, troubleshoot production issues, and support incident resolution.
• Monitored Shell Script-based production jobs, investigated failures, coordinated recovery activities, and ensured successful job execution.
• Managed production incidents and service requests through the ticketing system while maintaining SLA commitments and timely stakeholder communication.
• Escalated complex production issues to Development and Infrastructure teams and tracked them through successful resolution.
• Supported production deployments, scheduled maintenance activities, and post-deployment validation to ensure application stability.
• Performed testing and validation of application enhancements and defect fixes in Mirror and lower environments before production implementation.
• Conducted Root Cause Analysis (RCA) by collecting production logs, analyzing application behavior, validating data, and documenting corrective actions.
• Maintained operational runbooks, troubleshooting guides, standard operating procedures, and production documentation.
• Collaborated with Development, Configuration, Infrastructure, and Operations teams to resolve technical issues and improve production stability.
• Identified recurring production issues and contributed to operational process improvements that enhanced application reliability and support efficiency.
• Participated in daily production support calls, incident review meetings, and stakeholder discussions to communicate application health and issue status.
• Received the STAR Award at Netcracker Technology for outstanding contribution to the T-Mobile Wholesale Billing project.
• Recognized for maintaining production stability, consistently meeting SLA commitments, and supporting business-critical enterprise applications.

Bachelor of Technology - Electronics and Communication Engineering - Gokaraju Rangaraju Institute of Engineering and Technology (GRIET) (2021)