Deepika Agnihotri

Dynamic Cloud and Production Support Engineer with 5 years of professional experience managing high-availability applications and cloud infrastructure. Proficient in Linux administration, AWS ecosystem, and CI/CD support. Adept at incident management using ServiceNow, ITRS and AutoSys, proactive monitoring with Prometheus/Grafana, and automating operational tasks to ensure 24/7 system stability and performance.

Currently pursuing a Master's in Cloud Computing from the University of Maryland Global Campus (UMGC).

Site Reliability Engineer (Client: Citi Bank) at Virtusa Consulting Services (2021-04 – 2022-06)

• Provided end-to-end cloud support for banking applications on AWS, maintaining 99.9% uptime for critical financial services.
• Administered Linux systems (Ubuntu, CentOS) including user management, service configuration, troubleshooting and Checked job logs, error messages, and file processing status to identify batch failures.
• Implemented Prometheus monitoring, Grafana dashboards, and ELK stack logging.
• Streamlined operations by automating routine server health checks using Shell and Python scripting.
• Managed incidents, service requests, change tickets. Coordinated production changes and system patches using ServiceNow, ensuring SLA-based resolution and proper documentation.
• Monitored batch jobs using AutoSys, analyzed failures, checked logs, and coordinated reruns/restarts with scheduling teams.
• Collaborated with teams via Jira and Confluence to ensure system reliability.

Production Support Engineer at Fidelity National Finance India (2017-10 – 2021-02)

• Provided Level 2 production support for Credit and Market Risk applications. Performed incident and problem management, root cause analysis, and escalations.
• Performed production health checks, incident troubleshooting, SQL/UNIX-based issue analysis and run book updates for recurring issues.
• Executed UNIX commands, shell scripts, and SQL queries as part of batch issue resolution and production support activities.
• Ensured timely completion of batch jobs and escalated critical failures to appropriate teams to avoid SLA breaches. Performed sanity checks after batch completion, deployment, restart, and release activities.
• Monitored batch jobs via ITRS, AutoSys and managed production support tickets in ServiceNow, ensuring timely resolution within defined SLA.

Master of Science in Cloud Computing – University of Maryland Global Campus (UMGC) (2025-09)

Bachelor of Engineering in Electrical and Electronics Engineering – Biju Patnaik University of Technology (2010 – 2014)