Keerthi Muktha

Application/Production Support Engineer with 5 years of experience in resolving incidents, monitoring systems, and ensuring seamless operations. Skilled in AWS (EC2, CloudWatch, RDS, Lambda, DMS, S3 bucket), SQL, Dynatrace, New Relic, Datadog and Postman. Strong in incident management, RCA, SLA adherence, and cross-functional collaboration to enhance service reliability.

Production Support Engineer - Cummins

(2024-03 - 2025-06)

Provided end-to-end production support for multiple business-critical applications, ensuring incidents were resolved within SLA timelines.

• Delivered detailed Root Cause Analysis (RCA) for recurring issues and collaborated with developers, QA, and business teams to implement permanent fixes.
• Supported and managed AWS cloud environments, including RDS upgrades, patching, EC2 instance management, CloudWatch logs, and DMS migrations.
• Monitored application performance with Dynatrace (dashboards, alerts, synthetic monitoring) to proactively detect issues and minimize downtime.
• Managed high-priority Jira tickets on Kanban board, tracking SLA adherence and providing clear communication to stakeholders.
• Led daily meetings with Customer Service team to review open issues, prioritize workloads, and align on resolutions.
• Created and maintained knowledge base documentation and SOPs for faster troubleshooting and knowledge sharing.
• Provided on-call and weekend production support, ensuring rapid recovery of critical systems during off-hours.
• Recommended process improvements in incident response and monitoring, helping reduce repeat issues and improve efficiency.
• Used Postman to validate APIs during incident troubleshooting, ensuring data accuracy and resolving integration-related issues quickly.
• Managed incident tickets on Jira Kanban board, prioritizing and resolving issues based on severity (Critical, High, Medium, Low) within SLA timelines.

Devops/Site Reliability Engineer - Tata Consultancy Services Ltd

Site Reliability Engineer - Kirkland's

(2021-09 - 2024-03)

Monitored and ensured 24/7 uptime of Kirklands.com, maintaining high customer satisfaction.

• Resolved escalated incidents and coordinated with vendors and internal teams to resolve outages quickly. Prepared RCA reports, and shared with business stakeholders.
• Conducted daily monitoring of application servers (CPU, memory, error rates, response times) using New Relic, Datadog, and AWS CloudWatch.
• Implemented preventive maintenance and coordinated system reboots and patching with infrastructure teams.
• Automated monitoring tasks through Jenkins jobs, reducing manual work and speeding up detection of external service issues.
• Partnered with development and offshore support teams via Jira to track fixes, improve workflows, and ensure timely incident resolution.
• Created and maintained SOPs for monitoring and incident response, improving consistency and knowledge transfer across teams.
• Reduced site downtime and improved customer experience by proactively identifying bottlenecks and resolving recurring issues before they escalate.

Build & Release Engineer - CGI Group Inc

(2016-03 - 2017-02)

Managed build and release activities across multiple applications using Jenkins, Git, Maven, and Ant.

• Developed automation scripts with Shell to reduce deployment errors and improve efficiency.
• Coordinated with project management, QA, and development teams to ensure smooth, error-free releases.
• Created and maintained build pipelines by merging source code from SCM for development, QA, and staging environments.
• Automated deployment steps using Bash shell scripting, reducing manual errors and increasing reliability.
• Configured Jenkins in master–slave architecture to improve build performance and supported migration from SVN to GitLab with identical configurations.
• Integrated static code analysis tools (Checkstyle, PMD, FindBugs, JUnit, DbUnit) into CI/CD pipelines for higher code quality.
• Documented build and deployment processes for knowledge transfer, reducing recurring support inquiries and onboarding time.

Bachelor of Technology - Computer Science - SR Engineering College, India (2011-09 - 2015-04)