Sep 2022 – Present · 3 yrs 9 mos · India · Hybrid

• Served as primary L2 escalation point for P1/P2 incidents across production Kubernetes environments; led RCA and corrective actions reducing P1 incidents by 25%.
• Managed full incident lifecycle in ServiceNow — triage, escalation, coordination with Dev/SRE teams, post-incident documentation, and SLA adherence.
• Monitored pod health, node status, and cluster performance; diagnosed CrashLoopBackOff, image pull errors, and resource constraint issues using kubectl.
• Supported CI/CD pipelines by monitoring Jenkins’ jobs, identifying deployment failures, and coordinating rollbacks in production and non-production environments.
• Diagnosed and resolved application failures in microservices-based banking systems — analyzed API errors, service timeouts, and integration failures across components.
• Used SQL queries on PostgreSQL databases to investigate data discrepancies, transaction failures, and backend issues impacting production workflows.
• Monitored application and system logs using Instana and Grafana; identified anomalies, set alert thresholds, and triggered proactive interventions before customer impact.
• Maintained 24×7 on-call availability; supported night shifts ensuring uninterrupted operation of business-critical containerized platforms.