Harshalkumar Rane

DevOps Engineer

Pune, Maharashtra, India14 yrs 10 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 10 years of experience in application support.
Expert in incident and problem management.
Proven leadership in site reliability and production support.

Stackforce AI infers this person is a SaaS Operations and Support Specialist with strong expertise in incident management and application reliability.

Contact

harshalkumar.rane@impactanalytics.co LinkedIn

Skills

Core Skills

Incident ManagementService Delivery ManagementProblem ManagementCustomer ServiceChange ManagementIncident HandlingBusiness AnalystTelecommunications BillingTroubleshootingApplication Support

Other Skills

Amazon Web Services (AWS)ApacheApplication DeploymentApplication upgradeAzure DevOpsBMC Remedy Ticketing SystemClient CommunicationClient SupportCollaborative LeadershipCore JavaCustomer CommunicationCustomer EngagementCustomer Escalation ManagementCustomer ExperienceCustomer Satisfaction

About

I am a Production Support Manager taking care of Application Operations and Site Reliability with a demonstrated history of working in the computer software industry. I have extensive experience in handling application support for more than 100 customers across the globe. Highly skilled in SQL, Unix, PL/SQL, AWS, GCP, New Relic, ELK, Prometheus, Grafana, Apache Webserver, WebLogic, Apache Tomcat, JBoss, Incident Management, Problem Management, Change Management, Root Cause Analysis, ITIL Service Operations, and ITIL V4 Certified, Domain expertise of Telecom, Retail and Workforce Management Domains.

Experience

14 yrs 10 mos

Total Experience

2 yrs 11 mos

Average Tenure

3 yrs 7 mos

Current Experience

Impact analytics

Production Engineering Manager

Nov 2022 – Present · 3 yrs 7 mos

 Lead and mentor a diverse team of Site Reliability Engineers and Production Support Engineers.
 Ensure the reliability, scalability, and efficiency of applications and services.
 Cultivate a culture of collaboration, continuous improvement, and operational excellence.
 Coach and mentor support engineers on techniques, processes, and new technologies, enabling team members to be autonomous, efficient, and successful.
 Manage and own support issues end-to-end, including managing and resolving major incidents and application outages.
 Solve highly complex, ad-hoc application critical problems and determine the best solution within SLAs or around cost/benefit analysis
 Implement and continuously improve observability and monitoring for applications to ensure comprehensive visibility into system performance and health.
 Follow industry-standard processes and operational policies across incident, change, and problem management, with a view to performing continuous service improvement.
 Lead and deliver high-quality, on-time application support in a fast-paced environment, following best practices and adhering to SLAs to minimize escalations.
 Collaborate with members of product teams (Developers, Quality Engineers, Dev Ops, Technical Product Managers, and Business Product Managers) to determine the root causes and solutions
 Manage and improve efficiency and quality of support by automating complex routine tasks
 Handle and support project activities like hotfixes, upgrades, and new project deployments.
 Organization building through hiring, coaching, maintaining high morale within the team. Also, improving training and onboarding processes in the team to ensure faster ramp up.

Collaborative LeadershipPresentation SkillsService-Level Agreements (SLA)Incident ManagementCustomer ServiceChange Management+29

Nice ltd

3 roles

Senior Specialist Cloud Operations Engineer

Jul 2021 – Nov 2022 · 1 yr 4 mos

 Handling customer escalations regarding the application availability in proper state and communicate system outages to product and technical teams to resolve customer issues.
 Training and mentoring the team members and provide on the job coaching.
 Driving the Problem Management to perform root cause analysis for System Outage or Triage and reporting RCA to avoid such incidents in future.
 Monitor and review team’s metrics to improve functional and operational efficiency.
 Identify & drive opportunities to enhance service delivery and customer experience.
 Create a fun and engagement-inspiring working environment that encourages personal responsibility and mutual support
 Identify & suggest business improvement and customer satisfaction improvement opportunities.
 System Monitoring, Hosted Application Maintenance, Application Deployment, Major application Releases, End user incidents Support and Reporting in PRODUCTION Environments.

Team BuildingProject ManagementCollaborative LeadershipRoot Cause Problem SolvingHigh-Pressure SituationsSoftware as a Service (SaaS)+20

Specialist Application Operations Engineer

Oct 2018 – Jul 2021 · 2 yrs 9 mos

 Extensive experience in Change Management, Incident Management, Problem management.
 Hands on experience on app servers like JBoss, Tomcat, web servers like apache httpd.
 Handling Outage or Triage situation in close co-ordination with other teams like SA, DBA, Infra.
 Effective solution provision and performing root cause analysis for System Outage or Triage and reporting RCA to avoid such incidents in future.
 Examining relevant log files stored on UNIX server/Windows server for RCA of the incident.
 Monitoring servers and application interfaces for uninterrupted service through tools like Nagios.
 Handling major releases and deployments of applications through a process of Change Management for the application modification to a latest version.
 Incident Handling, Raising Defects to Developer teams, raising changes as requested by the stake holders/ Development team and liaising with the team for the same.

Customer ServiceGlobal Application SupportCustomer CommunicationRed Hat LinuxMySQLAmazon Web Services (AWS)+10

Tech Lead Applications Operations Engineer

Aug 2016 – Oct 2018 · 2 yrs 2 mos

 Round the clock service provision and resolving customer issues of Cloud Application Operations in NICE Workforce Management (IEX WFM) 7.2 application, NICE Employee Engagement Manager 8.5 (Java based application support) for worldwide client base.
 Mainly involves in System Monitoring, Hosted Application Maintenance, Application Deployment, Major application Releases, End user incidents Support and Reporting in PRODUCTION Environments.
 Handling escalations from the users regarding the application availability in proper state and communicate system outages to business and technical teams to resolve customer issues.

Customer ServiceCustomer CommunicationIncident HandlingServiceNowCustomer SatisfactionLinux+9

Amdocs

System Analyst

Dec 2014 – Aug 2016 · 1 yr 8 mos · Pune

 Amdocs EPC/MEC Product configuration including New Rating Packages, Rate Plans, CUG Plans, Contracted Free units, VAS Services, Promotion packs, Roaming products, complex conditions and business scenarios etc.
 Supporting client's EPC OGS & integration (onsite / offshore) and vast experience in Amdocs EPC as System Analyst-Implementation.
 Review and assess the implications or gaps that might surface as it relates to technical system capabilities and fix issues related to existing configuration.
 Creating and providing SQL scripts for data amendments as well as writing temporary workaround scripts.
 Handling production defects/incidents as well as UAT issues through data manipulation via SQL queries and PL/SQL scripts.
 Providing innovative solutions and best solution approach for EPC at the client site.
 Handling and providing solutions to Ad-hoc Requests on daily basis from Business users along with Incidents which are assigned to our group.
 Good knowledge of rating, billing operations in Telecom domain.

LinuxOracle SQLHP QCHP UXIBM AIXBusiness Analyst+12

Cybage software

Technical Support Engineer

Nov 2013 – Dec 2014 · 1 yr 1 mo · Pune

 Troubleshooting and resolution of production incidents and defects reported by business partners.
 Refinement of Billing offers and components with the Product Offerings.
 Handling dump activities and dump delivery on time to effect the changes done in Master Environment onto Production Environment, DB compare report preparation.
 Handling escalations by adhering to escalation matrix and notifying the management team of any potential escalations or complex problems in a timely manner.
 Adherence to SLA i.e. high priority incidents’ immediate resolution and following escalation matrix.
 Preparing the release notes, consolidating RA sheets, business cases and sharing them across all the teams involved as business partners.

LinuxOracle SQLIncident ManagementBMC Remedy Ticketing SystemEPCTroubleshooting+9

Tech mahindra

Software Engineer

Jul 2011 – Oct 2013 · 2 yrs 3 mos · Pune, Maharashtra, India

 Application Production support, Monitoring & Troubleshooting.
 Coordinating with different teams and clients for resolving the issues related to application.
 Involved in 24/7 on-call support for production environment.
 Ensure proactive measure to avoid issues/errors and escalations.
 Resolving medium and high level incidents raised from Remedy.
 Raising incidents, change request to fulfill business needs.
 Working knowledge of change and problem management.
 Escalation handling on Incident Management calls and service delivery within SLA.