Smita Do

Technologies-
RabbitMQ, ITIL, Confluence, Putty, Splunk, MQ,
Services, CyberArk, amazon CloudWatch, amazon SNS, amazon autoscaling,
amazon S3bucket, amazon Ec2 instance, Cloudtrail, amazon SQS, Cloudfront,
amazon IAM, Solarwinds, Salesforce
Role In the Project:
1) Led a team of 10 members in delivering application and production
support while consistently meeting SLA/OLA commitments. Monitored,
tracked, and resolved production issues across multiple client
environments to prevent business impact. Utilized Postman, Putty,
RabbitMQ, RedHat, Kibana, Grafana, Unix, SQL, and ITIL frameworks
alongside AWS services including CloudWatch, SNS, SQS, EC2,
CloudFront, and Auto Scaling for production environment management.
2) Collaborated with cross-functional development teams to enhance
application functionality, implement new features, and optimize services to
meet evolving business requirements and ensure customer satisfaction
3) Actively worked on incident, problem, and change management processes
using ticketing tools including ServiceNow and ServiceFirst to ensure
timely issue resolution and adherence to ITIL best practices. Tracking
issues from identification through resolution while maintaining compliance
with organizational change control procedures.
4) Facilitating daily scrum, SEV issues and weekly CAB calls.
5) Worked as Major Incident Manager, Problem Manager, Change Manager.
Prepared RCA and Postmortem report for Severity1 and 2 issues.
6) Drove application onboarding initiatives through full software development
lifecycle phases—planning, design, development, deployment, testing, and
operational support. Authored SRS and BRD documentation to ensure
business-technical alignment and project clarity. Created Dashboard in
Ticketing tool and Jira for clear visibility on issues. Live tracking
7) Contributed to ticketing tool automation initiatives by leveraging Claude AI
to automate ticket triage, classification, and response generation, reducing
manual effort and accelerating incident resolution times. streamlining
ticket resolution processes and improving operational efficiency.
8) Spearheaded continuous process improvement efforts by identifying
bottlenecks, optimizing workflows, and standardizing procedures.
Developed and maintained knowledge management repositories to
facilitate documentation, training, and best practice sharing.
9) Implemented comprehensive monitoring, reporting, and alerting systems
using Amazon CloudWatch to track application performance, CPU
utilization, memory consumption, and service health. Configured AWS SNS
for automated notifications, managed EC2 instances across multiple
environments, implemented auto-scaling policies, and utilized S3 buckets
for disaster recovery evidence storage. Maintained proactive monitoring
approach to prevent production issues and business impact.
10) Resolved service issues by clarifying customer requests, performing root
cause analysis, and implementing optimal solutions. Led incident and
problem management as MIM, efficiently resolving service disruptions
through systematic issue identification, root cause analysis, and solution
implementation. Preparing RCA documentation for Severity 1 and 2
incidents. Developed comprehensive Standard Operating Procedures
(SOPs) for ongoing operational activities.
11) Application code debug to fix the issue and raise jira for L3 for any bug
12) Ability to grasp complexity quickly and drive results while juggling many
priorities within tight timeframes
13) Collaborate with technical development teams for new implementations,
functionality enhancements, application updates and performance issues
and bugs
14) Exceptional trouble-shooting and problem-solving skills, with a focus
towards the fix, root cause analysis and long-term resolution
15) Troubleshooting the issue with

Project- Tobacco Product Development
Team Size- 12
Technologies- Jira, ServiceNow, Red Hat, Kibana, Grafana, RabbitMQ, ITIL,
Confluence, Putty, Splunk, Confluence, MQ, AWS Services, CyberArk, amazon
CloudWatch, amazon SNS, amazon autoscaling, amazon S3bucket, amazon Ec2
instance, Cloudtrail, amazon SQS, Cloudfront, amazon IAM.
1) Handling team size of 12. Effectively working for Application and
Production support to meet SLA/OLA before the business impact by
keeping track and trace, monitoring and troubleshooting/resolve the
prod issues of the product of different clients using postman, putty,
RabbbitMQ, REDHAT, Kibana, Grafana, Unix, SQL, ITIL concepts.
2) Attending the customer/clients calls on weekly basis for all clients,
addressing the painpoints to meet the expectations and bringing the
change if anything reports.
3) Facilitating daily scrum, SEV issues and weekly CAB calls.
4) Troubleshooting the issue with UNIX, SQL ShellScript.. ITIL concepts
and technical skills effectively used for resolving the long
going/repetitive prod issues by raising incident/problem/change
Management process based on the issues. Finding RCA, postmortem
for prod issues.
5) Service problems by clarifying the customers request, identify the
cause of the issue, and determine the best course of action to arrive at
a resolution. MIM incident Manager, Problem Manager and preparing
the RCA document for Sev1 and 2. Actively involved in creating
required SOPs for ongoing activities
6) Actively worked in Problem and Change Management for issues
Role In the Project
Led a 12-member team providing L2 application and production support for
tobacco industry clients, ensuring product track-and-trace accuracy and
operational continuity. Managed issue resolution through Jira and ServiceNow
portals while consistently meeting SLA/OLA commitments to prevent business
impact. Implemented proactive monitoring using Kibana, Grafana, ITRS, and
Amazon CloudWatch to identify and resolve technical issues before escalation.
Applied ITIL frameworks to address recurring production problems,
implementing permanent fixes through UNIX, SQL, and AWS services (EC2,
Auto Scaling, SNS, SQS, CloudTrail). Prepared comprehensive RCA and
postmortem documentation, conducted weekly client engagement calls to
address concerns and drive improvements, and facilitated team brainstorming
sessions to bridge technical and functional gaps while fostering continuous
learning.

JIRA, Service Now/ first, PUTTY, Reflection desktop, Autosys,
WebGUI.
Role in the project:
1) Effectively working for Application and Production support to
meet SLA/OLA before the business impact. Experience in L2
Support. Used Kibana, Grafana, ITRS for monitoring.
2) Application code debug to fix the issue and raise jira for L3 for any
bug
3) #Ability to grasp complexity quickly and drive results while
juggling many priorities within tight timeframes
4) Collaborate with technical development teams for new
implementations, functionality enhancements, application updates
and performance issues and bugs
5) Facilitating daily scrum, SEV issues and weekly CAB calls.
6) # Approve and implement Retro ECR, ECR and CR changes on the
incident/problem/change Management process based on the
issues. Finding RCA, postmortem for prod issues.
9) Exceptional trouble-shooting and problem-solving skills, with a
focus towards the fix, root cause analysis and long-term resolution
10) MIM incident Manager, Problem Manager and preparing the RCA
document for Sev1 and 2
11) Resolve product or service problems by clarifying the customers
request, identify the cause of the issue, and determine the best
course of action to arrive at a resolution.
12) Used AWS services S3 Bucket, EC2 instances, cloud watch, cloud
front, amazon S3, Amazon IAM, Amazon SNS, Amazon auto
scaling, amazon SQS, amazon Auto-scaling, amazon VPC to meet
the requirement for the application.
13) Actively worked in CyberArk migration/ Oracle DB migration,
event/incident reduction, Application deployment activities,
Weekly CAB calls for changes, driving the triages for prod issues
for fix, DCR events, Patching activity for prod servers. Automation
is being done through monitoring tools ITRS, BIGBROTHER,
Grafana, Kibana.
14) Fluent experience in Retro ECR, ECR and CR changes/ITIL
process on the Production environment. Attending the weekly
CAB calls. MIM incident Manager, Problem Manager and
preparing the RCA document for Sev1 and 2.
Description
Effectively worked for Application and Production support to meet
SLA/OLA without having business impact using technical
skills/ITIL. Identification of Root cause and preparing RCA,
postmortem for prod issues. Application code debug to fix the live
issues and raise JIRA for L3 for any bug. Collaborate with
technical development teams for new implementations,
functionality enhancements. application updates and performance
issues and bugs.

script,
Grafana, Service Service Now, PUTTY, JiraSW,
Pagerduty, x-matters.

Role in the

Description
time throughout the day and the users perform a number of on-line enquiries in
the system each day. An overnight Autosys batch close business
functionality and produces extract and reports for various downstream
applications/user areas. The main business areas GOS Stock
Loan and Prime Brokerage
Role in