Chinnu Susan Joseph

Client: Tech Data

• Managed and optimized Dynatrace monitoring, including environment setup, dashboard creation, alert configuration, and proactive response to performance anomalies.
• Provided production application support across a large portfolio of cloud-native and containerized applications, including troubleshooting via Postman, bug creation, and issue triaging.
• Performed production deployments and coordinated with development and release teams to ensure seamless rollouts and rollback readiness.
• Used datafix pipelines for secure, auditable database updates across critical systems.
• Actively monitored Azure Service Bus, Application Insights, Graylog, and in-house observability tools to identify system bottlenecks and triage issues in real time.
• Worked with Kubernetes environments, using Lens to review pod logs, debug containerized microservices, and support cluster stability.
• Created and maintained operational runbooks, SOPs, and RCA documentation for critical incidents and process improvements.
• Collaborated across cross-functional teams (Dev, QA, Infra, Cloud, Security) to resolve high-impact issues and support systems under active development.
• Created and managed user stories and production bug tickets in collaboration with development teams, aligning work with agile workflows and sprint planning.
• Conducted root cause analysis (RCA) for major incidents and facilitated incident review meetings for long-term remediation.
• Continuously improved observability posture by implementing new Dynatrace alerts and optimizing existing thresholds based on historical trends and service behavior.
• Dynatrace Associate Certified

Client: Xerox

• Ensured high availability and reliability of critical internal applications through proactive monitoring, incident response, and system performance optimization.
• Conducted regular Disaster Recovery (DR) drills, validating failover mechanisms and business continuity processes across multiple services.
• Took ownership of complex post-migration support activities following a key server infrastructure change, implementing Linked Server configurations and resolving high-impact incidents with zero SLA breaches.
• Designed and deployed task automation solutions using Windows Task Scheduler to eliminate recurring production issues, improving system stability and reducing manual effort.
• Managed incident, change, and problem workflows using ITIL-aligned practices, ensuring timely resolution and continuous improvement in operational processes.
• Actively monitored system health and data load processes, extending support coverage when needed to prevent service degradation or failures.
• Supported framework upgrades, compliance remediation, and configuration changes across various environments to align with evolving standards and business requirements.
• Participated in EOSL (End of Support Life) projects, contributing to application testing, compatibility validation, and post-upgrade stabilization.
• Performed end-to-end image testing and validation across infrastructure upgrades, ensuring functional integrity and business continuity.
• Authored and maintained SOPs, technical playbooks, and automation runbooks, strengthening team resilience and enabling consistent support practices.
• Provided mentorship and knowledge transfer (KT) to new team members, improving onboarding efficiency and operational readiness.
• Closed the highest volume of production incidents during migration periods with 100% SLA compliance.
• Improved system reliability and reduced operational toil through automation and monitoring enhancements.
• Recognized for proactive ownership, cross-team collaboration, and delivering support that consistently met business expectations.

Client: Uniting Church of Queensland

Provided enterprise-level application support for a healthcare organization managing 12+ business-critical applications, spanning web and mobile platforms. Delivered timely, reliable, and user-centric solutions while ensuring alignment with ITIL service delivery standards and business SLAs.

• Delivered comprehensive L1 support for application incidents, service requests, and access provisioning, ensuring uninterrupted user operations and adherence to SLA targets.
• Acted as a key liaison between end-users and technical teams, delivering high-quality technical troubleshooting and issue triage via email and phone support, maintaining excellent customer communication standards.
• Maintained end-to-end ownership of ticket lifecycle, including:
  Initial triage and assignment
  Root cause identification and guided resolution
  Stakeholder updates and status reporting
  SLA tracking and customer-confirmed closure
• Performed user access deactivation and lifecycle management activities as part of weekly offboarding operations, ensuring compliance and data security.
• Redirected service tickets across functional support groups by accurately identifying request categories and business ownership, reducing turnaround time and ticket backlog.
• Authored and maintained Knowledge Base articles (KM) to streamline resolution processes, improve team efficiency, and promote knowledge sharing.
• Collaborated with cross-functional teams in daily stand-ups, process reviews, and onboarding sessions to ensure operational alignment and seamless application handovers.
• Supported daily operational excellence by proactively identifying bottlenecks, supporting peers during high-load periods, and contributing to team KPIs.
• Gained foundational experience in SQL query handling to support backend validations and data integrity checks.
• Consistently met or exceeded SLA metrics for incident and request resolution across critical applications.
• Acknowledged for high-quality user engagement, timely escalation, and proactive problem-solving within a distributed team environment.
• Played a vital role in strengthening team documentation and transition readiness through process standardization and knowledge sharing.

Client: Shell Petroleum (Upstream Business)

• Worked in parallel as a .NET Developer and Senior Support Engineer for Shell intranet sites, providing both development and production support across a portfolio of 20+ business-critical applications.
• Delivered L1 and L2 support for applications built on diverse technologies including Classic ASP, PowerBuilder, MS Access, and .NET frameworks (2.0 and 4.0).
• Served as the VSTS (Azure DevOps) Administrator for 26 collections—handling new project creation, access provisioning, license assignment, team setup, and resolving DevOps-related user issues.
• Supported FIM (Fountain Incident Management) application by managing user access and roles across global regions, and executing backend Oracle queries via TOAD.
• Led resolution of incident, change, and problem tickets, ensuring SLA compliance and aligning with ITIL service delivery best practices.
• Implemented code and UI enhancements for intranet applications, managed short URL redirections for SharePoint portals, and validated compatibility through testing in Windows 10 environments.
• Performed operational tasks including SSL certificate renewals, service account password resets, and routine system documentation updates (SMTD, knowledge articles).
• Supported web and Linux server cloud migration initiatives, and decommissioned legacy applications in coordination with business teams.
• Participated in onboarding activities and knowledge transfer (KT) sessions to ensure smooth transition of newly supported applications.
• Recognized as the primary point of contact for application enhancement and support requests across multiple platforms and business units.
• Effectively resolved high-severity issues (Severity 2–4), collaborating closely with Microsoft engineers to expedite critical resolutions.
• Maintained high system availability and performance through proactive monitoring, timely interventions, and collaborative problem-solving.
• Completed formal training in ITIL, DevOps, and Microsoft Dynamics 365, enhancing operational effectiveness and service quality.

Client: Shell Petrolium ( Oil&Gas Downstream)

Supported the Application Maintenance Services (AMS) for a critical downstream oil & gas client, focusing on production stability, system performance optimization, and deployment efficiency across multiple landscapes.

• Led end-to-end incident management and resolution for business-critical interfaces, progressing rapidly from L1 to high-severity incidents involving data failures, job disruptions, and system-level escalations.
• Designed, enhanced, and deployed SSIS packages as part of core ETL workflows, ensuring robust data transformation and reliable job executions aligned with SLA targets.
• Executed Request for Solution (RFS) processes including:
  Code modifications based on functional requirements
  Creation and deployment of Microsoft Installer (MSI) packages
  Comprehensive unit testing, UAT coordination, and production rollout
  Authored technical documentation and deployment runbooks for knowledge reuse
• Utilized Control-M for job scheduling, proactively monitored failures, and performed root-cause analysis across scheduled workloads.
• Implemented systematic health monitoring through custom reports on failed jobs, long-running tasks, and BasePos summaries, enabling visibility into job performance and SLA compliance.
• Maintained high availability through 24/7 rotational support, handling off-hours issues, escalations, and shift responsibilities independently and reliably.
• Recognized by project leads for quickly ramping up on technologies and delivering consistent, quality results.
• Gained foundational expertise in ETL workflows, job orchestration, and production support in a high-impact, enterprise-scale environment.
• Strengthened problem-solving skills through hands-on resolution of real-time production incidents across multiple landscapes.