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Prajith Nair

Lead Technical Support and Cloud Operations Engineer

Summary

Skilled Product Support and Cloud Operations Engineer with 8+ years of hands-on experience in supporting, automating, and optimizing mission critical deployments in AWS/Azure/Google Cloud Platform, leveraging configuration management, CI/CD, and familiar with DevOps processes.

Work experience

A10 Networks India Pvt. Ltd

July 2016Present

Lead Technical Support Engineer/ Cloud Operations

A10 Harmony Controller : The solution collects, analyzes and reports on traffic flowing through A10 Thunder,Lightning ADCs and open-source third-party platforms, including HAProxy load balancers. The centralized visibility and intelligence derived from per-app analytics greatly increases operational efficiency.  Controller can be deployed and managed under the control of the organization, within their on-premise data center, private cloud infrastructure or public cloud service.

Technologies :

Hands on experience in Amazon Web Services, Google Cloud Platform (GCP), Microsoft Azure, Kubernetes, Docker, Elasticsearch,Cassandra, Microservice troubleshooting. 

Roles and Responsibilities :

  • Experience in deploying and troubleshooting of large server deployments on cloud.
  • Deploying microservices on Kubernetes Engine for managing containerized workloads and services.
  • Mentoring, coaching and leading product support team to help reach their goals.
  • Coordinating communication with QA and Engineering to resolve customer issues.
  • Troubleshooting microservices, networking and product issues (SaaS and Onpremises)
  • Trained 120 + Sales Engineer globally on A10 products.
  • Resolving escalation and product issues with root cause analysis report.
  • Experience with Apache HTTPD, Nginx and HAProxy.
  • Identify and troubleshoot issues on Web tier (HTTP), SSL, network and OS level.
  • Experience with configuration management tools and utilities like Git.
  • Excellent communications skills with experience in working with customers on complex problems.
  • Documenting issues for future reference and contributing to knowledge base of solutions.
  • Provide patches, solutions/workarounds to customers by referencing documents, release notes, product documentation, knowledge base etc. in the shortest possible time.
  • Playing key role in product release and migration for Saas and on-premises customer across globe.

Automation :

  • Written wrappers around A10 Harmony Controller APIs to migrate Lightning ADCs.
  • Written wrappers around Elasticsearch APIs to pull metrics and collect real-time traffic which helps engineers to understand traffic pattern. 
  • Single Commandline tool to fetch AWS resources from different AWS accounts(using python boto3) 
  • Led the set-up of Harmony Product Support (Customer Success Team) in India.
  • Advised and added additional monitoring for Micro services and SAAS Platform (Nagios and Prometheus)

Course attended:

70-535: Architecting Microsoft Azure Solutions.

Appcito Networks

Oct 2014July 2016

Principal Product Support Engineer

About Appcito : Appcito CAFE enables consistent application policies across different data centers and cloud providers to unify application delivery and improve agility. Appcito’s service is built using cloud tools for optimizing applications that will be deployed in the cloud. The service is highly-available and elastic — scaling with the demand for application resources.

Platforms Supported:

- Elastic Load Balancing, Cloud Application Security, Application Analytics - Elastic Cloud Compute (EC2) - Elastic Load Balancer (ELB) - Simple Storage Service (S3) - Route53 DNS - CloudFront CDN - VPC and VPN - SNS

Technologies:

Java,REST/SOAP,TCP/HTTP/HTTPS,Amazon EC2,Cassandra,LDAP, Microsoft Azure.

Vulnerability Scanners : Qualys and Nessus

Automation:

  1. Developed tool in python to monitor cloud application in nagios.
  2. Developed AWS instance listing of appcito components.
  3. Developed metrics collection script to pull data from elastic search and process data in tabula.
  4. Automated Infra Monitoring using Python language.
  5. Automated upgrade procedure using Python ensuring smooth migration on live production.

Skills : Python, Shell Script,OpenSSH, OpenSSL, Apache Web server, HAProxy Load Balancer, Yum Server, Syslog, Sumo logic.

Key Strength : Ability to build Relationships/Networking with different stakeholders. Ability to motivate team to get the deliverables,Recognizing and Rewarding People, Conflict Management capabilities, Talent Management, Strong communication skills, ability to handle ambiguity, ability to work in multiple/diverse stakeholder environment, ability to utilize the skills in the given team, strong presentation and articulation skills, Strong mentoring skills. Manage complex & distributed SaaS applications tenant environments and Enterprise environments on premise.Train,build the team, mentor Engineers.Escalation management and problem owner for complex problems from multiple sources.

May 2013Oct 2014

Support Engineer and Cloud Operations

Worked on a SaaS platform product on Amazon EC2 cloud.

Platforms Supported: Apigee API Management Platform, Amazon EC2,Cassandra,LDAP

Technologies:Java,J2EE,JMS,xml,REST/SOAP,TCP/HTTP/HTTPS, Apache Zookeeper, HaProxy

Responsibility :

  • Customer facing role providing product support for Apigee Edge on cloud as well as for Apigee products on customer premises.
  • Identify and troubleshoot issues on Web tier (HTTP), SSL, network and OS level.
  • Application Support for all the web service application deployed on the customer environment.
  • Trouble shooting issues based on SOAP/REST web services application.
  • Analyzing tcp dumps , thread dumps, heap dumps to find out issues on the http requests and responses.
  • Analyzing the Apigee Gateway logs to find RCA.
  • Triaging escalated issues to complete resolution and customer satisfaction.
  • Manage critical customer accounts. Hold weekly discussions with the customer's
  • Simulating customer problems and keeping customers informed about the resolution of issues.
  • Documenting customer issues for future reference and contributing to knowledge base of solutions given to the customers.
  • Provide patches, solutions/workarounds to customers by referencing documents, release notes, product documentation, knowledge base etc. in the shortest possible time.
  • Facilitate communication between customers and engineering for resolution of complex issues.• Member of release management team, ensuring zero down time for enterprise customer and interacting with customer's in timing manner to assure customer delight.

Nov 2010May 2013

Software Engineer

Provided production support (24/7) and coordinated with developers, Management and end users to resolve the critical issues

  • Well versed with complete Development Life Cycle process which includes development, testing,implementation and migration process.
  • Configured and created weblogic domains, clusters, servers, connection pools, JMS queues and topics by using WLST, admin console.
  • Documented new Knowledge articles which customers were facing and resolution issues on internal forums.
  • Extensively worked in customer Production deployments, monitored and troubleshooted the J2EE applications.
  • Tuned the WebLogic JVM Heap Sizes by adjusting the MIN, MAX and Nursery Sizes in Production andStaging Environments.• Environment: JDK1.5 and JDK 1.6 , JRockit R26, R27, R28 , J2EE,Oracle 8i/9i,Java, J2EE, WebLogic/8.1/9.2/10.x/11.x/12/x WLST, Apache Web server, Solaris9/10 and Linux
  • Worked on SAML1.1/2.0, Kerberos, Active Directory and configured one way/two way SSL.
  • Configured Kerberos SSO for JEE application deployed on Weblogic instance running on Linux host and MicrosoftClient.
  • Configured the Message Bridges between JMS Server and MQ Series. • Monitored the WebLogic Execute Queues, JMS Queues and MDB’s.
  • Troubleshoot the Applications for the Memory Leaks by using the VisualVM, MAT(Memory analyzer tool)tool, jhat, jmap etc.
  • Used Thread Dumps when issues arose in WebLogic, and analyzed the thread dumps and communicated with developers to solve the issues.
  • Mentored engineers in resolving webservice and Jrockit issues (including performance, memory leak and bug filing)

Apr 2010Nov 2010

Engineer

Worked as a Grid Engineer for Oracle Weblogic Server; basically as an offshore consultant for clients all over the world. The role further involved setup and runtime performance analysis of production enhancement which includes thread dump analysis, code review and all other operations involving configuration of complex environments for WebLogic Server and Oracle Fusion Middleware.

  • Interacts with a set of clients (client senior developers and architects) to create technology specifications from business requirements for one of the modules within the project.
  • As an engineer, working on application servers troubleshooting production issues with Weblogic Server andFusion Middleware. My specialties include handling technical escalations effectively and delivering strong and dependable resolutions for all issues related to production environments all over the world.
  • Contribute to knowledge management in Oracle with regards to Weblogic Server and Middleware platform. Experience with developing J2EE modules involving Spring framework and JPA for ORM. Also experience with Core Java Serialization and Synchronization, Presentation Layer (JSP/Servlet), Databases, Build andRelease, Systems Integration, OOPS Concepts, Client Management/Interaction.
  • Troubleshooting and resolving issues w.r.t SSL Certificates and Oracle Wallets.
  • Handling issues on JMS Applications. JMS Bridge, Foreign JMS Server and SAF configuration.
  • Handling issues related to complex architectures that involve JMS, JTA, JDBC.
  • Handling Core issues related to clustering : - Session replication, Failover, Multicast and Unicast issues,Plugin issues, Deployment issues, Load Balancing,Installing Weblogic via Silent mode or GUI mode.
  • Handling technical escalations within the team and outside as well, creating debug patches on WLS to get more information in situations that demand it.
  •  Expert at handling core issues related to memory management with reference to Sun JDK and Oracle JRockit. Expert at analyzing thread dumps, core dumps generated on server crash and heap dumps.
  • Administrating Weblogic Server 8.1,9.2,10.0,10.3 which included configuring and managing Weblogic domains.

Education

Indira College of Commerce and Science

May 2008April 2010

Master of Science

Specialized : Computer Science

Pune University

Padmashri Vikhe Patil College of Arts, Science and Commerce

May 2005April 2008

Bachelor of Science

Specialized : Computer Science

Pune University

Skills

Elasticsearch APIs

Leveraged Elasticsearch APIs to pull metrics and generate real time reports.

Specialties 

Kubernetes, Docker, Amazon Webservices, Azure, GCP, Cassandra, Elasticsearch, Java Applications, Micro services, Product Support, Cloud Operations, Python

Automated Analytics

Developed Tool to fetch metrics/WAF events from Elastic Search and write data to log which later is fed to Syslog server for monitoring.

Amazon Web Services API Tools and Automation

Developed Tools for Amazon Web Services using Python for AWS Infrastructure Provisioning and Resources Management.