Canoas, Rio Grande do Sul, Brazil
The objective of my role is helping Atlassian Enterprise customers migrate their Atlassian products (Confluence, Jira and Bitbucket) to the cloud environment. Daily activities: - Write technical knowledge bases, bugs and features that can used as a reference for internal users or customers; - Conduction of trainings for Atlassian Partners, focused on cloud migration; - Onboarding new hires, training their tech skills, and showing our internal processes; - Be the point of contact between Atlassian and customers who are migrating to the cloud; - Evaluate the customer scenario to provide the best method for their migration; - Provide guidance, and address usability questions regarding the solutions available to migrate our applications; - Investigate issues that may happen over the migration process, using available tooling (internal scripts, consulting the database, creation of server instances hosted in AWS to replicate customer scenario, etc) - Test new tools that are being released; - Troubleshoot issues and provide root cause analysis and resolutions/workarounds; - Meetings conducted, to discuss the progress of migration plans and investigate/resolve problems that could be blocking a migration; - Communicate with different departments (developers, billing, cloud migration managers) to make sure that no issues will come up during the migration progress; - Communicate with third-party vendors and Atlassian Partners to help the customer with customizations of apps that are not migrated by default; - Review completed migration in order to make sure that everything is working as desired and inform customers that they are ready to go for production; - Work closely with our SREs and Development teams: We are engaged via ticket escalations, so we work together to reproduce issues to better understand the exact issue and root cause and then proceed to resolve it. - Present brown bags to the team on various topics (technical or soft skills oriented).
L2 Application Support Team lead responsible for managing, controlling, and keeping Dell Commercial internal Services applications up and running. - Lead high/critical priority bridges with global team engagement to restore service as quickly as possible and mitigate production environment downtime. - Define, review and implement processes in order to improve delivery. - Support colleagues and help them achieve their career goals. - Investigate and troublehoot high-complex issues making use of market tools such as Splunk and App Dynamics. - Review, approve, and implement change/release requests to the production environment. - Review and report the team's productivity - Organize the team's schedule - Interviewing and hiring - Partnership with Project Managers, Developers, Product Owners, and Technical Project Managers to identify, document, and fix application bugs found in the Production environment. - Partnership with business points of contact to review service level - Americas region's Application Support Lead responsible Offline Sales applications stability during Black Friday and Cyber Monday - Support Lead for post-release war rooms - Assisted the IT Manager in analyzing and responding to KPI data, managing ticket escalations up to the VP level, and supporting team members in crafting and executing their career development plans. - Served as the primary point of contact for the team during critical operations such as Data Center maintenance, Microsoft Server patching, and major sales events. - Acted as the primary interface with Go-to-Market, Business, Infrastructure, Analytics, and other Support teams to ensure seamless cross-functional collaboration. - Awarded Game Changer Award by our Organization VP for innovation in the KPI organization performance tracking of support, and creating Power BI dashboards and connecting it with ServiceNow to capture the latest data, and refine it in the dashboard for Manager, Director and Executive level.
Level 3 Support Engineer outsourced to e-Core's largest customer, Atlassian, a multinational software development company based in Australia. I started working on the Confluence Premier Support Team, where my responsibility was to provide support to Atlassian's enterprise customers using the Confluence and/or Crowd applications. Accountable for triaging and troubleshooting high-impact issues, performing root cause analysis through code debugging, and providing customers with a path forward to resume using their application. Led multiple customer-facing calls, communicating progress updates, action plans, and resolution details, always focused on creating a wide and loyal customer base for Atlassian. Worked on troubleshooting and investigating issues occurring across operating systems (mostly Linux-based), networks (proxies, load balancers, SSL/TLS connections), user management and provisioning (LDAP, Azure AD, Active Directory, G-Suite, SCIM), application servers (Tomcat, IIS, Apache), and SQL databases (PostgreSQL, Oracle, MSSQL, and MySQL). Worked on troubleshooting issues by debugging Java/Kotlin based code and utilized this knowledge to log quality bugs/features. Also worked on analyzing Thread Dumps, Heap Dumps, Garbage Collection logs, AWR Reports, and more to resolve challenging application performance issues. Exercised and strengthened my soft skills by conducting multiple critical calls involving various parties, including executives and C-levels. Additionally, I wrote several post-incident reviews, conducted post-mortem analysis, and provided customers and leadership with issue reports, ensuring alignment across the board.
Level 2 Incident Manager/Support Analyst for online and offline sales applications, focusing on the commercial environment, which consists of applications that are dedicated to enterprise customer accounts, known internally as Premier accounts. Responsible for handling medium, high and critical priority application incidents raised by internal Service Desk Teams and provide them with root cause analysis and issue resolution within the agreed SLA. Collaborated with Project Managers, Developers, Product Owners, and Technical Project Managers to identify, document, and fix application bugs found in the production environment. Additionally, worked closely with Change and Release Management Teams to effectively deploy application change requests in production. Hosted a weekly call with Account Management, Project Management, and Service Desk Teams to review incident aging and their current status, allocating resources to work on escalated incidents and prioritizing incidents that needed to be worked on more urgently based on business impact. Additionally, we used this call to define the priority of code change items to have Project Managers allocate them to a suitable release. Lastly, the call was also used to negotiate day-to-day processes between teams. Coached and provided training to new hires within the commercial environment, ensuring that they achieve the goals established on their development roadmap, helping them to develop technically and personally. First point of contact for escalations and high/critical events, enabling junior members to concentrate on their careers, technical development, and medium priority incidents. Collaborating with team managers to generate reports and provide them with an overview of the environment, always serving as the primary contact for administrative tasks, process changes, and escalations.
Level 2 Incident Manager/Support Analyst for online and offline sales applications, focusing on the commercial environment, which consists of applications that are dedicated to enterprise customer accounts, known internally as Premier accounts. Responsible for handling medium, high, and critical priority application incidents raised by internal Service Desk Teams and providing them with root cause analysis and issue resolution within the agreed SLA. Collaborated with Project Managers, Developers, Product Owners, and Technical Project Managers to identify, document, and fix application bugs found in the production environment. Additionally, worked closely with Change and Release Management Teams to effectively deploy application change requests in production. Leveraged troubleshooting tools and acquired knowledge of Microsoft suite and other technologies such as Microsoft Office (Excel, Word, PowerPoint, Outlook, One Note), Microsoft SharePoint, SQL Server Management Studio (Basic Queries like Select, Update, Delete, and Insert Statements, as well as Stored Procedure troubleshooting), Microsoft Windows Server (2008, 2012, Windows Services, NSQs, IIS Management), Microsoft Active Directory Services, Toad for Oracle (Basic Queries), Soap UI (Troubleshoot REST API payloads flowing between the client-server-service flow), Fiddler (Troubleshooting Network Issues), Zabbix, AppDynamics, Splunk, TTW, Foglight, Microsoft System Center Operations Manager (SCOM), Gomez, Oracle Enterprise Manager 12C Monitoring Tool, and Control-M. I have provided support through phone, e-mail, and ITSM Tools like BMC Remedy and ServiceNow.
· IT Operations - Monitoring Center Team · Resolve incidents and requests within SLA targets · Ensure proper handoff of issues · Document timely and accurately all the resolution activities · Diagnose, prioritize and escalate tickets to IM · Follow up on escalated issues with Level 2 ( IM2 ) and Readiness where applicable · Identify and implement improvement on monitoring initiatives · Schedule and participate in transitions and technology training · Check broadcast messages in Remedy and alerts team as needed