Rakesh Pagare Email & Phone Number

Thane, Mh, In

Pune, Maharashtra, India

• Dynamic and results-oriented Cloud Architect with extensive experience in designing and implementing scalable cloud solutions across multiple vendors including Cisco, Checkpoint, and Nvidia.• Expert in leading cross-functional teams to deliver robust infrastructure in High Availability (HA) environments and developing innovative solutions to enhance system performance.• Lead a customer-facing DevOps team, collaborating with clients to understand their business requirements and translate them into effective cloud solutions.• Designed and implemented custom backup and restore solutions for Kubernetes using Velero, based on client-specific requirements. Led the team through successful Proof of Concepts (POCs) and production deployments, ensuring seamless data protection and compliance.• Orchestrated the automation of infrastructure deployments and hardening processes using Jenkins, MAAS, bash scripts, and API integrations, significantly improving deployment speed and reliability.• Deployed and managed OpenStack and Ceph environments for customers, leveraging in-built automation tools to provide scalable and resilient cloud infrastructures.• Guided the team in developing a Kubernetes distribution from scratch, achieving CNCF certification and setting a standard for internal and customer deployments.• Conducted performance benchmarking using tools like iperf and fio to ensure optimal system performance for customer environments.• Created and maintained Helm charts for deploying customer applications, simplifying and standardizing the deployment process.• Developed comprehensive Ansible playbooks for deploying Kubernetes clusters with various configurations, offering flexibility to meet customer-specific needs.• Configured and managed Container Storage Interfaces (CSI) such as Cinder, Ceph, and Open EBS, ensuring tailored storage solutions for diverse customer scenarios.

Pune Area, India

• Member of the global team responsible for managing and resolving issues related to Platform9 Managed OpenStack Cloud and Platform9 Managed Kubernetes.• Worked extensively on Platform9's on-premise Kubernetes and OpenStack solutions, as well as the Kubernetes solution over AWS and Azure. Utilized Terraform to manage cloud provider resources and deploy solutions effectively across multiple environments.• Acted as an Account Manager for Platform9 Managed OpenStack (PMO) and Platform9 Managed Kubernetes (PMK) accounts, ensuring customer environments were consistently updated and optimized.• Served as the KCS (Knowledge-Centered Support) leader, mentoring team members and preparing them for KCS roles to improve knowledge sharing and support efficiency.• Analyzed and tracked trends of frequent issues and concerns for assigned accounts, collaborating with the Engineering team to provide permanent fixes.• Resolved global customer problems by analyzing logs, providing solutions via web, chat, calls, and remote troubleshooting, all within Service Level Agreements (SLA).• Maintained database integrity for customer environments and managed internal infrastructure to support operational excellence.• Curated and maintained a knowledge base for known issues and bugs, enabling quick resolution and improved customer support experiences.• Collaborated with Solution Architects and Developers across different time zones to deliver excellent customer support.• Report and Track bugs using Jira, working closely with developers to reproduce, investigate, and resolve issues.

Pune Area, India

• Managed technical resources and provided leadership as the Night Supervisor for the Pune center when required, ensuring smooth operations and effective issue resolution.• Recommended best practices for deploying Red Hat Enterprise Linux (RHEL) and OpenStack solutions to ensure optimal performance and reliability for customers.• Specialized in troubleshooting complex system-level performance issues and resolving kernel panic incidents for RHEL and OpenStack deployments.• Provided global customer support via telephone, email, and remote access, consistently meeting Service Level Agreements (SLAs).• Collaborated with third-party vendors through email, TSANet, and remote support to resolve Linux-related issues for Red Hat customers in cloud, physical, and virtual environments.• Led the team of KCS (Knowledge-Centered Support) Coaches for the Pune Kernel Domain, mentoring new hires and ensuring adherence to best support practices.• Analyzed trends in customer issues and collaborated with Engineering, Solution Architects, Technical Account Managers, and Customer Success teams to develop solutions for complex problems.• Filed bugs, created reproducer scripts, and worked closely with engineering teams to deliver hot patches and permanent fixes when necessary.• Conducted in-depth root cause analysis (RCA) for OS and kernel-related issues, providing detailed reports and recommendations to prevent future occurrences.

Pune, Maharashtra, India

Resolved customer problems via telephone, email, or remote access.• Maintained customer loyalty through integrity and accountability.• Researched customer issues in a timely manner and followed up directly with customers with recommendations and action plans.• Escalated cases to management when customer satisfaction came into question.• Troubleshot OS/Kernel-related issues and provided Root Cause Analysis (RCA).• Configured Kdump and provided VMcore analysis to troubleshoot issues such as Out of Memory (OOM), NMI, system hang, hung task, and kernel panic incidents.• Recommended best practices for deploying Red Hat Enterprise Linux (RHEL).• Analyzed server performance using tools like Collectl and PCP, identifying and eliminating bottlenecks.• Specialized in troubleshooting kernel panic issues, crashes, and boot-time complexities.• Troubleshot Grub and Grub2 recovery issues.• Created Red Hat Knowledge Base articles for known issues to improve customer support.• Limited system resources using Control Groups (CGroup) to optimize performance.• Provided technical support for Linux-related issues to Red Hat customers such as Amazon Web Services, IBM, HCL, Infosys, and Bank of America.• Resolved Linux issues across physical, virtual, and cloud environments.

Pune

Automated server health checks, application monitoring, and database backups using shell scripts, improving efficiency and reducing manual intervention.Configured and maintained server health, storage, user/group administration, system patching/upgrades, and operating system-level firewalls to ensure system stability and security.Installed and updated software applications and packages as required, coordinating with cross-functional teams to meet project requirements and deadlines.Collected and analyzed data from support tickets to identify root causes and provide comprehensive Root Cause Analysis (RCA).Initiated problem management and change management requests following Six Sigma procedures, ensuring effective incident resolution and process improvements.Collaborated with teams across various locations to ensure client Service Level Agreements (SLAs) were consistently met.Developed detailed plans and executed maintenance activities on servers, ensuring minimal downtime and optimal system performance.

Pune

Mainting Servers , Managing Services in Production Environment for US clientProduction Support Engineer | Client: FDX (Finance and Wealth Management) • Monitored daily batch processes and scheduled database backups, ensuring smooth production operations and providing timely production support.• Led automation initiatives for routine tasks, reducing manual efforts and increasing operational efficiency.• Escalated critical issues and coordinated with various teams to ensure adherence to client Service Level Agreements (SLAs).• Installed and configured services such as MySQL, Postfix, and NFS, and managed production and test environment servers on both physical and virtual infrastructure.• Ensured network uptime for the site, coordinating with ISP vendors to schedule and execute maintenance activities effectively.• Deployed security patches for the kernel and other applications to maintain system security and compliance.• Collaborated with development teams for build releases and deployments, ensuring a seamless transition from development to production environments.