ITSM Company

Overview

Acting as a DevOps Delivery Engineer for a leading ITSM provider, I managed deployments and structural architectures for a massive distributed application spanning multiple cloud environments. The system consisted of 10+ interconnected microservices supporting a global user base, requiring strict compliance across AWS FedRamp, Azure, and legacy on-premises infrastructure with zero-downtime deployment capabilities.

Multi-Service Architecture

The ITSM platform comprised several critical services: AppServer (core API gateway), ChatService (real-time communications), WorkflowService (business process automation), IntegrationServer (external API connectors), Analytics Service (data intelligence), OpsConsole (operational dashboards), Data Archive (long-term data retention), Logging Service (centralized logging), Identity Server (authentication/authorization), and Teams Bot (enterprise integrations). Each service required independent scaling, monitoring, and deployment pipelines.

Environment Landscape

The deployment strategy encompassed multiple environment tiers: dedicated Development environments for rapid iteration, comprehensive Testing environments for QA validation, FedRamp-compliant Production environments on AWS, Azure production regions with multi-tier redundancy, Customer Zero environments for early feature validation, and on-premises legacy VMs supporting legacy .NET Framework applications. Each environment required isolated networking, separate CI/CD pipelines, and strict version management.

Key Responsibilities & Impact

• Managed an intricate hybrid architecture spanning AWS FedRamp-certified infrastructure, Azure VMs (IaaS), Azure AKS (Kubernetes), and legacy On-Premises VMware clusters running .NET-based services.
• Engineered sophisticated CI/CD pipelines using Azure DevOps with automated build, test, and multi-environment deployment orchestration for all 10+ microservices.
• Integrated advanced Static Security Scans (Prisma Cloud, BlackDuck, Coverity) natively ingrained into CI/CD pipelines, enforcing container security hardening, vulnerability remediation, and SAST/DAST analysis before deployment.
• Implemented rolling and blue-green deployment strategies ensuring zero-downtime updates with automatic rollback capabilities for mission-critical services.
• Architected centralized monitoring using Grafana dashboards, Azure Log Analytics, and InfluxDB metrics for real-time visibility across all deployment targets.
• Optimized traffic routing and latency between on-premise components and cloud databases via sophisticated networking solutions (AWS VPN, Azure ExpressRoute, hybrid cloud interconnects).
• Developed on-premises deployment automation using InstallShield with merge modules for seamless upgrade and maintenance window procedures.