Apr 2024 – Jul 2025 · 1 yr 3 mos

• # Design, implement, and maintain complex system integrations, with a focus on Atlassian products (Jira, Confluence) and complementary tools like Workato, Intercom, and AWS. Manage bug reports and change requests, developing tailored solutions across multiple platforms.
• # Act as a technical liaison between development teams and business units, facilitating the implementation of new systems and enhancements to existing ones.
• # Conduct technology scouting, evaluating emerging technologies, products, and methodologies to drive innovation and improve system efficiency.
• # Apply strong coding skills, algorithmic thinking, and knowledge of data structures to develop robust solutions and optimize existing systems.
• # Leverage understanding of Generative AI, Natural Language Processing, and Large Language Models to enhance solution capabilities and stay ahead of industry trends.
• # Translate business requirements into technical specifications, creating detailed designs and implementation plans for development teams.
• # Provide subject matter expertise in support systems and operations, guiding major organizational initiatives, defining and supporting User Acceptance Testing (UAT), and designing/implementing experimental features.
• # Create comprehensive user documentation, including Jira workflow guides, release notes, and post-launch materials for new features.
• # Serve as a technical escalation point during incidents and outages, supporting on-call teams with expert knowledge to resolve critical issues quickly and effectively.
• # Continuously refine and optimize solutions based on per

Oct 2022 – Apr 2024 · 1 yr 6 mos

Aug 2021 – Sep 2022 · 1 yr 1 mo · Bengaluru, Karnataka, India · Remote

• Response and Resolution
• ==================
• 1. Reviewing complex issues (e.g., multiple components of a product) and contacting the customers to understand issue. Ensuring customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.
• 2. Acts as an advisor to the customer and handles complex, repeatable, or escalated cases that may become politically charged. Creates technical articles or knowledge base (e.g., edits or creates news/ knowledge-based articles) that is internal or customer facing for better customer understand.
• 3. Performing complex product troubleshooting and remediation when needed. Working alongside the development teams to drive incident resolution for configuration, code, or other service deficiencies impacting customers. Analyzing the patterns of problems and identifies workflows to optimize support engineering delivery for a team or region level and Cross Collaboration with other tech teams
• Readiness
• ========
• 1. Implementing end-to-end readiness programs (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks, writes technical articles) and contributes to the content and readiness strategy. Mentoring Technical Support Engineers or members from other teams outside of Customer Service and Support (CSS). Develops expert level competence on support topics.
• Product/Process Improvement
• =====================
• 1. Engaging with engineering team to investigate product bugs, provides business impact, and collaborate with appropriate stakeholders and senior team members on fixes.
• 2. Contributing to and/or developing automation techniques and diagnostic tools to improve cross-group effectiveness.
• Business Integration
• ==============
• 1. Implementing strategic business decisions with customers, partners, and teams to increase market share. Influences peers to implement a strategy.

Feb 2021 – Aug 2021 · 6 mos · Bengaluru, Karnataka, India

• Provide technical support for customers to support post-sales processes
• Address all product-related queries on time
• Train customers to use products effectively
• Provide developers with customers’ feedback to help identify potential new features or products
• Report on product performance
• Identify solutions to reduce support costs
• Analyze customers’ needs and suggest upgrades or additional features to meet their requirements
• Liaise with the sales department to win new business and increase sales
• Establish best practices
• Keep track of sales performance metrics
• Engages after sale is complete and takes the baton from SE to drive onboarding and adoption
• Understands customer environment, how customer is using our product and helps drive product improvements
• Integral to the Support team and owns resolving technical issues related to that account
• We and account team partner closely - convert customers into a reference and grow the account

Feb 2020 – Feb 2021 · 1 yr

Mar 2019 – Feb 2020 · 11 mos

• Troubleshoot all levels ( L1, L2, L3 ) issues in the customer environment ( Nutanix and Esxi related).
• Deals with issues related to Networking, Storage, and Compute.
• Dealing with Critical and Hot accounts.
• Work with Engineering to improve the product and provide customer relief over On-calls if needed.
• Works as Nutanix Performance Engineer and specialized in Nutanix Performance Works on Infra related issues on Esxi and Nutanix.
• Hands-on with virtualization and hyper-convergence.
• Works on and trained colleagues on CDP (Core Data Path in the heart of Nutanix Distributed Architecture)
• Works on and trained colleagues on Performance Engineering & benchmarking on Nutanix environments.
• Improve the serviceability of the product by testing new features and communicating seamlessly between multiple teams to get them implemented.
• Develop and work on internal and external knowledge bases.
• Responsible for providing Quarterly Training to SRE’s, College Graduates.
• Provide support on weekdays and also off hours on an as needed.

Nov 2017 – Feb 2019 · 1 yr 3 mos · Bengaluru, Karnataka, India

• Managing Daimler's Global Network Infrastructure, Virtualized Environments, VMWare Infrastructure & Cloud Infrastructure.
• Handling Incidents and changes related to LAN issues.
• Handling issues related to WAN such as link down, packet drops, device down and following up with Provider end.
• Handling and implementing various DNS & DHCP change requests via Vital-QIP tool.
• Experience on coordinating & logging a ticket to investigate reason for outage with multiple internet service providers (Verizon, Orange, SingTel, Telefonica).
• Handling change maintenance requests and change control process by coordinating with various groups of the organisation.
• Device Modelling of Routers and Switches in CA Spectrum.
• Handling ProLiant Check Process, Raid, CPU, Event log, Memory & NIC critical alarms by ensuring the average threshold values in the server.
• Handling Incidents, Changes and Tasks through the CISM tool (Corporate IT Service Management).
• Performing OLA/SLA Analysis and Quality Audit.

Aug 2017 – Nov 2017 · 3 mos · Bangalore

• 1)Trained on the Cisco Certified Network Associate (CCNA).
• 2)Trained on Cloud Computing (Azure, AWS).
• 3)Trained on vMware .
• 4)Trained on Windows Technologies.

Nov 2016 – Jun 2017 · 7 mos · Bangalore

• I was persuing my project on " Estimation of State of Charge of Lithium Ion Batteries in Electric Vehicles " under the guidance of Anandlal Electric . Had successfully designed & implemented the theoretical model , and had met the desired output as expected.

Jun 2015 – Aug 2015 · 2 mos