Jan 2022 – Oct 2023 · 1 yr 9 mos · Bengaluru, Karnataka, India · Remote

• As a Senior Cloud Support Engineer, my job profile includes:
• 1. Identify and resolve complex technical issues raised by customers in Jira Cloud.
• 2. Collaborate with the internal team when required and maintain updates on the support tickets.
• 3. Error diagnosis, debugging, validation, and root cause analysis.
• 4. Enable replication of issues to verify product-related bugs.
• 5. Drive technical collaboration and engagement outside of the support team.
• 6. Serve as the primary point of contact for local escalation management within the product domain and resolve issues (either technically or strategically).
• 7. Conducting skill gap analysis and coordinating training for new hires.
• 8. Mentoring other support engineers to improve their technical and troubleshooting abilities.
• 9. Resolve difficult situations with customers, work with executive levels while multitasking between tickets, and mentor the team.
• 10. Contributing to knowledge base management.
• Skills: Mentoring · Team Leadership · Coaching · Databases · HAR file analysis · Computer Networking · Jira Cloud · Trello · Amazon Web Services (AWS) · · Splunk · REST APIs

Mar 2019 – Jan 2022 · 2 yrs 10 mos

• Support for Software Defined Storage (Ceph,Gluster), Openshift Container Storage 3.x, 4.x
• Liasion between Account teams, Consulting and Engineering towards fixing
• customer problems.
• Creating and maintaining Red Hat KCS articles and be part of product
• documentation review team to ensure quality as per global standards.

Mar 2017 – Feb 2019 · 1 yr 11 mos

• Global Support Team: Technical Support Engineer for Red Hat Gluster Storage
• Troubleshooting and supporting Red Hat Gluster Storage
• Create solution document and report bugs for RHGS.
• Collaborate closely with support/engineer team members all over the world.
• Creation of knowledge documents for Red Hat Customer portal.

Sep 2013 – Feb 2017 · 3 yrs 5 mos · Pune Area, India

• Software Engineer with 2 years 5 months experience in development.
• Worked on SAN protocols like SCSI.
• Presented seminar on Python REST API .
• Proficient in all aspects of Software Development Life Cycle (SDLC).
• Good team player with excellent interpersonal skills.
• Received award for excellent work done in project.
• Project 1 :
• SCSI Reservation
• Implemented clustered SCST stack for distributed target for CISCO storage system. Project aims to provide High Availability and scalabity to end user.
• Project 2:
• VAAI
• Implemented VAAI commands in SCST stack .
• Following VAAI commands were implemented:
• 1. Compare And Write i.e. Atomic Test & Set
• 2. Extended Copy
• 3. Write Same
• Project 3 :
• Implementation of storage box management endpoints with REST APIs.It manages storage box management operations. It calls storage box C APIs using python ctypes and exposes it as REST API. REST APIs includes Lun management, System information, Statistics, Lun group management, File System management, Host management, Alarms, Host Lun mapping, Snapshot etc.

Jul 2012 – May 2013 · 10 mos · Pune Area, India

• Project :
• Thick Provisioning
• Implementation of mechanism to perform pre allocation of blocks without zeroing the allocated blocks. Thus I/Os are saved and performance of the system is increased.