Abhay Sharma — Operations Associate

Hi! I’m Abhay, an Engineering Graduate with over 4 years of hands-on experience in technical operations, software application support, and customer success roles. I've worked with HCL Tech as an Analyst and at Amazon as a CS Associate, where I gained expertise in managing complex technical issues and delivering efficient software solutions in production environments. Throughout my career, I’ve been deeply involved in supporting and optimizing software applications, primarily through troubleshooting, system analysis, and escalating issues for timely resolution. I have hands-on experience with AWS Cloud, PostgreSQL, Python development, and have worked extensively on system troubleshooting, incident management, and service reliability. I specialize in providing software application support, focusing on delivering seamless service experiences for clients, handling major incidents, and ensuring that SLAs are met. I've also worked with cloud technologies and databases to optimize performance, automate tasks, and support scalable solutions in fast-paced environments. Key Areas of Expertise: Software Application Support: Troubleshooting, issue resolution, client communication, and service reliability Cloud Technologies & Databases: AWS Cloud, PostgreSQL, MongoDB Programming & Scripting: Advanced Python, Django & Flask frameworks, Shell scripting, and DSA (Data Structures & Algorithms) Production Infrastructure Support: SaaS platform administration, system monitoring, and troubleshooting for cloud applications Incident Management & Escalation: Coordinating major incidents, escalations, and resolving issues within SLAs Data Visualization & Reporting: Using Python and MS Excel for data analysis, reporting, and creating custom dashboards Cross-functional Collaboration: Collaborating with internal teams and third-party vendors, ensuring smooth customer interaction, and managing client expectations ITIL Processes & Change Management: Incident management, change requests (CR), CAB (Change Advisory Board), and post-incident review Support Tools: JIRA, Confluence, Slack

Stackforce AI infers this person is a SaaS-focused technical operations specialist with strong cloud and application support expertise.

Location: Delhi, India

Experience: 4 yrs 6 mos

Skills

Software Application Support
Cloud Technologies
Service Delivery
Incident Management
Data Analysis

Career Highlights

Over 4 years of experience in technical operations.
Expertise in AWS Cloud and software application support.
Strong background in incident management and service reliability.

Work Experience

HCLTech

Analyst (1 yr 1 mo)

Amazon

CS Associate ( IP ) (2 yrs 10 mos)

Assetplusconsulting - A Decision Science Company

Data Analyst (7 mos)

Education

Bachelor of Technology - BTech with specialization in Business Analytics at Galgotias University

12th at N. M. Public School

Abhay Sharma

Operations Associate

Delhi, India4 yrs 6 mos experience

Key Highlights

Over 4 years of experience in technical operations.
Expertise in AWS Cloud and software application support.
Strong background in incident management and service reliability.

Stackforce AI infers this person is a SaaS-focused technical operations specialist with strong cloud and application support expertise.

Contact

Skills

Core Skills

Software Application SupportCloud TechnologiesService DeliveryIncident ManagementData Analysis

Other Skills

AWSAWS CloudAdvance excelAgile & Waterfall MethodologiesAgile MethodologiesAgile Project ManagementAmazon Web Services (AWS)AnacondaAnomaly DetectionAny deskApache ZeppelinApplication Infrastructure SupportBashBusiness AnalysisBusiness Intelligence

About

Experience

4 yrs 6 mos

Total Experience

1 yr 6 mos

Average Tenure

Current Experience

Hcltech

Analyst

Dec 2023 – Jan 2025 · 1 yr 1 mo · Noida, Uttar Pradesh, India · Hybrid

1) Tech Stack:
Possess a comprehensive understanding of diverse cloud infrastructure environments across multiple customers, providing support for break-fix issues in production services. These include areas such as network connectivity, compute resources, security, and edge services (Load Balancer, WAF, SOC, CDN, traffic management, and health checks). Additionally, support is provided for storage solutions (block, file, and object), logging and monitoring systems, IAM and PKI configurations, billing and cost management, virtualization platforms, WebLogic servers and applications, database operations, email delivery systems, and various other cloud-based services. Activating Circuit after installation and Working on change of services in APAC and EMEA Shifts
2) Troubleshooting:
Skilled in troubleshooting internet and network-based applications such as HTTP/HTTPS, FTP, NAT, Telnet/SSH, DNS, DHCP, and SSL/TLS. Experience resolving IP and port-related issues and analyzing network traffic through Wireshark (pcap files), with a solid understanding of subnetting and network segmentation.
Proficient in interpreting HTTP status codes, investigating causes of website outages, and determining root cause analysis (RCA).
Responsible for server installation, ongoing maintenance, performance tuning, and issue resolution. Frequently access internal and client systems using SSH to run diagnostics such as ping, traceroute, dig/nslookup, netstat, mtr, iperf, and cURL via the command line interface (CLI).
3) Incident Response Coordination:
Manage the mitigation, response, recovery, and restoration phases during disaster scenarios and business continuity disruptions.
4) Application deployment
Monitoring Python & Django application deployment to servers. Built and maintained excellent customer relationships and achieved the highest level of KPIs, such as achieving TTR, CSAT, IHRD, NRD, etc.

AWS CloudPostgreSQLPythonDjangoFlaskShell scripting+4

Amazon

CS Associate ( IP )

Nov 2019 – Sep 2022 · 2 yrs 10 mos · Delhi, India · Hybrid

1) Application Infrastructure Support:
Carrying out routine maintenance tasks and resolving issues on Linux-based servers.
Managing various AWS services such as EC2, IAM, S3, and CloudWatch.
Applying OS hardening measures and addressing Level 1 security concerns like disabling specific HTTP methods and modifying visible web server version info.
Conducting proactive daily checks to assess the health and status of the application infrastructure; identifying and reporting bugs, errors, and exceptions by reviewing logs from web and application servers (e.g., Apache Tomcat).
Handling the installation and upgrading of operating systems and additional packages, particularly those tied to critical or security updates from the vendor.
Managing user accounts including creation, deletion, and password resets on Linux systems, AWS IAM, and OpenVPN, as requested.
2) On-Call Support:
Utilize all accessible resources to diagnose and resolve high-priority production incidents (P1/P2/P3); initiate and actively participate in conference bridge calls to troubleshoot issues, communicate incident details to internal teams and management, and coordinate with third-party vendors, service providers, and other IT departments as needed.
Take the lead in daily shift handover meetings, clearly outlining any issues encountered, and contribute to Root Cause Analysis (RCA) discussions during weekly Post-Incident Review (PIR) sessions.
3) Service Delivery and Change Management:
Coordinate with and inform all affected teams and clients about upcoming changes; document, construct, implement, validate, and define rollback procedures to ensure every build undergoes proper review and testing before release.
Handled various categories of change requests, including normal, routine, mitigation, and emergency changes.
Collaborated with the Release and Transition teams to ensure adherence to all essential ITIL, ITSM, and SDLC processes.
Managed Incident, Problem, and Change processes

AWSLinuxIncident ManagementChange ManagementApplication Infrastructure SupportService Delivery

Assetplusconsulting - a decision science company

Data Analyst

Aug 2018 – Mar 2019 · 7 mos · Noida, Uttar Pradesh, India · On-site

Python • SQL • Apache Zepellin • Data Analytics • Data Visualisation • MS - Excel • Business Development • Machine Learning • Linux • VM Ware • Any Desk • Analytics As a Service ( Aaas )

PythonSQLData AnalyticsData VisualizationMachine LearningData Analysis