Summary
Overview
Work History
Education
Skills
Websites
Certification
Projects
Timeline
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Ashrika Shetty

Bengaluru

Summary

Results-driven IT professional with 5 years of experience in technical support, incident management, and team leadership. Proven ability to manage, develop, and mentor technical teams, ensuring high-quality support and troubleshooting for complex environments. Adept at enhancing documentation, streamlining processes, and driving continuous learning initiatives. Experienced in handling high-severity incidents, collaborating across teams, and leading automation-driven improvements.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Senior Site Reliability Engineer | Customer Success & Incident Management Lead

Oracle
Bengaluru
02.2024 - Current
  • Handled high-priority incidents and escalations, ensuring timely resolution and minimising customer impact.
  • Led post-incident reviews to identify root causes and implement preventative measures.
  • Developed and improved monitoring processes, standard operating procedures, and automation workflows for the Oracle SaaS offerings.
  • Collaborated with internal teams to enhance security, compliance, and service availability across SaaS offerings.
  • Utilised Linux for system-level operations, including log access, health checks, and troubleshooting VM connectivity issues.
  • Acted as a primary escalation point, working closely with leadership to resolve technical and operational challenges.

Senior DevOps Engineer

VMware
Bengaluru
07.2021 - 01.2024
  • Designed and developed automation solutions using Python, Kubernetes, and containerization technologies, increasing system efficiency by 70%.
  • Improved team performance by organizing training sessions and achieving certifications for junior engineers.
  • Delivered cloud-native solutions using Infrastructure as Code – IaaC tools like VMware Aria, driving seamless deployments across environments.
  • Collaborated with cross-functional teams to implement CI/CD pipelines using GitLab, streamlining development and deployment processes.
  • Managed key technical documentation efforts, creating knowledge base articles for troubleshooting and process improvement.

Technical Support Engineer II

VMware
Bengaluru
07.2019 - 07.2021
  • Led a team of 6 support engineers, fostering a positive team culture and ensuring adherence to organizational SLAs and quality standards.
  • Onboarded new team members, providing mentorship and training to drive professional growth.
  • Delivered 24/7 customer support for VMware Cloud on AWS (SaaS offering), strengthening client relationships and improving product adoption.
  • Troubleshot complex application issues, including APIs and cloud plugins, collaborating with developers and clients to resolve escalations quickly.
  • Organized technical meetups and webinars to engage clients and enhance product knowledge.
  • Conducted incident trend analysis and implemented solutions to reduce service disruptions, enhancing the overall customer experience.

Education

MBA - Business Analytics

BITS Pilani
01.2022

B.Tech - Computer Science

Savitribai Phule Pune University
01.2019

Skills

  • Kubernetes and VMware expertise
  • Cloud infrastructure administration
  • Technical documentation and oversight
  • Root cause analysis techniques
  • Incident management strategies
  • Salesforce knowledge

Websites

Certification

  • VMware Certified Professional (VCP) - Data Center Virtualization
  • Udemy-Certified Kubernetes Architect
  • Agile Foundations and Project Management - LinkedIn
  • VMware Certified vSphere 6.7 Foundation

Projects

Automation Tool Development using JIRA:

Created an automation tool using JIRA to streamline and automate project management tasks. Implemented workflows and automation processes to enhance team efficiency and productivity. 

GUI Development with Grafana and Prometheus,:

Verified the development of a graphical user interface (GUI) utilizing Grafana and Prometheus. Designed and customized dashboards to provide visual representations of key metrics and data.

Timeline

Senior Site Reliability Engineer | Customer Success & Incident Management Lead

Oracle
02.2024 - Current

Senior DevOps Engineer

VMware
07.2021 - 01.2024

Technical Support Engineer II

VMware
07.2019 - 07.2021

MBA - Business Analytics

BITS Pilani

B.Tech - Computer Science

Savitribai Phule Pune University

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Ashrika Shetty