ASWIN S NAIR
Chengannur,KL
Summary
Results-driven Senior L3 Technical Support Engineer with over 4 years of extensive experience in managing high-availability Azure Cloud operations. Expertise in leveraging Azure Monitor, Application Insights, and telemetry analysis to proactively identify and resolve complex production issues, achieving a 30% reduction in system downtime and a 50% decrease in recurring incidents through strategic operational enhancements. Proficient in SQL optimization, PowerShell automation, incident management, and RCA documentation while effectively leading global support teams to ensure seamless service delivery. Committed to driving operational excellence and enhancing system reliability in fast-paced environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Technical Operations Engineer
RM Education Solutions Pvt Ltd
08.2025 - Current
- Provided specialized L2/L3 production support for global, mission-critical e-learning platforms, ensuring maximum stability and high availability.
- Implemented proactive failure detection using Azure Monitor, Application Insights, and Azure Service Bus, successfully reducing system downtime by 30%.
- Executed deep-dive Root Cause Analysis (RCA) utilizing telemetry data, Grafana dashboards, and event logs, achieving a 50% reduction in recurring incidents.
- Managed and optimized SQL stored procedures and server-side jobs, directly enhancing backend application performance.
- Maintained exemplary operational metrics, achieving 95% system uptime and 97% SLA compliance across diverse customer environments.
- Collaborated with DevOps, Engineering, and QA teams to swiftly resolve high-impact P1/P2 production incidents.
- Delivered specialized L3 troubleshooting and RCA for the 'Assessor' application, ensuring peak stability during high-volume global exam periods.
- Developed and implemented proactive monitoring and alerting systems, significantly reducing incident response time and preventing future outages.
- Coordinated urgent global incident resolution across multiple cross-functional teams.
Software Engineer (Track Lead), L3 Support
Orion Innovation
09.2021 - 07.2025
- Provided dedicated L3 application support for highly complex, Azure-hosted distributed enterprise systems.
- Drove operational efficiency by developing PowerShell and SQL automation scripts for automated health checks, log analysis, and issue remediation.
- Led a 10-member global support team, overseeing shift planning, escalation pathways, and critical stakeholder communication.
- Utilized telemetry-driven diagnostics and alert tuning with Azure Monitor and Application Insights to enhance system reliability.
- Performed critical SQL query tuning, database health checks, and live production troubleshooting to optimize application performance.
- Minimized service disruption by executing runbook-driven hotfixes, effectively reducing Mean Time To Resolve (MTTR).
- Standardized and improved Standard Operating Procedures (SOPs) and operational documentation, enhancing overall team efficiency and knowledge transfer.
- Managed 24x7 production support for complex systems, ensuring continuous availability for multiple enterprise teams.
- Implemented automated health checks using PowerShell and Application Insights, resulting in a measurable reduction in incident volume.
- Standardized documentation to enhance knowledge transfer and improve Root Cause Analysis (RCA) quality.
Education
Master of Computer Applications - Computer Applications Development
Amrita Vishwa Vidyapeetham University
Kochi, India04-2021
Bachelor of Computer Applications - Computer Applications Development
Amrita Vishwa Vidyapeetham University
Kochi, India03-2019
Skills
- Production Troubleshooting
- Automated Health Checks
- Application Monitoring
- SOP Development
- Incident Management
- RCA Documentation
- SQL Optimization
- Team Leadership
- Python Scripting
- Azure Cloud
- ServiceNow
- PowerShell
- L3 Support
- Grafana
- Staff training and development
Accomplishments
- Reduced system downtime by 30% and recurring incidents by 50% through proactive failure detection and in-depth Root Cause Analysis.
- Led a 10-member global support team, effectively managing complex escalation pathways and critical stakeholder communications.
- Engineered and implemented PowerShell and SQL automation scripts, significantly improving operational efficiency and reducing incident volume.
- Maintained exemplary operational metrics, achieving 95% system uptime and 97% SLA compliance across diverse customer environments.
Certification
- Microsoft Certified: Azure Administrator Associate (AZ-104) - Microsoft
- Python Full Stack Development Certification
Languages
English
Hindi
Malayalam
Timeline
Senior Technical Operations Engineer
RM Education Solutions Pvt Ltd
08.2025 - Current
Software Engineer (Track Lead), L3 Support
Orion Innovation
09.2021 - 07.2025
Master of Computer Applications - Computer Applications Development
Amrita Vishwa Vidyapeetham University
Bachelor of Computer Applications - Computer Applications Development
Amrita Vishwa Vidyapeetham University