Balaji Kulanthaivelu

• Working as a Senior Technical Support Engineer for SAP Commerce Cloud, providing expert-level troubleshooting and resolution for complex technical issues across the commerce platform.
• Actively involved in the Core Sustaining Team, collaborating across functions to manage customer escalations, perform in-depth root cause analysis (RCA), and deliver clear, actionable insights to customers.
• Addressing a wide range of technical issues involving web & application servers, databases, search & kubernetes clusters, ensuring system stability and performance across all layers of the stack.
• Functioning as an STC (Support Team Coach), mentoring team members on end-to-end knowledge management practices and guiding them in the creation of high-quality, customer-centric knowledge base articles to drive issue deflection and first-contact resolution.
• Conducting deep-dive application diagnostics using observability tools such as Dynatrace for performance monitoring and OpenSearch Dashboards for log analysis.
• Championing Support Automation by leveraging built-in AI tools within the Commerce Cloud ecosystem to streamline processes and improve support efficiency.
• Demonstrating strong domain knowledge in application and systems observability, enabling proactive issue identification and faster resolution times.

• Working in Product Support for Upscale Commerce, a SaaS-based commerce solution, delivering comprehensive end-to-end operational and product-level support.
• Ensuring high availability and reliability of the platform by diagnosing and resolving issues across the application stack and associated infrastructure
• Providing support for core product functionalities, including product data management, customer notifications, merchandising workflows, and UI/UX optimization for mobile and web applications.
• Actively involved in monitoring and maintaining cloud services infrastructure, with a focus on AWS-based environments and dependent services.
• Performing root cause analysis and taking corrective actions to maintain platform stability and customer satisfaction.
• Working as a Technical Support Engineer for SAP Commerce Cloud, delivering expert-level troubleshooting and resolution of complex technical issues across the commerce ecosystem.
• Performing in-depth diagnostics and root cause analysis using observability tools like Dynatrace for performance monitoring and OpenSearch Dashboards for log investigation.

• Delivered high-availability operational support for SAP Hybris (Commerce Cloud), ensuring stability and performance of application servers by collaborating with Product, Database, and Technical teams to resolve issues promptly.
• Administered Dynatrace for cloud operations monitoring, focusing on transaction flows, service health, and diagnosing issues with custom components such as cronjobs.
• Hands-on experience with Automation Engine and Commerce Cloud Portals to manage and monitor customer environments—covering endpoints like Storefront, Backoffice, API Services, Logging, SOLR, and Background Processing.

Actively worked with Kubernetes-based infrastructure:

• Monitored and analyzed Kube clusters, inspected pod status, reviewed configurations, and performed updates across VM-bound PVC volumes.
• Collected histograms and metrics for pods and took corrective action based on alerts and predefined recommendations.
• Provided platform support for Azure subscriptions, analyzing IOPS, Throughput, Queue Depth, DTU utilization, and other key performance indicators under specific resource groups.

Collaborated with the Cloud Support Operations & Outage Detection teams to:

• Proactively detect service disruptions or degradations across customer environments.
• Coordinate incident response efforts with technical teams to ensure timely resolution and root cause identification.
• Prepare and deliver outage notifications to customers and internal stakeholders regarding ongoing incidents and post-mortem outcomes.
• Administered Catchpoint for Cloud for Customer (C4C) operations to monitor availability, detect outages, and evaluate performance across multiple customer endpoints and nodes.

• Led a team of 12 developers through the full software development lifecycle—from requirement analysis and architecture design to implementation and delivery—ensuring on-time completion of project milestones.
• Interpreted design specifications and distributed tasks effectively among team members, driving accountability and timely execution of deliverables.
• Created and maintained comprehensive technical documentation, including solution design documents, test case documentation, and code review reports.
• Provided ongoing production support in a live environment integrating MySQL databases with third-party platforms like Zomato, Swiggy, UberEATS, and Urban Piper via cloud-based services.
• Diagnosed and resolved application-related issues across backend services and AWS-hosted cloud infrastructure, ensuring minimal downtime and optimal performance.
• Worked extensively in a product-based development environment, contributing to product stability, scalability, and enhancement.
• Troubleshot and resolved complex issues, performing root cause analysis and applying long-term fixes to reduce repeat incidents.
• Monitored and administered support tickets, prioritizing critical issues, and delivering timely solutions to high-impact customer queries.
• Supported both implementation and post-deployment phases, providing expert-level technical guidance and operational support.

• Participated in requirements gathering and data mapping sessions to align technical development with business objectives and data strategy.
• Developed and maintained database objects such as tables, views, and materialized views using SQL to support application and reporting needs.
• Provided administration and support for Oracle 10g (10.2.0.4) databases, including routine maintenance, performance optimization, and backup strategies.
• Managed Linux server administration, including monitoring server performance, scheduling regular maintenance, and ensuring system reliability.
• Delivered data analysis to improve data quality, support business decision-making, and identify opportunities for database optimization and enhancements.
• Created and managed cronjobs and schedulers for process automation, alerting, and performance monitoring to ensure proactive issue detection.
• Executed data recovery operations using Flashback to Timestamp and RMAN point-in-time recovery, minimizing downtime and data loss.
• Contributed to the development of scalable, highly available, and modular software products, ensuring smooth deployment and system reliability.

• Debugged and enhanced software components, ensuring stability and performance across core modules.
• Conducted stress testing on server-side code to validate the robustness and efficiency of implemented changes under high load.
• Designed and developed object-oriented applications using Java and the Spring framework, adhering to best practices in clean coding and modularity.
• Underwent structured training in web technologies including Java/J2EE, .NET, and RDBMS concepts, gaining hands-on exposure to full-stack development environments.
• Collaborated on application enhancements and fixes while learning SDLC processes and real-world enterprise development workflows.