HARSH VERMA
Data-Driven Support Engineer
New Delhi,HR
Summary
Data-driven professional with 2+ years of experience in operational analytics, system monitoring, and hardware support in a warehouse automation (SaaS) environment. Proven ability to analyze performance data, improve KPIs (MTBF, SLA, FRT), and drive process optimization. Skilled in SQL (InfluxDB), Excel (Pivot Tables), and root-cause analysis to support data-backed decision-making.
Overview
2
2
years of professional experience
Work History
Engineer – Global Hardware Support
GreyOrange Pvt. Ltd.
04.2026 - Current
- Leading US (EST) shift operations as L2 Support Engineer, managing critical incident response and escalation handling
- Ranked among Top 10 ticket resolvers; maintained ~30 min average FRT across SLA categories
- Improved MTBF from 2.7 to 47.5, significantly reducing maintenance inflow and stabilizing operations
- Analyzed performance data using InfluxDB queries and monitoring tools, identifying bottlenecks and achieving zero bots in maintenance (Feb 2026).
- Provided hands-on hardware support across four major product lines: RTP, TTP, Shuttle, and Relay TTP
- Built SOPs and troubleshooting frameworks, improving process standardization and knowledge access
- Trained 3 new hires, accelerating onboarding and team productivity
- Led cross-functional issue resolution with vendors and internal teams, ensuring timely RCA and resolution
Graduate Engineer Trainee – Global Hardware Support
GreyOrange Pvt. Ltd.
06.2024 - 03.2026
- Ensured high uptime and SLA compliance for global robotics operations
- Served as POC for incident management and resolution, facilitating timely issue resolution
- Established logging and monitoring practices to capture and analyze system performance data
- Supported global robotics operations, ensuring high uptime and SLA compliance
Education
B.Tech - Electrical & Electronics Engineering
SRM Institute of Science And Technology
Kattankulathur, Tamil Nadu05-2023
Class 12th
Bharatiya Vidya Bhavan's Mehta Vidyalaya
Delhi, India04-2019
Skills
Data & Analytics: SQL (InfluxDB), Excel (Pivot Tables), KPI Analysis, Root Cause Analysis
Critical incident response
SLA compliance
Troubleshooting hardware
Technical: Linux, Hardware Diagnostics, Monitoring & Logging Systems
Timeline
Engineer – Global Hardware Support
GreyOrange Pvt. Ltd.
04.2026 - Current
Graduate Engineer Trainee – Global Hardware Support
GreyOrange Pvt. Ltd.
06.2024 - 03.2026
B.Tech - Electrical & Electronics Engineering
SRM Institute of Science And Technology
Class 12th
Bharatiya Vidya Bhavan's Mehta Vidyalaya