Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

HARSHITA JAIN

Senior Technical Support Engineer
Bengaluru

Summary

Dedicated and quality-focused Senior Technical Support Engineer with over 8 years of experience in the tech industry, specializing in operating systems and virtualization technologies. Expertise in managing customer expectations while delivering clear technical guidance and support. Proven ability to develop innovative solutions that enhance user experience and drive operational efficiency. Committed to leveraging technical acumen to resolve complex issues and foster positive client relationships.

Overview

8
8
years of professional experience
2
2
Certifications

Work History

Senior Cloud/DevOps Engineer

Oracle
06.2022 - Current


  • Cloud Infrastructure: Designed and maintained scalable cloud infrastructure across AWS (EC2, S3, Lambda), and OCI, supporting high availability and fault-tolerant applications.
  • Automation: Developed APIs and scripts (Python, REST, Shell) for automating VM configuration, CI/CD workflows, and system operations, reducing deployment time.
  • Containerization: I worked with Docker and Kubernetes for container orchestration and support of virtualization solutions.
  • Cloud Customer Connect: Actively participating in the discussions and forums, assisting engineers and customers with queries.
  • CTC/DM role: Handling duty management role to aid customers during escalations. Managed duty schedules to ensure continuous support, covering cases where engineers are unavailable or in a different timezone.
  • Testing Diagnostics (TD): Engaged and assisted engineers in the TD process to ensure efficient troubleshooting.
  • Technical Expert Collaborations: Assisted engineers with their service request to get a solution or workaround to the problem.
  • Networking fundamentals: Worked on networking-related issues in OCI and OLVM, including configuration, connectivity, and security troubleshooting.
  • KM Lead – Leading global knowledge management for OVM and OLVM products.
  • Responsibilities as KM Lead: Review and publish KM documents within 7 days, mentor engineers to create and publish KM, and manage and update existing KM resources.

Technical Support Engineer

Oracle
06.2017 - 06.2022


  • Troubleshoot and diagnostics: Troubleshoot and diagnosed Oracle Linux, OVM, and OLVM systems, resolving complex OS, networking, and storage issues in production environments.
  • Collaboration: Collaborated with different teams and worked closely with Engineered System Teams (e.g., Exadata).
  • Worked with the development team to fix issues, authored Knowledge Management documentation.
  • Mentoring new hires: Mentored new hires in the team and helping them with there service request
  • Built tools using Oracle Apex for internal team use.
  • Developed and deployed automation scripts using Python and REST APIs, reducing manual effort and accelerating customer issue resolution.
  • Revised and modularized old codebases to modern development standards, reducing operating costs and improving functionality.

Education

Bachelor of Engineering - Computer Science

BMS College Of Engineering
Bengaluru, India
05.2017

Skills

Linux

KVM

Virtualization

XEN

Docker/Kubernetes

Oracle cloud

undefined

Certification

Oracle Cloud Infrastructure Foundations 2020 Certified Associate

Accomplishments

  • API Automation Success: Reduced virtual machine deployment times by 40% through API automation.
  • KM Document Management: Published 20+ knowledge management documents within 7 days consistently.
  • Customer satisfaction excellence: Achieved 95% customer satisfaction rate through superior technical support.
  • GEM AWARD : Completed the PIW KB review project ahead of schedule with high-quality deliverables; contributed to the OLVM Master KM project improving search efficiency, authored and published KMs on time, resolved backlogs, and acted as SR owner for high-visibility clients (Marsh McLennan, NSE) with strong customer feedback on expertise and timely execution.

Timeline

Senior Cloud/DevOps Engineer

Oracle
06.2022 - Current

Technical Support Engineer

Oracle
06.2017 - 06.2022

Bachelor of Engineering - Computer Science

BMS College Of Engineering

Similar Profiles

CREATE PROFILE
HARSHITA JAINSenior Technical Support Engineer