Karthika Malini
Bangalore
Summary
• 3+ years of experience managing 3,600+ customer-reported issues across telecom and software platforms.
- Worked widely with Huawei, a Korean-based client, and Sony, a Japanese-based client.
- Specialized in issue qualification, JIRA-based triaging, and cross-functional team coordination by leading a team of four.
• Hands-on with cloud tools, automation pipelines, and custom analytics dashboards.
• Adept at delivering customer updates, managing releases, and driving issue closure at scale.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Issue Qualification Manager / Customer Issue Manager
Sony Mobile Communications
Bangalore
10.2021 - Current
- Resolved over 3,611 customer issues across various platforms, ensuring high client satisfaction.
Led product launch support and qualified software releases for Sony Xperia devices.
Analyzed and documented customer-raised issues, creating detailed JIRA bugs with relevant metadata.
Monitored build status through Jenkins to link reported issues with specific Android security versions.
Triggered labels in Google APA for automated metadata extraction and analytics.
Maintained real-time client reports and dashboards using Google APA and Kintone.
Assigned actionable bugs to development teams via Kanban workflows, achieving SLA compliance.
Automated recurring client reports, enhancing reporting efficiency and timeliness.
Education
M.Tech - Cloud Computing and AI
Birla Institute of Technology And Science (BITS)
Pilani01.2025
Bachelor of Technology (B.Tech) - Electrical, Electronics And Communications Engineering
PES University
Bangalore01.2021
Skills
Tools: JIRA, Jenkins, OpenGrok, CMWEB, APA, Kintone
Cloud & DevOps: Docker, Kubernetes, AWS, Azure, Jenkins Pipelines
Workflows: Kanban, Camunda, JIRA Workflows
Security & Infra: Cloud Security, Android Release Gatekeeping
Python
Others: Dashboarding, Data Warehousing, Scalable Systems, Report Automation, MS Tools
Career Objective
Motivated and detail-oriented professional with extensive experience in large-scale product support, issue qualification, and end-to-end release management Seeking to leverage deep expertise in cloud-native technologies, CI/CD pipelines, and workflow automation to streamline issue resolution and strengthen system reliability Passionate about optimizing operational processes through scalable infrastructure, secure cloud deployments, and actionable dashboards. Eager to contribute to innovative, customer-focused teams that value continuous improvement, cross-functional collaboration, and technical excellence
Certification
- GCP Associate Cloud Engineer – Google Cloud certification
- AWS Certified Solutions Architect – Associate
- Microsoft Azure
- Power BI
Accomplishments
- Classical dancer with a senior degree in Kuchipudi, performed widely in India
- Keen interest in working out and CrossFit
- 2-time Guinness World Record holder in Kuchipudi, Hyderabad
Timeline
Issue Qualification Manager / Customer Issue Manager
Sony Mobile Communications
10.2021 - Current
M.Tech - Cloud Computing and AI
Birla Institute of Technology And Science (BITS)
Bachelor of Technology (B.Tech) - Electrical, Electronics And Communications Engineering
PES University
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