KEERTHANA K
Bengaluru
Summary
Senior Technical Support Engineer with over 10 years of experience in managing production environments and resolving critical incidents. Expertise in end-to-end application support, root cause analysis, and environment management across on-premise and cloud platforms. Proven ability to collaborate with cross-functional teams and mentor peers, ensuring optimal system performance through proactive monitoring. Strong problem-solving skills and a commitment to maintaining high service levels and managing customer expectations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Lead – Application Support Specialist
Wipro
Bengaluru
02.2024 - Current
- Delivered end-to-end application production support, achieving 99.9% uptime and optimized performance.
- Automated deployment and database scripts to minimize manual effort and accelerate release timelines.
- Analyzed system performance to identify areas for improvement and optimization.
- Provided technical support and troubleshooting for cloud applications.
- Conducted performance monitoring and optimization of cloud resources.
- Worked closely with DevOps engineers on automating various processes within the Cloud environment.
- Coordinated with clients to gather requirements and provide technical solutions.
- Led user acceptance testing activities prior to deployment into production environment.
- Implemented CI/CD pipelines for automated deployments.
- Documented software specifications and development processes for future reference and clarity.
- Provided technical guidance and mentorship to juniors.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Managed team performance through regular coaching and feedback sessions.
Application Support Engineer
Wipro
Bengaluru
03.2017 - 01.2024
- Delivered production support for Java middleware web applications and backend systems.
- Implemented automated health checks and monitoring alerts, reducing major incidents.
- Executed disaster recovery drills and certificate renewals to ensure compliance.
- Troubleshoot application synchronization issues in SOA-based integrations across multiple systems.
- Coordinated deployments, code migrations, and infrastructure upgrades in collaboration with DevOps and DBA teams.
- Provided technical support for oracle middleware environments.
- Documented technical procedures and user manuals to aid application processes.
- Resolved escalated tickets related to application support within established SLAs.
- Monitor and tune performance, and ensure high availability, and security.
- Troubleshoot and resolve problems in FMW environments.
- Provided technical support for software applications and troubleshooting issues.
- Responded to user inquiries, resolving concerns in a timely manner to ensure satisfaction.
- Created detailed documentation for all configuration changes made to the applications.
- Analyzed system logs to identify potential issues with applications.
- Tested new versions of applications prior to deployment in production environments.
Software Engineer
Wipro
Bengaluru
12.2016 - 03.2017
- Install, configure, and maintain Oracle middleware products.
- Troubleshoot and resolve technical issues
- Support during patching activities and DR drill
- Resolved incidents on timely manner
- Analysed and fix the sync issue between application and SOA
- End to end monitoring and root cause analysis.
Executive – Healthcare Insurance Support (SME)
Wipro BPO
02.2015 - 12.2016
- Processed appeals and grievances for insurance claims with accuracy and adherence to SLAs.
- Acted as Subject Matter Expert and trained new joiners in handling escalation cases.
Education
Bachelor of Science - Computer Technology
Vellalar College For Women
Erode05-2014
Skills
Technical Expertise:
- Java, Apache
- Oracle Middleware Fusion
- MS SQL
- Unix/Linux
- Issue troubleshooting
- WebSphere Admin
- ITIL Process
Ticketing Tools:
- ServiceNow, BMC Remedy, JIRA and Confluence
Monitoring Tools:
- Splunk, AppDynamics, Grafana, Dynatrace, Elastic
DevOps Tools:
- Jenkins, AWS CodePipeline, Terraform, GitHub, UCD, AWS EC2, and Kubernetes,CI/CD implementation
- RabbitMQ
- Networking and firewall
- Load Balancing Technique
- Team mentorship
- Problem solving
- Performance optimization
Certification
AWS Certified Cloud Practitioner (AWS CCP)
Accomplishments
Best Performer of the year - 2020, 2023
Timeline
Technical Lead – Application Support Specialist
Wipro
02.2024 - Current
Application Support Engineer
Wipro
03.2017 - 01.2024
Software Engineer
Wipro
12.2016 - 03.2017
Executive – Healthcare Insurance Support (SME)
Wipro BPO
02.2015 - 12.2016
Bachelor of Science - Computer Technology
Vellalar College For Women