KEERTHI MADHU
Coimbatore
Summary
Seasoned Production Service Engineer with 6 years in enterprise environments. Specializes in Tier 3 technical support, incident management, and system optimization. Delivers effective debugging and root cause analysis, collaborating with development teams for application fixes. Drives service reliability through SQL data analysis and process automation.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Production Service Engineer
XPERI
Bengaluru
12.2021 - 02.2025
- L3 Production Support: Provided Tier 3 support for high-priority production issues, ensuring minimal downtime during on-call shifts.
- Incident Resolution: Resolved complex production service issues efficiently within strict SLAs through proactive monitoring and troubleshooting.
- Cross Team Collaboration: Collaborated with development and operations teams to identify and resolve production bottlenecks, facilitating timely application fixes.
- Root Cause Analysis: Debugged underlying system issues to provide root cause analysis (RCA) and suggested functional/technical enhancements.
- Incident Management: Documented service configurations, incidents, and solutions to enhance team knowledge base and streamline future incident response.
Application Development Analyst
ACCENTURE Solutions Pvt Ltd
Bengaluru
01.2019 - 12.2021
- Acted as a Subject Matter Expert and Certified ServiceNow System Administrator.
- Automation: Leveraged ServiceNow functionalities to automate repetitive tasks, increasing operational efficiency.
- Provided Tier 2 and Tier 3 assistance for ServiceNow tickets, triaging issues to appropriate stakeholders.
- Data Engineering: Utilized SQL to perform complex data analysis and manage data-related production tickets.
- Production Deployment: Collaborated with the development team to transition updates and fixes into the production environment.
Business Development Associate
BYJU'S
Bengaluru
05.2017 - 06.2018
- Developed strategic partnerships to enhance market presence and drive growth.
- Conducted market research to identify trends and customer needs for product development.
- Collaborated with cross-functional teams to design promotional materials and campaigns.
- Cultivated communication and client servicing skills while collaborating in a high-performance team.
Education
Bachelor of Engineering (BE) - Electronics and Communication
KPR Institute of Engineering and Technology
Coimbatore01-2017
Schooling - Computer Science
Kendriya Vidyalaya Sangathan
CoimbatoreSkills
Languages & Frameworks: C, NET, SQL (Stored Procedures/Scripts)
Tools & Platforms: ServiceNow (Certified System Administrator),JIRA, Confluence, GIT
Data & Infrastructure:SSIS/SSMS/SSDT, SQL Server, Kafka, RabbitMQ
Monitoring & Logging: Splunk, Grafana, Performance Monitoring
Cloud & DevOps: Microsoft Azure(AZ-900), AWS Certified Cloud Practitioner, Docker, Ansible Tower
Certification
- Certified ServiceNow System Administrator (CSA)
- Microsoft Azure AZ-900 Fundamentals
- AWS Certified Cloud Practitioner
- Ansible Tower & Beginner Docker
Languages
- Hindi
- Russian
- German
- English
Timeline
Production Service Engineer
XPERI
12.2021 - 02.2025
Application Development Analyst
ACCENTURE Solutions Pvt Ltd
01.2019 - 12.2021
Business Development Associate
BYJU'S
05.2017 - 06.2018
Bachelor of Engineering (BE) - Electronics and Communication
KPR Institute of Engineering and Technology
Schooling - Computer Science
Kendriya Vidyalaya Sangathan