Kurmanadh Krishnakanth Sreebhashyam
Bengaluru
Summary
Senior Support Operations & Technical Support Specialist with 9+ years of experience supporting SaaS platforms, REST APIs, and mission-critical applications in 24x7 production environments. Proven expertise in P1-P3 incident management, SLA/SLO compliance, observability, and SQL troubleshooting. Known for reducing TTR, improving CSAT, and maintaining 99.9% uptime through proactive monitoring, RCA, and close collaboration with Engineering and Product teams.
Overview
10
10
years of professional experience
Work History
Support Operations Specialist
Project44 Software Services
Bengaluru
03.2023 - Current
- Served as primary operations contact for high-availability logistics SaaS platform supporting global enterprises.
- Monitored production systems with Datadog, Grafana, and PagerDuty, achieving 99.9% uptime.
- Managed end-to-end incident management, ensuring detection, triage, escalation, and closure within SLAs.
- Reduced time to resolution by 28% through troubleshooting complex issues involving REST APIs and SQL queries.
- Optimized alerts to minimize noise and enhance on-call efficiency.
- Prepared detailed root cause analyses and post-incident reports to implement preventive actions.
- Coordinated cross-departmental projects to enhance workflow and productivity.
- Closed over 378 tickets with an average TTR of 2.94 days , earned Best Performer Award and Rockstar Award for exceptional performance.
Engineer - Support
Pennant Technologies
Visakhapatnam
04.2022 - 02.2023
- Delivered L2 technical support for enterprise applications and complex escalations.
- Collaborated with Development and QA teams to resolve application and data-related issues.
- Improved response time by 40% and achieved 95% first-contact resolution.
- Contributed to CSAT improvement of 30%.
IT Operations Associate II
Conduent LLP Services
Visakhapatnam
03.2018 - 04.2022
- Supported IT operations and application monitoring for large-scale enterprise systems.
- Improved operational efficiency by 30% through workflow optimization.
- Reduced operational risks by 35% via proactive monitoring and coordination.
- Created documentation and trained team members, improving adoption by 50%.
Senior Technical Support Executive
OTSI
Visakhapatnam
03.2016 - 03.2018
- Provided L1/L2 technical support for AP Road Transport Department (APRTD) project.
- Maintained 99.9% service availability and handled major incident escalations.
- Improved customer satisfaction by 30% and received management recognition.
Education
Master of Computer Applications (MCA) -
Andhra University
2012
B.Sc. - Computer Science
Andhra University
01.2009
Skills
- Incident Management
- Escalations
- SLA Compliance
- RCA
- Postmortems
- Datadog
- Grafana
- PagerDuty
- Alert Tuning
- Log Analysis
- SaaS Application Support
- REST APIs
- API Debugging
- Production Triage
- SQL Queries
- Data Validation
- Issue Analysis
- Jira
- Zendesk & Service now
- Python Basic (Inprogress)
- Linux basics (Inprogress)
- Incident management
- Dialpad
- Customer Communication
- Engineering Coordination
- Global Teams
Custom Section
- ITIL 4 Foundation, Planned/In Progress
- API Testing using Postman, Hands-on
Websites, Portfolios and Profiles
linkedin.com/in/krishnakanth-sreebhashyam-8bb14a46/
Timeline
Support Operations Specialist
Project44 Software Services
03.2023 - Current
Engineer - Support
Pennant Technologies
04.2022 - 02.2023
IT Operations Associate II
Conduent LLP Services
03.2018 - 04.2022
Senior Technical Support Executive
OTSI
03.2016 - 03.2018
Master of Computer Applications (MCA) -
Andhra University
B.Sc. - Computer Science
Andhra University