LEKHANA RAPURU
Nellore,AP
Summary
Software engineer with 4.11 years of experience in the IT telecom domain, Proficient in using ticketing tools such as Jira, USMS, ServiceNow, and Support Works. Experienced IT Support Engineer with a strong background in team management,service management, and customer support. Skilled in incident and and adept at providing application support.
Overview
5
5
years of professional experience
Work History
Defect Management Engineer
prodapt Solutions Pvt Ltd
09.2022 - 09.2024
- Addressed tickets promptly upon bug discovery during the TFT cycle, initiated by the vendor.
- Acted as the liaison between the vendor and customer, managing priority tickets and defects using Jira.
- Ensured seamless communication and coordination across cross-functional teams.
- Conducted thorough troubleshooting of tickets and escalated issues to the appropriate teams for advanced evaluation.
- Delivered timely resolutions for all identified defects.
- Participated actively in country calls to gather updates and align strategies.
- Demonstrated expertise in crafting and utilizing effective Jira queries.
- Managed live production incidents related to Connect-X, collaborating closely with developers, managers, and team members to ensure the prompt resolution of bugs and defects.
- Collaborated with cross-functional teams to ensure seamless integration of management engineering principles into daily operations.
Application Support Engineer
prodapt Solutions Pvt Ltd
05.2021 - 08.2022
- Experienced in managing L1 and L2 incidents within SLAs, handling critical and high-priority issues, and collaborating with support teams, stakeholders, and third-party suppliers for timely resolution.
- Acted as the primary point of contact for major incidents, hosting bridge calls and providing detailed updates on issue status, timelines, and resolutions.
- Worked closely with L1 monitoring teams to proactively identify and resolve potential P1/P2 incidents, ensuring effective troubleshooting and timely resolution.
- Led incident management tasks, coordinating with various teams, assigning responsibilities, and conducting SLA breach analysis for continuous process improvements.
- Prepared and presented comprehensive daily, weekly, and monthly service review reports to clients, outlining performance metrics, incident trends, and improvement strategies.
- Proficient in using incident management tools such as USMS, ServiceNow, SupportWorks, and JIRA to manage the incident lifecycle and ensure SLA compliance.
- Partnered with RPA teams to automate routine BAU tasks, enhancing operational efficiency and reducing manual workloads.
- Provided application support, including conducting health checks, reviewing logs, and generating reports to ensure optimal performance of telecom applications.
- Developed and maintained SOPs, knowledge bases, and Confluence pages to ensure consistency and clarity in incident management processes.
- Knowledge of Change Management processes, contributing to process improvements and assisting in scheduling and approvals in change management procedures.
Operations and Maintenance Engineer
Tata Communications Transformation Services
12.2019 - 04.2021
- Monitored and prioritized incidents, ensuring timely resolution while maintaining100% SLA and TTO compliance
- Performed root cause analysis, reducing recurring issues by 25% through preventive measures
- Trained and mentored new team members, enhancing team capabilities and productivity
- Effectively handled high-priority cases, collaborating with onsite teams and stakeholders to resolve critical issues
Education
Bachelor of Technology - Computer Science and Engineering
Narayana Engineering College
06-2019
Skills
- Databases: SQL, Oracle
- Query Language: SQL
- Dashboard Tools: Tableau, Power BI
- Ticketing Tools: Jira, ServiceNow, BMC Remedy, SupportWorks
- Other Tools: MS Office
- IT Service Management: Completed ITIL V4 Foundation Course
Timeline
Defect Management Engineer
prodapt Solutions Pvt Ltd
09.2022 - 09.2024
Application Support Engineer
prodapt Solutions Pvt Ltd
05.2021 - 08.2022
Operations and Maintenance Engineer
Tata Communications Transformation Services
12.2019 - 04.2021
Bachelor of Technology - Computer Science and Engineering
Narayana Engineering College
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