NAVEEN KUMAR KANNEMADUGU
Production Support Engineer
Bangalore
Summary
Production Support Engineer with 4.4 years of hands-on experience in L1/L2 application support, incident management, and intermediate Python development. Skilled in Linux, AWS, MongoDB, SQL, FastAPI, and microservices. Proven ability to manage critical production incidents, automate workflows using Python, and collaborate effectively with cross-functional teams.
Overview
4
4
years of professional experience
Work History
Technical Support Engineer - 2
Exotel Techcom Pvt.Ltd
Bengalore
11.2025 - Current
- Provided L1/L2 technical support for cloud telephony products including APIs, IVR flows, call routing, and SMS services.
- Diagnosed and resolved issues related to call failures, API errors, web hook configurations, and number provisioning.
- Worked closely with customers to troubleshoot integrations using REST APIs, HTTP requests, and JSON responses.
- Monitored platform performance and identified outages using tools like logs, dashboards, and alerting systems.
- Collaborated with engineering teams to escalate and resolve complex issues, ensuring SLA compliance.
- Assisted clients in setting up and debugging IVR call flows and voice solutions.
- Analyzed call logs and CDRs (Call Detail Records) to identify root causes and improve service quality.
- Maintained detailed documentation of issues, solutions, and troubleshooting steps.
- Delivered excellent customer support via tickets, email, and calls, improving customer satisfaction scores.
- Performed basic scripting/debugging using tools like Postman, curl, or Python (if applicable).
Software Engineer - Development
Reward360 Global Services Pvt. Ltd.
Bangalore
03.2022 - 10.2025
- Key Contributions (Development):
- Designed and implemented backend APIs using Fast API, Python, and MongoDB for loyalty programs.
- Integrated Redis caching and enhanced performance of reward catalog APIs.
- Collaborated with frontend, QA, and DevOps for successful release cycles.
- Wrote and optimized queries using SQL Alchemy and handled production data pipelines.
- Created CRON-based automation scripts for report generation and file processing.
Production Support Engineer (L1&L2)
Reward360 Global Services Pvt. Ltd.
Bangalore
12.2021 - 10.2025
- Key Responsibilities (Production Support):
- Monitored and maintained business-critical ERP and Rewards systems for clients like Axis Bank, ICICI, HDFC, and SCB.
- Diagnosed and resolved production issues using ERP logs, API logs, and Core API requests.
- Analyzed incidents (500/503 errors, status mismatches) and coordinated with dev/infra teams for permanent fixes.
- Managed E-voucher delivery status across geographies (IN, AE, BII, SG) and ensured SLA compliance.
- Attended NOC calls, performed root cause analysis, and prepared incident reports to minimize downtime.
Education
Master of Computer Applications - MCA
AITS University
Rajampeta, Andhra Pradesh12.2021
Skills
Python
SQL
PHP
FastAPI
SQLAlchemy
Databases
MySQL
MongoDB
GitHub
GitLab
Postman
JIRA
Crontab
Redis
RabbitMQ
Grafana
ES and Os Metrics
Jenkins
Incident Management
Production Troubleshooting
Application Monitoring
Automation Scripting
Root cause analysis
Service Now
KEY STRENGTHS
- Strong ownership and problem-solving mindset
- Effective communicator between onsite and offshore teams
- Experience in both support and development cycles
- Rapid learner with a proactive approach to automation
Timeline
Technical Support Engineer - 2
Exotel Techcom Pvt.Ltd
11.2025 - Current
Software Engineer - Development
Reward360 Global Services Pvt. Ltd.
03.2022 - 10.2025
Production Support Engineer (L1&L2)
Reward360 Global Services Pvt. Ltd.
12.2021 - 10.2025
Master of Computer Applications - MCA
AITS University