NIGIDALA CHARAN SAI
Hyderabad,Telangana
Overview
1
1
year of professional experience
Work History
Software Engineer - Tech Support
Aziro Technologies
Hyderabad, Telangana
04.2025 - Current
- Managed end-to-end incident response for Severity 1 and 2 issues in a global 24/7 SaaS-based production environment, ensuring rapid service recovery and strict adherence to SLAs.
- Acted as a key liaison between customers, internal engineering teams, and external vendors, ensuring smooth communication and a fully coordinated response throughout the incident lifecycle.
- Utilised Jira Service Management to log, prioritise, and track tickets; documented troubleshooting steps, escalated critical issues to Tier 2/3 teams, and ensured timely incident closure.
- Performed platform-level and system-level analysis using service dashboards, health checks, and network indicators to detect abnormal behaviour, performance degradation, or configuration deviations.
- Monitored real-time service performance using Grafana and Olympus Control Centre, enabling fast fault detection, proactive alert handling, and maintaining high service availability.
- Responded to infrastructure and application alerts under a 24/7 on-call rotation, prioritising high-impact incidents and coordinating with relevant engineering teams for rapid remediation.
- Strengthened enterprise-level web and application security by monitoring DDoS attacks, WAF triggers, and suspicious traffic anomalies across global SaaS environments.
- Collaborated with SOC teams to review and correlate security logs using the ELK SIEM platform, identifying Indicators of Compromise (IoCs) and escalating potential threats for further investigation and remediation.
- Delivered clear and timely communication to stakeholders during high-impact incidents, ensuring accurate updates, strong ticket hygiene, and smooth shift handovers across global teams.
- Contributed to process improvement by analysing recurring incidents, supporting post-incident reviews, and recommending operational enhancements to improve system reliability and reduce future risk.
- Collaborated effectively with cross-functional teams and supported rotational shifts, demonstrating strong teamwork and commitment to consistent service delivery.
- Client-Zeta
- Recognized with the Shining Star Award at Zeta for exceptional individual performance and dedication. 2025
- Awarded the Ultimate Team Award at Zeta for exceptional teamwork and collaboration. 2025
Education
Bachelor of Engineering - Electronics & Communication
CMR Engineering College
01.2024
Skills
- Incident Management
- Jira
- Severity Assessment
- Ticket Management
- Service Level Agreement (SLA) Management
- Incident Escalation Procedures
- ITIL
- Monitoring Tools
- Grafana
- Olympus World Control Centre
- Microsoft Tools
- Microsoft Word
- Microsoft Excel
- PowerPoint
- SIEM Tools
- ELK Stack
- Elasticsearch
- Logstash
- Kibana
- Communication
- Stakeholder engagement
- Status reporting
Accomplishments
- Shining Star Award, Zeta, 2025-01-01, Recognized for exceptional individual performance and dedication.
- Ultimate Team Award, Zeta, 2025-01-01, Awarded for exceptional teamwork and collaboration.
Credentials Languages
321, 2023-10-01, 2025-08-01, English, Telugu, Hindi
Timeline
Software Engineer - Tech Support
Aziro Technologies
04.2025 - Current
Bachelor of Engineering - Electronics & Communication
CMR Engineering College