Nithya Sri R
Chennai
Summary
Technical Support Engineer with 7+ years of experience in L2/L3 support for enterprise applications and infrastructure. Expertise in troubleshooting with ELK Stack and real-time monitoring using Site24x7. Proficient in SQL data analysis, incident management via JIRA, and cross-functional collaboration to resolve complex technical issues. Recognized for strong problem-solving abilities and delivering high-quality support that enhances system stability and customer satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Software Engineer
WhiteBlue Cloud Services
Chennai
08.2025 - Current
- Utilized ELK stack for collecting, processing, and visualizing application logs.
- Employed Site24*7 for monitoring applications, troubleshooting issues, and conducting analytics.
- Automated patching updates using Pulse for various customers to enhance system reliability.
- Addressed P1 calls efficiently to resolve customer issues promptly.
- Managed tickets through Salesforce case management and JIRA to track progress.
- Conducted regular patching and updates on Apache Kafka clusters to maintain security and compliance.
Technical Lead
Tata Consultancy Services
Chennai
11.2022 - 05.2025
- Managed team of 12 members, identifying performance improvement opportunities and driving change management initiatives.
- Oversaw P1 technical and business bridges, leveraging support organization knowledge to minimize issues.
- Reviewed production changes with team and confirmed implementation to reduce change-related production problems.
- Designed technical documentation, including reports, Run Books, and root cause analyses.
- Communicated status updates, risks, and recommendations for remediation through verbal and written reports.
- Facilitated Major Incident review meetings and managed escalation processes effectively.
- Ensured consistent adherence to incident and availability SLAs.
- Troubleshot complex technical issues escalated from L1 and L2 support teams, providing mentorship as needed.
Technical Support Executive
Tata Consultancy Services
Chennai
06.2018 - 11.2022
- Delivered technical support to multiple teams and external clients as needed.
- Managed ticketed query system using IT Remedy Tool, ensuring accurate database of queries and resolutions.
- Acted as primary contact for support related to owned solutions and products.
- Coordinated local and onsite support activities to enhance service delivery.
- Achieved 95% response times in compliance with internal service level agreements.
- Responded to end-user support requests and guided individuals through troubleshooting tasks.
- Monitored and troubleshot batch processes and scheduled jobs via SSIS.
- Developed maintenance plans and upgrade schedules for organizational systems.
Education
Master of Computer Application -
SASTRA University
Thanjavur05.2018
Bachelor of Science - Computer Science
M.M.E.S. Women's Arts & Science College
Vellore04.2016
Skills
- Web development: ASPNET and VBNET
- IT service management: ServiceNow, JIRA, and IT Remedy
- Performance monitoring: Dynatrace, Splunk, and ELK stack
- Operating systems: Windows and Linux
- Job scheduling: IBM TWS and Autosys
- Data transformation: SSIS
- Database management: Microsoft SQL Server
- Business intelligence: Power BI
- Incident and change management
- Source control: GitHub
- Patching: Windows, Azure, and Kafka
Certification
- Course on AWS DevOps, Green Technologies, 01/01/22
- 2-Day Workshop on Business Intelligence using Power BI, Skill Nation, 03/01/24
- Basic to Advanced Microsoft Excel, Skill Nation, 04/01/24
- Live 3-hour workshop on ChatGPT & AI Hacks with MS Office, Skill Nation, 04/01/24
- Basic to Advanced Power BI, Skill Nation, 07/01/24
Timeline
Senior Software Engineer
WhiteBlue Cloud Services
08.2025 - Current
Technical Lead
Tata Consultancy Services
11.2022 - 05.2025
Technical Support Executive
Tata Consultancy Services
06.2018 - 11.2022
Master of Computer Application -
SASTRA University
Bachelor of Science - Computer Science
M.M.E.S. Women's Arts & Science College