Padmashree S Sugoor
Bengaluru
Summary
With over 5+ years of industry experience as a Cloud Operations Engineer, I have successfully supported and troubleshooted systems and applications hosted in Cloud Platforms. Skilled in driving automation to reduce manual work, I have effectively collaborated with Development and Operations teams to address issues. Experienced in monitoring cloud computing infrastructure, incident management, customer escalations, and 24x7 operational support. Proficient in AWS, Python, SQL, DevOps tools like Jenkins, Jira, Confluence, and monitoring tools such as AppDynamics and Data Dog.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Engineer
Servion Global Solution
07.2024 - Current
- Provide direction on technical, data analysis, process, and communication areas.
- Verint Technologies (WFM, Recording, QM, Speech Analytics) and Work with global teams.
- Manage cloud environments, including proactive checks, monitoring, and deployments.
- Prioritize customer satisfaction, technical proficiency, and timely support delivery.
- Understand customer needs around speed, quality, and value.
- Proficient in AppDynamics, OpsGenie, SNOW, Service-Now and other tools.
- Played a key role in the Major Incident Management (MIM) process and the Change Approval Board (CAB) process.
- Oversees the process, coordinates incident resolution, and communicates with stakeholders.
- Manages individual incidents, performs root cause analysis, and implements corrective actions.
- Assists in incident resolution, coordinates with teams, and updates incident records.
- Oversees the change management process, assesses change risks, and ensures minimal disruption.
- Identify training needs and provide coaching.
- Listen to team members' feedback and resolve issues or conflicts.
- Develop strong coaching and people-development skills.
- Manage internal and external communication as Major Incident Manager.
- Conduct weekly incident management reviews.
- Prepare documents for process adherence.
- Work on implementation and delivery of Verint Portfolio products as a CloudOps engineer.
Associate CloudOps Engineer
Verint System India
Bengaluru
10.2019 - 01.2024
- Support for the Verint 15.x recording solutions, maintain the system with no potential issues.
- Good implementation and troubleshooting knowledge in Verint platform.
- Work on support tasks, gathering information regarding the technical problem that accrued by to diagnose the problem in the system.
- Connecting remotely to the end user system to try to resolve or diagnose the problem.
- Working with internal L1 team, customer support teams, business partners and customers globally to address Recording and compliance applications related product issues and resolve high-level issues.
- Performed upgradation of system, performing changes.
- Point of contact and handles all escalation and SLA / pending work.
Education
B.E. - Electronics & Communication
Coorg institute of Technology
Kodagu01.2019
Skills
- IT Operations & Service Management
- System Administration
- IT Governance
- Risk & Compliance
- Project Execution & Management
- Client/Vendor Engagement
- Support/Troubleshooting
- Client/Stakeholder Engagement
- Team Building
- Training & Management
- Communicator
- Analytical
- Problem Solver
- Organized
- Collaborator
- Planner
Certification
- QM Recording
- Technical Engineer WFM, Speech Analytics, Recording
- Technical Specialist (WFO)
Personal Information
Date of Birth: 10/28/97
Timeline
Senior Engineer
Servion Global Solution
07.2024 - Current
Associate CloudOps Engineer
Verint System India
10.2019 - 01.2024
B.E. - Electronics & Communication
Coorg institute of Technology