Pallavi Ramachandra
Technical Support Engineer
Tuam
Summary
Experienced Technical Support Engineer with over 13 years in the industry and 2+ years at New Relic, specializing in DevOps, cloud infrastructure, and observability platforms. Proven track record in resolving complex technical issues across AWS, Azure, Kubernetes, and Linux environments. Adept at mentoring team members, authoring technical content, and driving support automation initiatives. Recognized for consistently improving resolution times, contributing to team KPIs, and promoting a culture of knowledge sharing. Now seeking to take on greater responsibility and impact as a Senior Technical Support Engineer within New Relic’s DevOps team.
Overview
15
15
years of professional experience
4033
4033
years of post-secondary education
1
1
Certification
Work History
Technical Support Engineer
New Relic
02.2022 - Current
- Deliver advanced technical support for New Relic’s observability platform, specializing in infrastructure and DevOps use cases across AWS, Azure, and Kubernetes environments.
- Troubleshoot and resolve complex customer issues involving Linux-based systems, distributed architectures, Kubernetes, Helm, and New Relic Alerts & AIOps.
- Implemented cloud monitoring solutions, configuring alerts using CloudWatch, Azure Monitor, and API polling within New Relic.
- Mentored junior engineers and supported onboarding of new team members, enabling faster ramp-up and improved team readiness.
- Core contributor to the internal Knowledge Program — authored detailed documentation, promoted article creation across the team, and helped build a culture of continuous learning.
- Consistently achieved high case closure rates and improved resolution times, directly contributing to team KPIs and enhanced customer satisfaction.
Cloud Ops Administration Sr Analyst
Accenture Solutions Private Ltd
01.2019 - 09.2020
- Installation, Configuration and Administration of Apache Tomcat and IBM WebSphere application servers on Windows and Linux operating systems.
- Planning and applying service packs, hot fixes and upgrades for WebSphere Application Server, IBM HTTP Server and Apache Tomcat.
- Experience in Distributed Version Control Systems like GIT and GIT Hub.
- Ability to estimate usage costs and identify operational cost control mechanisms. Experience in monitoring systems.
- Work with product operations team to resolve trouble tickets, developing and running scripts, and troubleshooting services in a hosted environment.
Senior Administrator
Wipro Limited
07.2016 - 12.2018
- WebSphere Application Server Administration, IBM Sterling CPQ Administration, involved in automation of deployment using UrbanCode in multiple environments like Prod and Non-Prod.
- Responsible for applying fixes for WebSphere, http servers, plug-ins and IBM Sterling CPQ v9.3 to avoid vulnerabilities.
- Implemented Clustering, Performance tuning and troubleshooting of IBM WebSphere Application Server.
- Involved in SFDC integration with CPQ, installed different languages in CPQ.
- Created jobs in Rundeck tool and access privileges to application support teams to run the jobs and configuring crontab entries.
Senior Operations Professional
IBM India Pvt Ltd
03.2015 - 07.2016
- Provide administration and user level support for applications in various environments.
- Create end to end environment setup by using predefined scripts and manual installation.
- Installation, Configuring and troubleshooting the WebSphere Application Servers.
- Installation of IBM HTTP Server on different nodes and configured them by generating the plug-in.
Senior Systems Engineer
Infosys Limited
09.2010 - 05.2014
- JEEE Development, enhancements and maintenance of various modules of Finacle, a Universal Banking Solutions (Product of Infosys).
- Analysis of the functional requirements given by the client and development/customization of the product accordingly.
- Devised strategies and approaches for numerous activities - replication of environment, data replication, application database changes and other related activities.
- Monitoring change request delivery progress as per scheduled deadlines for various tasks and taking necessary steps to ensure completion within time and effort parameters.
- Work/support business users to understand issues, develop root cause analysis and work with the team for the development of enhancements/fixes.
- Post deployment technical support to the client regarding the application.
Education
MSc - Cloud Technologies
Letterkenny Institute of Technology
Letterkenny, County Donegal09.2021
Bachelor of Engineering - Telecommunication Engineering
Dr. Ambedkar Institute of Technology
Bangalore, India03.2010
Skills
Cloud Technologies: Amazon Web Services (AWS), Azure
Container environment : Basic Docker, Kubernetes
Operating Systems: Unix, Linux( Redhat 7, centos, Amazon ) , Mac, Windows environment
Certification
Microsoft Azure Administrator, 06/19
Timeline
Technical Support Engineer
New Relic
02.2022 - Current
Cloud Ops Administration Sr Analyst
Accenture Solutions Private Ltd
01.2019 - 09.2020
Senior Administrator
Wipro Limited
07.2016 - 12.2018
Senior Operations Professional
IBM India Pvt Ltd
03.2015 - 07.2016
Senior Systems Engineer
Infosys Limited
09.2010 - 05.2014
MSc - Cloud Technologies
Letterkenny Institute of Technology
Bachelor of Engineering - Telecommunication Engineering
Dr. Ambedkar Institute of Technology