Summary
Overview
Work History
Education
Skills
Projects
Certification
Accomplishments
Timeline
Generic
Pavan B V

Pavan B V

Mysuru

Summary

Technical Support & Incident Management Professional with over 4.9 years of experience delivering end-to-end support for B2B SaaS platforms. Proven track record in resolving complex technical escalations, managing critical incidents, and collaborating with R&D and cross-functional teams to drive high customer satisfaction. Adept in Linux/Unix environments, cloud technologies, and networking protocols.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Technical Support Engineer

Oracle Cerner Corporation
01.2021 - Current
  • Delivered customer-focused technical support and incident resolution across distributed systems, ensuring minimal downtime and optimized performance for high-traffic platforms.
  • Reproduced customer issues, created detailed bug reports, and facilitated smooth handoff to R&D for resolution when needed.
  • Participated in incident response teams, communicated effectively with stakeholders, and ensured implementation of Phase 2/3 actions for critical incidents.
  • Worked on technologies such as Frontend Citrix, Backend Linux systems, Millennium, VMware, WebSphere.
  • Investigated escalations involving Linux, Unix, and Windows-based servers, conducting root cause analysis using logs, traces, and packet-level debugging for DNS, TCP/IP, and HTTP/S protocols.
  • Participated in incident response teams, ensuring rapid restoration and post-mortem documentation with actionable RCA and long-term fixes (PBIs). Logged Problem Management Tickets (PBIs) to address recurring issues with long-term fixes.
  • Contributed to automation of operational tasks, reducing manual workloads and incident MTTR.
  • Utilized tools such as BMC Remedy, JIRA, Putty, RDP, Overwatch, and Chops for ticketing, diagnostics, and remote troubleshooting.
  • Work on Agile methodology and implement Git CI/CD pipeline for deployment.
  • Managed a CI/CD pipeline using Jenkins to build Docker containers and deploy them to production servers.
  • Managed Oracle DB administration using OEM and performed backend log tracing using Putty, RDP, and Chops.
  • Reproduced customer-reported issues, created detailed bug reports, and coordinated with DevOps and R&D teams for timely resolution.
  • Managed incident, escalation, situation, and problem management processes; logged Problem Management Tickets (PBIs) to address recurring issues with long-term fixes.
  • Proactively monitored production and non-production environments.
  • Participate in daily Scrum and Sprint initiatives.
  • Regularly communicated and shared knowledge with the team, contributing to a culture of continuous learning.

Education

Master of Computer Applications -

Nitte Meenakshi institute of technology
Bengaluru
09.2020

Skills

  • Linux/Windows
  • SQL
  • AWS
  • BMC Remedy/Jira
  • DNS, TCP/IP, HTTP
  • Grafana
  • Terraform
  • Ansible
  • CI/CD - Github actions

Projects

HARC - HealtheAnalytics Revenue Cycle, Worked on Critical HARC project which deals with Revenue and Expenses. Ensured the multi-tenant Cerner health intent cloud environment jobs are successful to avoid costly delays of client.

Certification

  • OCI Foundation Certificate, 2023

Accomplishments

  • The Spot Award, recognized by my business unit for being a consistent top performer
  • The NOTT Award, recognized by my business unit for being the best Contributions

Timeline

Technical Support Engineer

Oracle Cerner Corporation
01.2021 - Current

Master of Computer Applications -

Nitte Meenakshi institute of technology

Similar Profiles

  • Hannah Larkin

    Hannah LarkinHannah Larkin

    Senior Requirements Analyst at Oracle Cerner CorporationSenior Requirements Analyst at Oracle Cerner Corporation

  • ANDY BEUGELSDIJK

    ANDY BEUGELSDIJKANDY BEUGELSDIJK

    Configuration Test Analyst at Cerner/Oracle CorporationConfiguration Test Analyst at Cerner/Oracle Corporation

  • Dawn Garcia

    Dawn GarciaDawn Garcia

    CERTIFIED ORACLE CERNER CONSULTANT at ORACLE CERNER CORPORATIONCERTIFIED ORACLE CERNER CONSULTANT at ORACLE CERNER CORPORATION

  • Abel Anbarasan P

    Abel Anbarasan P Abel Anbarasan P null

    Project Associate at Central Food Technological Research InstituteProject Associate at Central Food Technological Research Institute

  • ARCHANA K. M.

    ARCHANA K. M.ARCHANA K. M.

    Assistant Professor in Pediatrics at SRINIVAS INSTITUTE OF MEDICAL SCIENCES and RESEARCH CENTERAssistant Professor in Pediatrics at SRINIVAS INSTITUTE OF MEDICAL SCIENCES and RESEARCH CENTER

CREATE PROFILE
Pavan B V