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

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Pavan B V