PIYUSH CHHABRA
Operations Management
Gurugram,Haryana
Summary
Experienced IT Operations Engineer with 9+ years in application production support, middleware & workflows management. Skilled in incident resolution, 3-tier architecture maintenance & optimizing system performance using tools like JIRA, Trello, Grafana, Postman, Swagger, Kafka & Rancher while ensuring SLA compliance.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Operations Engineer
Airtel International LLP
05.2023 - 09.2024
- Resolved 95% of high-priority incidents within 4 hours, consistently met SLAs, ensured smooth operations, and achieved high customer satisfaction with an average engagement rate of 40%
- Managed L2 support for Airtel's Enterprise Service Bus (ESB) middleware, integrated multiple applications in production, and led bridge calls and team meetings to align priorities & ensure effective communication
- Collaborated with cross-functional teams to manage critical issues, reducing downtime by 20%
- Improved API troubleshooting accuracy using Curl, Postman, and Swagger, minimizing recurring issues
- Led performance monitoring with Grafana, ensuring 100% uptime for high-traffic services
- Project & workflow management to streamline operations & drive results using tools like Trello
- Conducted logs analysis and error detection via Rancher, Loki, MongoDB, and Ubuntu to resolve issues
- Executed queries, tracked transactional reports, and managed TCP dumps through CyberArk
- Optimized resources (disk space, CPU, memory) at peak load and applied necessary changes through Bitbucket
- Managed service restoration via Jenkins to handle high TPS across running pods
- Troubleshot issues while applying SRE principles with detailed RCA documentation
- Tools and technologies used: Postman, API, Swagger, Curl, Rancher, Loki, Ubuntu, SQL, Grafana, CyberArk, JIRA
Senior Engineer
Gaman Software Solutions
01.2020 - 02.2023
- Managed server health monitoring with Nagios-Core, reducing server downtime by 25%
- Achieved a 98% SLA compliance rate using ServiceNow for efficient incident tracking
- Configured LAMP Stack, Snipe-IT, and osTicket systems on EC2 instances, improving server setup efficiency by 40%
- Tools and technologies used: Nagios-Core, ServiceNow, EC2, Ubuntu, Cloud Computing
Senior Analyst
HCL Technologies Ltd.
09.2018 - 01.2020
- Enhanced batch processing efficiency by 15% using CA Workload Automation, enabling smooth job scheduling, ensuring application uptime and performance
- Used proactive monitoring with Nagios Core, improving early issue detection and reducing service interruptions by actively monitoring inactive agents on Windows and Unix servers
- Tools and technologies used: CAWA, ServiceNow, Nagios Core, VPN, Workflow Management
System Engineer
MetaOption Software Pvt. Ltd.
05.2016 - 09.2017
- Maintained a 99% response rate in Salesforce ticketing, ensuring timely and effective support
- Supported production servers, contributing to stable infrastructure and continuous data center reliability
- Tools and technologies used: Salesforce, VNC Services, VPN, MS Outlook
Technical Support Engineer
Network Bridge Services Pvt. Ltd.
05.2014 - 05.2016
- Handled technical queries and provided efficient support as the main point of contact for system queries, guiding users through troubleshooting and escalating complex issues when needed, achieving over 90% customer satisfaction
- Tools and technologies used: Common Hardware, Software & Network Issues
Education
PGDITM - IT Management
SCDL
Pune01.2018
B. Tech - Computer Science
MD University
Rohtak01.2012
Skills
- Application Support, Linux Bash, Ubuntu,SQL
- ITIL Processes, Incident Management
- Grafana Monitoring & Optimization
- Google Workspace, Workflow Management
- Knowledge of Windows, Networking
- Knowledge of AWS services, DevOps tools
- Knowledge of Apache, IIS, SSH, SSL, and SFTP
- Swagger Curl, Postman API, Kafka, Bitbucket
- Rancher, Loki, Logs, and Error Detection
- Job Scheduling, Workload Automation
Certification
- Diploma in Strategic Operations Leadership for Digital Economy, Skill Arbitrage, 2024 - ongoing
- Gamification of ITIL Training Certification, HCL Technologies, 2019
Projects/Achievements
- Resolved a critical resource bottleneck at Airtel Africa, implementing changes to prevent future incidents.
- Supported high-value clients, maintaining 100% service continuity and strong client relationships.
- Automated workflows to reduce ticket handling time by 25%, improving SLA compliance.
- Demonstrated proven leadership skills and a successful track record in both startups and Fortune 500 companies.
Extracurricular Activities
Organized a blood donation drive, resulting in over 150 donations. Mentored junior team members, sharing expertise in troubleshooting and best practices. Competed in district-level badminton, earning multiple awards.
Accomplishments
• Resolved a critical resource bottleneck at Airtel Africa, implementing changes to prevent future incidents.
• Supported high-value clients, maintaining 100% service continuity and strong client relationships.
• Automated workflows to reduce ticket handling time by 25%, improving SLA compliance.
• Demonstrated proven leadership skills and a successful track record in both startups and Fortune 500
companies.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Operations Engineer
Airtel International LLP
05.2023 - 09.2024
Senior Engineer
Gaman Software Solutions
01.2020 - 02.2023
Senior Analyst
HCL Technologies Ltd.
09.2018 - 01.2020
System Engineer
MetaOption Software Pvt. Ltd.
05.2016 - 09.2017
Technical Support Engineer
Network Bridge Services Pvt. Ltd.
05.2014 - 05.2016
PGDITM - IT Management
SCDL
B. Tech - Computer Science
MD University
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