Ramagiri Sai Charan

• Follow ITIL principles to align technical support with business needs — with hands-on experience in Level 2 support, consistently resolving issues within defined SLAs.
• Actively monitor employee performance to ensure projects remain on schedule and aligned with objectives.
• Provide end-to-end support to global Azure customers, ensuring high availability and reliability of cloud services.
• Have deployed and managed Azure Virtual Machines using both managed and unmanaged disks — a responsibility I continue to handle effectively for diverse workloads.
• Skilled in creating and managing Azure Storage Accounts via Azure Portal and Storage Explorer, with extensive experience managing blobs and containers.
• Deployed Azure Runbooks to automatically deallocate idle VMs during off-hours, resulting in 15-20% monthly cost savings.
• Monitored and optimized resource utilization across 80+ Azure VMs, identifying underutilized machines and resizing or deallocating them, saving in compute cost to company.
• Automated routine Azure VM maintenance tasks (disk cleanup, reboots, tag management) using PowerShell and Azure Automation, saving 15+ hours of manual effort per week.
• Configure and monitor service health and alerts using Azure Monitor, enabling early issue detection and proactive response.
• Significantly reduced system downtime by implementing strong monitoring protocols and quick-response mitigation strategies — a practice I continue to uphold.
• Experienced in Log Analytics and building custom monitoring solutions tailored to customer requirements.
• Possess strong knowledge of Azure Monitoring, with proven ability to set up actionable alerts for a wide range of Azure resources.
• Well-versed in Availability Sets and Virtual Machine Scale Sets (VMSS), ensuring high availability and scalability of deployed workloads.
• Good understanding of Azure networking, including NSG rules, Virtual Networks (VNet's), Load Balancers, and Gateways, with hands-on experience designing secure and efficient network architectures.
• Knowledgeable with Azure Traffic Manager, Kubernetes Services (AKS), and Azure Container Instances — capable of designing resilient, scalable container-based solutions.
• Continuously worked to enhance customer experience by conducting deep issue investigations, root cause analysis (RCA), and service improvements; contributed to bug identification and platform-level break-fixes using TSGs and automation scripts.
• Conduct thorough investigations of complex and widespread issues, collaborating with Microsoft Product Groups to accelerate resolution and deliver impactful workarounds or mitigations.
• Coordinating with cross-functional teams to meet project milestones on time and within SLA and budget — a skill I apply consistently in my current work.
• Served as the on-call and Critical BCP (Business Continuity Planning) engineer, ready to support high-priority escalations and ensure system resilience.
• Trained and mentored junior team members, acting as the go-to POC for knowledge sharing and process guidance.
• Hands-on expertise with a range of Microsoft tools used for monitoring, logging, incident response, and applying mitigations.
• Enhanced system reliability through detailed root cause analysis and implementation of preventive measures — a proactive approach I maintain today.
• Improved overall project efficiency by refining engineering processes and introducing automation or innovative workflows.
• Build strong client ties by understanding needs, giving the right solutions, and earning trust.

Project 1 - Work Experience

• Served as Backup Lead during a critical 4-month project transition phase, overseeing onboarding, preparation of operational documentation, go-live readiness plans, and knowledge transfer for eight successive engineer batches.
• Lead a frontline Azure support team of 10 engineers, managing direct customer interactions and ensuring consistent service delivery.
• Actively engaged in Sev1 and Sev2 incident management, resolving complex deployment failures for Microsoft Azure's premier customers.
• Assisted customers and managed internal subscriptions by setting up cost alerts and budgets in Azure Cost Management, reducing over-budget spend occurrences by 20-25% through early detection and action.
• Provide capacity management support for over 180+ Azure components, including analysis and fulfillment of customer quota requests for compute, network, and storage resources.
• Collaborate closely with Azure storage and regional platform teams to monitor backend storage health and ensure high availability across services.
• Coordinate with Microsoft Full-Time Employees (FTEs) and product engineering teams on a weekly basis to implement updated standards and policies related to quota management; conduct internal training sessions to align support engineers with the latest guidelines.
• Authored and maintained 140+ operational documents with approvals from senior leadership, providing standardized support procedures and guidance for quota-related customer issues.
• Provide end-to-end support during Hi-Priority (Hi-Pri) events for Tier-100 (T100) premier Azure customers, leading issue investigation and mitigation efforts in collaboration with product teams to ensure minimal impact and high customer satisfaction.

• Provide ongoing support for L1 and L2 infrastructure issues, with a strong background in handling BAU tasks through ticketing systems like Remedy and ServiceNow (SNOW).
• Regularly deploy Microsoft security patches on servers to ensure protection against vulnerabilities — an activity I have performed consistently and continue to manage effectively.
• Troubleshoot and resolve critical issues such as server crashes, hangs, BSODs, and unexpected reboots by analyzing memory dumps and delivering detailed root cause analyses.
• Experienced in addressing high CPU/memory utilization, disk space concerns, user and group permissions, and backup-related incidents — skills I actively apply in live environments.
• Confidently manage servers across Production and Development environments, ensuring high availability and system reliability.
• Monitored and maintained disk and memory health across 200+ Windows physical servers, proactively addressing capacity issues and ensuring 99.9% uptime.
• Reduced disk space and memory-related alerts by 43% (from 200 monthly alerts down to closely 120 alerts) by cleanup tasks, configuration changes, automation, and monitoring improvements.This helped in reducing the manual intervention time by over 20 hours per month.
• Optimized memory and disk usage, improving server response time by up to 30% and extending hardware lifecycle by 12–18 months.
• Lowered critical alert volume (RAM/CPU cores, space crunch, application issues, Hardware failures, Backup errors VSS (Volume Shadow Copy)) from 100+ per week to ~70, achieving a sustained 25–30% alert threshold, improving team focus and reducing escalation load.
• Working experience with tools such as Windows Performance Monitor, Task Scheduler, and PowerShell to automate memory cleanups and disk space recovery, leading to proactive issue resolution and improved server availability.
• Configure RAID on both new and existing servers to enhance data redundancy and performance.
• Optimize VMware performance by fine-tuning configurations and settings, ensuring stable and efficient virtualization infrastructure.
• Collaborate with cross-functional teams to deploy, upgrade, and maintain VMware environments — a responsibility I continue to handle.
• Establish robust monitoring and alerting strategies for early detection and resolution of system issues, minimizing user impact.
• Perform installation and decommissioning of physical and virtual Windows servers, ensuring smooth infrastructure transitions.
• Manage and maintain VMs using VMware vSphere Client — including creation, configuration, and lifecycle management.
• Strong working knowledge of vSphere DRS and HA, ensuring balanced load distribution and high availability across virtual environments.
• Implement Fault Tolerance (FT) on critical VMs and manage advanced VMware operations like vMotion, Storage vMotion, cloning, and snapshot management.
• Conduct daily health checks on ESXi hosts and VMs to guarantee system uptime and optimal performance.
• Deploy virtual machines using templates, update templates regularly, install/update VMware Tools, and upgrade VM hardware versions as required.
• Diagnose and resolve both hardware and software issues, coordinating with onsite teams and vendors for swift issue resolution (IBM/HP/Dell hardware platforms).
• Manage file share permissions and handle domain user account management to ensure secure access and compliance.
• Perform patch management using Shavlik, including setting up auto-deployment policies and executing manual patching under strict change control processes.
• Attend CAB meetings, and consistently create and implement Change Requests as per ITIL guidelines.
• Served as Subject Matter Expert (SME) and on-call support resource for critical project environments — a role I am prepared to continue in high-pressure scenarios.