Technical support/DevOps professional with robust background in resolving technical issues and enhancing user satisfaction. Known for effective troubleshooting and problem-solving skills, consistently ensuring smooth system functionality. Highly collaborative team member focused on achieving results and adapting to evolving needs, with strong communication and technical skills.
Hi, I’m
Ritesh Kumar
Technical Support Engineer
Chennai
Summary
Overview
5
years of professional experience
Work History
TCS Siruseri
Technical Support Engineer
06.2022 - Current
Job overview
Tata Consultancy Services (TCS) Key Contributions:
DevOps / Application Support Engineer.|2021 – Present.
- Handle 4–5 production incidents daily, resolving API, access, Salesforce, authentication, and application issues within the SLA.
- Troubleshoot REST API failures using Postman by validating requests, responses, and backend behavior.
- Provide Salesforce application support by analyzing user issues, validating data, and troubleshooting access or workflow-related problems.
- Manage identity and access issues using Okta, CAAM, and PAP, ensuring secure user onboarding and access restoration.
- Support CI/CD pipelines and scheduled jobs by analyzing failed GitHub runs, and fixing application-related issues.
- Perform log analysis using Datadog to identify the root causes of application and authentication failures.
- Monitor Stratum queues for exports and report processing, proactively identifying delays or failures.
- Use ServiceNow and Jira for incident tracking, escalation, and resolution.
- Conduct bridge calls during application outages, and coordinate with engineering teams for faster recovery.
- Support end users via calls and troubleshooting sessions to restore services quickly, and improve customer satisfaction.
- Participate in on-call support, and proactive monitoring during critical business periods.
- Reduced incident resolution time through effective log analysis and proactive monitoring.
- Prevented recurring failures by identifying root causes, and collaborating on permanent fixes.
- Ensured high availability of APIs and Salesforce-integrated applications through continuous monitoring.
- Provided remote assistance to clients, ensuring the timely resolution of the issue.
HCL Technologies
Application Support Engineer
04.2021 - 05.2022
Job overview
- Managed multiple assignments simultaneously, ensuring all tasks were completed efficiently and accurately.
- Addressed technical issues and guided end users through resolution.
- Strengthened client relationships through effective communication and prompt resolution of concerns.
- Increased customer satisfaction by providing exceptional support and resolving issues quickly.
Education
St.Joseph's College of Engineering Chennai
B.Tech from Information Technology
04.2001
University Overview
6.33 CGPA
- Recipient of Mozofest '18, 2nd year.
- Recipient of clash of codes, 3rd year.
- Recipient of business english certification conducted by cambridge university
- Second in 400M race for st.joseph's college of engineering 2019 to 2020
- Web design, Retech solutions pvt. Ltd, Completed 2018
- Hydroponics, Participated in SMART INDIA HACKATHON 2019
Skills
Technical troubleshooting
API Tools - Postman, REST API Testing & Add/Remove users
Access Management - Okta, CAAM, PAP, Authentication & Authorization
CRM & Business Applications - Salesforce (User Access, Case Analysis, Data Validation, Issue Troubleshooting)
CI/CD & Version Control - GitHub, Scheduled Job
Monitoring & Logs - Datadog, Application Log Analysis
Queue & Batch Monitoring - Stratum Reports/Exports
Ticketing Tools - ServiceNow, Jira
Collaboration - Engineering & QA Coordination, User Communication
DevOps & Support - Production Support, Incident Management, RCA, Bridge Call Handling
Timeline
Technical Support Engineer
TCS Siruseri
06.2022 - Current
Application Support Engineer
HCL Technologies
04.2021 - 05.2022
St.Joseph's College of Engineering
B.Tech from Information Technology
04.2001