Summary
Overview
Work History
Education
Skills
Certification
Timeline
Disclaimer
Generic
SAIKUMAR CHINTALAPALLY

SAIKUMAR CHINTALAPALLY

Hyderabad

Summary

Dynamic Support Specialist with extensive experience at DAZN Software, adept at leveraging monitoring tools like New Relic and Conviva to enhance service reliability. Proven track record in resolving critical incidents and improving user experience through effective communication and collaboration. Skilled in AWS infrastructure management, ensuring seamless operations and customer satisfaction.

Overview

3
3
years of professional experience
1
1
Certificate

Work History

Support Specialist

DAZN Software Private Limited
08.2024 - Current
  • Managed P1, P2, and P3 tickets for issues in the DAZN application, ensuring timely resolution.
  • Created and resolved broadcast incidents, ensuring minimal disruption to live events.
  • Addressed and solved customer-related issues, enhancing the overall user experience.
  • Performed comprehensive testing for live events to ensure seamless broadcast quality.
  • Analysed logs in Conviva and Coralogix, New-Relic to diagnose and troubleshoot customer issues.
  • Utilised Zuora and Zendesk to access, and manage customer information efficiently.
  • Coordinated with engineering and development teams to resolve issues promptly.
  • Creating policies and creating maintenance windows in Conviva as required.
  • Provided round-the-clock operational support for DAZN, ensuring continuous and reliable service delivery.

Support Executive – IT Infrastructure Monitoring

Tata Consultancy Services
08.2022 - 09.2024
  • Delivered L1 support for AWS infrastructure, monitoring services like EC2, RDS, S3, SNS, and CloudWatch.
  • Responded to system alerts and led bridge calls, issuing MIM reports for critical incidents.
  • Used New Relic and Conviva to monitor application performance and resolve API degradation issues.
  • Documented incidents and resolutions in Jira and internal logs.
  • Participated in trend analysis to proactively resolve recurring issues and improve service reliability.
  • Provided escalation support and collaborated with internal teams to resolve high-priority tickets.
  • Prepared daily operational reports and tracked subscription cancellations.

Assistant System Engineer

Tata Consultancy Services
05.2022 - 07.2022
  • Delivered 24x7 operational support to ensure continuous monitoring and availability of core banking applications.
  • Worked on Control-M BMC tool to schedule, monitor, rerun, and terminate jobs as per operational requirements.
  • Investigated job failures, escalated recurring issues, and collaborated with application teams for permanent fixes.
  • Logged and tracked tickets using ServiceNow, ensuring accurate updates and timely communication throughout the incident lifecycle.
  • Maintained shift handover reports and documented SOPs for Control-M job handling and incident workflows.
  • Client: OP Steady State (Banking Domain)

Education

B.Tech - Mechanical Engineering

Sreenidhi Institute of Science & Technology
Hyderabad
04.2020

Skills

  • Monitoring tools: Conviva, Coralogix, New Relic
  • Ticketing tool: Halo ITSM, Zendesk, Zuora, ServiceNow, PagerDuty, Jira Duty, Jira
  • Cloud platforms: AWS (EC2, S3, RDS, Route 53, VPC, CloudWatch, CloudFront)
  • Operating system: Windows and Linux OS
  • Database: MySQL

Certification

AWS Certified Cloud Practitioner (Credential ID: SZS8F8614BQA1KWZ)

Timeline

Support Specialist

DAZN Software Private Limited
08.2024 - Current

Support Executive – IT Infrastructure Monitoring

Tata Consultancy Services
08.2022 - 09.2024

Assistant System Engineer

Tata Consultancy Services
05.2022 - 07.2022

B.Tech - Mechanical Engineering

Sreenidhi Institute of Science & Technology

Disclaimer

I hereby declare that the information provided above is true to the best of my knowledge.

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