Shaine Alex
Kottayam
Summary
Product Implementation and Support Engineer with strong experience in support operations, managing mission-critical SaaS platforms, customer onboarding, and production environments in the smart metering and energy domain. Proven track record of maintaining 99.9% system availability, handling L2 production incidents, and ensuring SLA-driven resolution through proactive monitoring and structured escalation. Experienced in leading smart meter, DLMS, and SCADA integrations, delivering customer PoCs and deployments on schedule. Possess a solid foundation in AWS, Linux, PostgreSQL, and containerized environments, with a process-driven, customer-first approach to system reliability and service excellence.
Overview
3
3
years of professional experience
Work History
Engineer - Product Implementation & Support
Kalkitech
Banglore
08.2023 - Current
- Maintained 99.9% uptime for production SaaS and private deployments through proactive monitoring, health checks, and incident management.
- Delivered L2 product support, resolving 120+ customer tickets annually within SLA and coordinating L3 escalations, enhancing customer satisfaction.
- Executed production upgrades and deployments with zero unplanned downtime, ensuring seamless service continuity for users.
- Led smart meter and DLMS-based integrations into HES platforms for multiple customers and meter vendors.
- Set up and supported PoCs, demos, and staging environments for customer validation and sales enablement.
- Supported SCADA integrations and internal testing for customer and project deployments.
- Authored comprehensive SOPs, operations manuals, and deployment documentation, standardizing processes and enhancing operational consistency.
- Contributed to DR & BCP readiness, system audits, and continuous process improvements across operations.
Education
Bachelor of Technology - Electronics And Communications Engineering
Mar Athanasius College of Engineering
Kothamangalam06-2023
Skills
- Cloud & Infrastructure: AWS (EC2, networking concepts, security basics), Linux system administration
- Cloud & Infrastructure: AWS (EC2, networking concepts, security basics)
- Linux system administration
- Containers & DevOps: Docker, deployment support, environment setup
- Databases: PostgreSQL (maintenance, monitoring, basic performance management)
- Networking: TCP/IP fundamentals, VPN concepts, system connectivity troubleshooting
- Domain Expertise: DLMS protocol, Smart Metering, HES (Head-End Systems), SCADA integrations
- Operations & Governance: DR & BCP planning, SOP creation, process definition, system audits
Languages
English
Advanced (C1)
C1
Malayalam
Native
Native
Hindi
Intermediate (B1)
B1
Timeline
Engineer - Product Implementation & Support
Kalkitech
08.2023 - Current
Bachelor of Technology - Electronics And Communications Engineering
Mar Athanasius College of Engineering