Hi, I’m
Shashank Rajput
Technical Support Engineer III
Pune,MH
Work Preference
Summary
Technical Support Specialist with 5+ years of experience supporting cloud-based SaaS platforms, focusing on production stability, incident management, and root cause analysis. Proven ability to troubleshoot complex issues, support CI/CD releases, and collaborate with engineering teams using Azure, ServiceNow, and GitHub. Passionate about improving system reliability, reducing downtime, and driving operational efficiency.
Overview
3
years of post-secondary education
7
years of professional experience
1
Certificate
Work History
Johnson ControlsPune, Maharashtra
Technical Support Engineer III
09.2024 - Current
Job overview
• Supporting cloud-based SaaS applications on Azure, ensuring high availability, system reliability, and performance
across production environments
• Managed end-to-end incident lifecycle (ServiceNow), performing log analysis, backend troubleshooting, and RCA to
reduce MTTR and improve system uptime
• Collaborated with engineering teams on deployment issues, CI/CD release validation (Azure DevOps, GitHub), and
production readiness including testing and rollback checks
• Leveraged monitoring tools (App Insights/logs) to identify recurring issues, drive automation opportunities, and
maintain runbooks/SOPs for operational efficiency
INFUSE MediaPune, Maharashtra
Sr. Demand Generation Executive
07.2023 - 09.2024
Job overview
• Generated and qualified SaaS pipeline through multi-channel outreach, engaging senior stakeholders and aligning
business needs with scalable solutions
• Conducted structured discovery (BANT) and collaborated with sales/marketing teams to optimize GTM strategy,
messaging, and conversion outcomes
• Utilized CRM and performance analytics to manage lead lifecycle, improve pipeline efficiency, and drive data-driven
decision-making
Capita India Private LimitedPune, Maharashtra
Sr. Executive - Customer Management
08.2018 - 06.2022
Job overview
• Delivered L1–L2 technical support for mission-critical applications, ensuring system availability, stability, and
performance in SLA-driven environments
• Handled incident and escalation management, troubleshooting application, performance, and integration issues, and
performing root cause analysis (RCA) for recurring defects
• Proactively monitored system health, logs, and alerts to identify risks and prevent service disruptions, improving
overall uptime and reliability
• Collaborated with development, QA, and infrastructure teams to implement fixes, validate changes, and support
release activities while maintaining technical documentation and SOPs
AmazonPune, Maharashtra
Customer Service Representative
09.2017 - 03.2018
Job overview
• Delivered multi-channel customer support (phone, chat, email), resolving inquiries related to orders, payments,
products, and website functionality with high accuracy and efficiency
• Managed end-to-end case resolution using internal systems, ensuring timely responses, adherence to SLAs, and a
consistent customer experience
• Proactively identified recurring issues, driving preventive actions to reduce repeat contacts and improve customer
satisfaction
• Communicated effectively with customers, building trust and ensuring clear, solution-oriented outcomes
Education
Koneru Lakshmaiah College of EngineeringVijayawada, India
Bachelor of Computer Applications
01.2021 - 04.2024
Skills
Azure Cloud & Infrastructure Management
CI/CD Pipeline Implementation (Azure DevOps, GitHub Actions)
Monitoring (Azure App Insights, Logging)
API & Integration Troubleshooting
Incident & Problem Management (ServiceNow, RCA, MTTR Optimization)
Azure GitHub Salesforce ServiceNow
Accomplishments
• Communicator of the month - August(Category - Gold)
• Communicator of the month - September(Category - Silver)
• Communicator of the month - October(Category - Silver)
• Communicator of the Quarter- (Category - Silver)
• Communicator of the month - November(Category - Silver)
• Certified White Belt - Lean Six Sigma
• Brown Belt II - Karate
Certification
Certified Lean Six Sigma White Belt - Certification number: WB/10/14/13/2394
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Japanese
Beginner (A1)
Interests
Hiking
Video Games
Socializing