Sindhu Bharathi

Production Support Engineer [2016 - 2025]
Provide 24/7 L1/L2/L3 production support for critical business applications hosted on cloud
Handled incident, problem, and change management using ServiceNow within agreed upon SLAs
Monitored application performance regularly to identify potential issues proactively.
Collaborated with development teams to troubleshoot software bugs and improve functionality.
Managed user access and permissions in enterprise applications efficiently.
Coordinated with cross-functional teams to ensure application alignment with business needs.
Collaborated with internal teams to resolve customer issues and support customer service goals.
Performed root cause analysis for complex production incidents and implemented preventive measures accordingly.
Coordinate with Automation team to automate routine tasks using scripts, reducing manual workload by 60%.
Documented system processes and procedures for team reference and training purposes.
Updated and maintained knowledge base information for documentation and future reference.
Supported on-call for Priority 1 & 2 tickets during non business hours and done postmortems.

Manual Tester [2016 - 2023]
Reviewed requirements and prepared detailed test scenarios.

Collaborated with developers and business analysts to clarify requirements.
Designed and executed test cases for web and mobile applications.
Reported and tracked defects using Servicenow and JIRA, ensuring timely resolution.
Conducted regression testing after each release, reducing production defects by 100%.
Participated in UAT sessions with clients, ensuring product met business needs.

Scrum Master [ 2020 - 2022]
Facilitated daily stand-ups, sprint planning, retrospectives, and reviews for multiple Agile teams.
Partnered with Product Owners to refine and prioritize backlog items.
Removed blockers and streamlined communication between development, QA, and business stakeholders.
Assisted in implementing Jira workflows and dashboards for transparency.
Improved sprint predictability by 50% through better backlog management.

Site Reliability Engineer[ 2023 - 2024]
Supervised a team of 6 members, ensuring incidents and Jira tasks were met within deadlines/SLAs.
Supported team members in resolving operational challenges.
Prepared Shift Rota for every month and coordinated with Vendor Staff manager for Billing work efforts.
Prepared reports, Dashboards and presented weekly/ monthly updates to management stakeholders.
Contributed to training new hires, improving onboarding efficiency.
Supported on-call rotations, resolving critical issues within SLA.