Sridharan Aruchamy
Summary
Senior Support Operations Specialist with extensive experience at VISTA JET India, focusing on automation and proactive issue resolution. Achieved an 80% proactive issue resolution rate utilizing cloud platforms and monitoring tools. Proven leadership and communication skills enhance team engagement and operational efficiency in high-pressure environments. Currently leading a team of 10 members.
Overview
10
10
years of professional experience
Work History
Senior Support Operations Specialist
VISTA JET India Private Limited
12.2023 - Current
- Spearheaded delivery and support for 60+ aviation applications, managing a global team across North America and EMEA.
- Implemented an SRE maturity model and a Communication-Culture-Engagement framework to accelerate issue resolution.
- Led automation initiatives including bulk updates, JIRA ticket assignment, and Confluence migration to the cloud.
- Drove proactive monitoring and alerting strategies, resolving 80% of issues before customer impact.
- Represented support in CAB and triage meetings; led AI-based automation projects to reduce repetitive user issues.
Senior Software Support Engineer
Apexon India Pvt Ltd
03.2022 - 12.2023
- Led end-to-end support for Customer Service tools, managing a 10-member team across NA and EMEA with measurable SRE maturity practices.
- Spearheaded migration from legacy systems to modern platforms and implemented a Communication-Culture-Engagement model to improve resolution speed.
- Conducted ML-based POC to predict failures by analyzing machine behavior, enhancing system reliability.
- Managed Looker administration and delivered dashboards (FPTI & SFX) for proactive data-driven issue tracking and analytics.
Senior Software Engineer
AES Technologies
03.2021 - 03.2022
- Delivered 24/5 global support for CapitaLand’s workflow system, resolving Tier 1/2 tickets and ensuring smooth escalation of Tier 3 issues.
- Led quality assurance through UAT and live upgrade testing, achieving 100% sign-off for all releases.
- Built a RASA-based chatbot to automate repetitive queries, significantly reducing manual support effort.
Software Senior Engineer
Inatech India Private Limited
10.2018 - 03.2021
- Led implementation and support of bunkering solutions (Shiptech, Tech Oil) for clients like Hapag-Lloyd.
- Analyzed and routed technical issues, ensuring adherence to defined support workflows.
- Collaborated with global stakeholders through review meetings and rollout sessions for new functionalities.
- Achieved 100% SLA compliance, and documented root cause analyses to improve incident response efficiency.
Systems Engineer
Adrenalin eSystems Limited
02.2015 - 09.2018
- Delivered end-to-end support for HRMS workflows and payroll modules, including FORM 16 and FORM 12BA.
- Automated repetitive tasks using AppDynamics and Splunk, and created SOPs for streamlined operations.
- Managed change implementation through ServiceNow, ensuring smooth execution of major updates and defect fixes.
Education
Bachelor of Engineering (B.E.) - Computer Science
Sri Eshwar College of Engineering
04.2014
Skills
Incident Management & Ticketing
- ServiceNow
- JIRA
- Opsgenie
- PagerDuty
- Salesforce
- Zendesk
- Slack (alerting integrations), Operating Systems
Backend Databases
- MSSQL
- MySQL
- Oracle
- MongoDB
- PostgreSQL
Cloud Platforms
- AWS (EC2, IAM, S3, VPC, CloudWatch)
Scripting & Automation
- Python (automation and tooling)
- Shell scripting (Bash)
API Testing Tool
- Postman
- SoapUI
CI/CD and Automation
- Jenkins
- GitLab CI/CD
- Azure DevOps Pipelines
Monitoring & Logging
- Grafana
- Kibana
- Datadog
- Splunk
- New Relic
- Nagios
Version Control Systems
- Git (GitHub, GitLab, Bitbucket)
- CVS
- SVN
Operating Systems
- Windows
- Linux
- Mac OS
Containerization & Orchestration
- Docker
- Kubernetes
Project and Collaboration Tools
- Confluence
- JIRA
- Slack
Domain Expertise
- Airlines & Aviation
- Banking & Finance
- HRMS (Human Resource Management Systems)
- Fuel Management
- Insurance Management
Websites
Accomplishments
- Adrenalin Best Newcomer of the Year 2015
- Inatech Above & Beyond Q4 2019
- Best Newbie Award –PayPal 2022
- Performer Of The Year - VistaJet 2024
Timeline
Senior Support Operations Specialist
VISTA JET India Private Limited
12.2023 - Current
Senior Software Support Engineer
Apexon India Pvt Ltd
03.2022 - 12.2023
Senior Software Engineer
AES Technologies
03.2021 - 03.2022
Software Senior Engineer
Inatech India Private Limited
10.2018 - 03.2021
Systems Engineer
Adrenalin eSystems Limited
02.2015 - 09.2018
Bachelor of Engineering (B.E.) - Computer Science
Sri Eshwar College of Engineering
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