Channaya swami

Delivered advanced L2 support for Linux-based production systems across 9 global enterprise clients, ensuring SLA compliance and system uptime. • Managed a team of 12 engineers, driving incident resolution, SLA adherence, and client satisfaction through effective supervision and mentoring. • Implemented automation scripts and monitoring dashboards, reducing Mean Time to Resolution (MTTR) by 20% and improving operational efficiency. • Administered AWS infrastructure (EC2, S3, IAM, CloudWatch) for deployment, monitoring, scaling, and secure access management. • Executed patching, upgrades, and downgrades of applications, ensuring smooth production transitions and minimal downtime. • Led incident management, root cause analysis, and problem resolution for critical P1/P2 escalations, improving reliability and customer trust. • Utilized ServiceNow, Jira, and Zendesk for ticket tracking, workflow automation, and SLA monitoring. • Resolved complex L2/L3 application support tickets within strict SLA guidelines using JIRA • Conducted Root Cause Analysis (RCA) to eliminate recurring software bugs. • Conducted file system and directory permission management, ensuring compliance with security and operational requirements. • Collaborated with cross-functional teams to enhance system reliability, uptime, and proactive issue prevention. • Mentored junior engineers, boosting team productivity and technical expertise in Linux and AWS environments. • Resolved exceptions and end-user issues caused by system glitches, ensuring seamless operations and customer satisfaction.

Delivered L2 technical support for enterprise Linux systems, ensuring SLA compliance and high availability across production environments. • Collaborated with cross-functional teams to troubleshoot complex production issues and optimize workflows for improved efficiency. • Strengthened expertise in large-scale IT operations and client support environments, handling diverse enterprise requirements. • Resolved P1 and P2 escalations with priority, providing timely solutions to customers and minimizing business impact. • Monitored incidents, changes, and service requests using Jira and ServiceNow, ensuring accurate tracking and SLA adherence.