Headline

Associate | Application & Production Support | Linux | ServiceNow | Incident & SLA Management

About

A dedicated Technical Support Engineer at iNetFrame Technologies, leveraging a Bachelor of Technology in Engineering from Biju Patnaik University of Technology, Odisha, to deliver robust troubleshooting, Linux expertise, and software upgrades. Current responsibilities include ensuring 99.9% system uptime for Oracle Communications products through health checks, software updates, and effective incident management. Experienced in managing service requests, resolving client escalations, and collaborating on telecom solutions in complex environments. Motivated by a commitment to maintaining operational stability, the role emphasizes meeting SLA timelines, validating software updates, and authoring knowledge materials to support seamless technical operations.

Location

Bengaluru

AI stack

codex

Work experience

Technology Associate at Sutherland, Jan 2026 - Present · 10 mos, Bengaluru, Proofpoint

Network Engineer at Oracle, Jan 2024 - Dec 2025 · 2 yrs, Bengaluru, Karnataka, India, Bengaluru, India | Jan 2024 – Present Performed pre- and post-deployment health checks and executed software upgrades for Oracle Communications products including vDSR, UDR, PCRF via DSR PCRF GUI and CLI, ensuring 99.9% system uptime. Conducted validation and testing of software updates across NOAM, SOAM, MP, CMP, MPE, and IPFE servers to ensure seamless integration and performance stability. Managed service requests (SRs), client escalations, and incident resolutions while meeting strict SLA timelines. Collaborated with cross-functional teams to design and implement client-specific workaround solutions for complex telecom environments. Authored Knowledge Materials (KMs) for recurring Oracle system issues, improving team troubleshooting efficiency. Led PMAC and TVOE upgrade projects for global telecom clients, ensuring minimal downtime and smooth migration. Evaluated new Oracle Communication tools and technologies for integration into existing network infrastructur

Quality Engineer at PTW, Dec 2022 - Dec 2023 · 1 yr 1 mo, Bengaluru, Karnataka, India, Pole to Win India – India | Dec 2022 – Dec 2023 Delivered L1/L2 technical support for client platforms, resolving incidents efficiently and maintaining SLA compliance. Utilized AWS CloudWatch, Grafana, Elasticsearch, and Twilio for real-time system monitoring, alert response, and issue resolution. Performed QA testing, bug reproduction, and root cause analysis (RCA) to identify and resolve recurring technical issues. Documented troubleshooting processes and created Standard Operating Procedures (SOPs) to improve team efficiency and reduce resolution time. Collaborated with development teams to validate fixes and ensure high product stability before deployment. Maintained consistent first-contact resolution rates and received positive client feedback for quality of service.

Education

Bachelor of Technology - BTech, Engineering, Biju Patnaik University of Technology, Odisha

Diploma, Engineering, State Council of Educational Research & Training