At TatvaSoft, I handled complex hardware, software, authentication, and network escalations, investigating logs and configuration files to identify root causes. I reproduced customer bugs and prepared detailed escalation tickets for Engineering, while creating troubleshooting runbooks and Knowledge Base guides.
I developed the SupportOps Diagnostic & AI Incident Portal to automate log analysis, endpoint health checks, and incident evidence collection, with AI-assisted summaries and resolution guides. I also engineered SaaS integration features involving authentication, rate-limiting, and webhook processing, and debugged API payloads and database queries.
