AK

Open to opportunities

Akash Kottayil

@akashkottayil

Technical Support Analyst improving uptime through SLA-driven incident troubleshooting.

What I'm looking for

I’m looking for a fast-paced, SLA-driven support role where I own incidents end-to-end, collaborate with engineering on escalations, and turn troubleshooting results into reusable documentation that reduces repeat tickets.

I’m a Technical Support Analyst with 3+ years resolving software, hardware, and application issues in SLA-driven environments. I move from Tier 1 triage to structured escalations, helping engineering teams find and fix root causes, not just symptoms.

I’m comfortable across Windows, Linux, and mixed environments, and I’m known for turning one-off fixes into documented processes that reduce repeat tickets. I perform incident management for P1/P2 events, validate monitoring signals, and use RCA with clear escalation notes so issues resolve faster.

At InEvolution, I delivered Tier 1/2 support via chat and email, managed ticket queues with SLA adherence, and recreated user-reported issues to confirm root causes before escalation. Before that at TCS, I handled 15–22 incidents per shift in a 24/7 environment, supported high-severity outages, and coordinated with vendors and cross-functional teams; I also built hands-on NOC scenarios in my Linux-based home lab and document every step for repeatable troubleshooting.

Experience

Work history, roles, and key accomplishments

IN

Technical Support Analyst

InEvolution

Jul 2024 - Aug 2025 (1 year 1 month)

Delivered Tier 1/2 chat and email support, diagnosing and resolving software, hardware, and performance issues across diverse environments. Managed SLA-driven ticket queues, recreated issues to validate root causes, and created knowledge base articles that reduced repeat tickets.

Incident Management SLA Patch Management Knowledge Base

TL

Network Operations Analyst

Tata Consultancy Services Limited

Nov 2021 - Dec 2023 (2 years 1 month)

Handled 15–22 incidents per shift in a 24/7 SLA-driven environment by performing connectivity/system diagnostics and validating monitoring alerts. Supported P1 outages, coordinated with vendors and cross-functional teams, and executed pre/post-maintenance validation to ensure service stability.

Incident Management P1 Outage Support

Education

Degrees, certifications, and relevant coursework

CU

Christ (Deemed to be University)

Bachelor of Science, Computer Science

2018 - 2021

Earned a Bachelor of Science in Computer Science from Christ (Deemed to be University) between 2018 and 2021.

Tech stack

Software and tools used professionally

GitHub

Gmail

Zendesk

Jira

Linux

macOS

Windows

NGINX

P2

Root Cause

Port

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