Dhanusree Ramakrishnan
@dhanusreer
Senior production support engineer specializing in incident management, automation, and cloud platforms.
IndiaWhat I'm looking for
I am a results-driven IT professional with over 10 years of experience in production support, service desk operations, and incident management, focused on improving system uptime and service delivery.
In recent roles I supported enterprise applications on PCF and Azure, performed root cause analysis for critical incidents, and automated routine tasks using Ansible and Python while monitoring systems with Splunk and AppDynamics.
I have led ITIL-aligned transitions and teams, developed SLA/KPI documentation, managed DR/BCP planning and execution, and collaborated with global stakeholders to drive quality and operational improvements.
Experience
Work history, roles, and key accomplishments
Senior Systems Operations Engineer
Wells Fargo Solutions
Aug 2022 - Present (3 years 4 months)
Support enterprise applications on PCF and Azure in a 24x7 environment, performing root cause analysis and incident management while automating tasks with Ansible and Python to improve uptime.
Senior Coordinator - ITIL / Helpdesk
McWane Services Pvt. Ltd.
May 2012 - Dec 2012 (7 months)
Led the India IT support team, developed ITIL-aligned processes and dashboards, ensured SLA compliance, and coordinated DR/BCP activities and stakeholder communications.
Project Manager - Service Desk
Wipro Technologies
Nov 2006 - Sep 2011 (4 years 10 months)
Led service desk transition for Neiman Marcus, managed incident lifecycle and major incident communications, and developed ITIL documentation, KPIs, BCP plans, and compliance audits.
Technical Support Engineer
Sutherland Global Services
Jul 2005 - Oct 2006 (1 year 3 months)
Provided remote technical support for Windows XP and home networking, met resolution KPIs, and maintained high customer satisfaction through troubleshooting and documentation.
Education
Degrees, certifications, and relevant coursework
AUAnna University
Master of Science, Information Technology
Completed M.Sc. in Information Technology from Anna University, Chennai, with focus on IT concepts and practical applications.
BUBharathiar University
Bachelor of Science, Information Technology
Completed B.Sc. in Information Technology from Bharathiar University, Coimbatore, covering foundational IT subjects and technical skills.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
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