Divya Rai
@divyarai
DevOps and SRE-focused infrastructure engineer at KOiReader Technologies, resolving Linux, Windows, and network incidents.
IndiaWhat I'm looking for
At KOiReader Technologies, I resolve incidents across Windows and Linux environments, investigate recurring operating system and application errors, and document fixes. I also configure Ubuntu systems and servers, monitor system health, and use SQL and Claude to investigate logs and draft knowledge base articles.
At HCL Technologies, I resolved L2 incidents across infrastructure and enterprise applications, maintaining 94–96% SLA adherence across more than 80 tickets per week for EMEA and APAC users. I used Foglight to monitor performance and wrote runbooks, SOPs, and knowledge base articles to reduce repeat incidents and manual work.
Experience
Work history, roles, and key accomplishments
Technical Support Associate
KOiReader Technologies
Jul 2026 - Present (3 months)
Resolved incidents across Windows and Linux environments, performing root-cause analysis and documenting resolutions. Diagnosed network faults, queried MSSQL for incident analysis, and used AI-assisted debugging to improve efficiency.
Resolved L2 incidents across Linux, Windows Server, networks, and enterprise applications, sustaining 94-96% SLA adherence across 80+ tickets per week. Authored runbooks and SOPs, managed incidents with ITIL practices, and mentored junior analysts.
IT Service Desk Associate (L1)
Authbridge Research Services
Oct 2021 - Jan 2023 (1 year 3 months)
Delivered 24/7 Service Desk support, resolving 60+ incidents per week within SLAs. Managed full ticket lifecycle under ITIL and used SQL for data lookup to reduce handling time.
IT Service Desk Executive
Teleone Consumers Pvt. Ltd.
Sep 2016 - Mar 2019 (2 years 6 months)
Resolved day-to-day technical issues including hardware, software, OS, email, printer, and network problems. Performed OS setup and installation, and provided first-line network support.
Education
Degrees, certifications, and relevant coursework
Indira Gandhi National Open University
Post Graduate Degree
Post Graduate Degree from Indira Gandhi National Open University, completed in 2021.
Great Learning
Identity and Access Management, Identity and Access Management
Certification in Identity and Access Management from Great Learning.
Amazon Web Services
Building a Generative AI-Ready Organization, Generative AI
Certification in Building a Generative AI-Ready Organization from Amazon Web Services.
Chaudhary Charan Singh University
Bachelor's Degree
Bachelor's Degree from Chaudhary Charan Singh University, completed in 2019.
Databricks
Generative AI Fundamentals, Generative AI
Certification in Generative AI Fundamentals from Databricks.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
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