Open to opportunities

HARSHIT SHARMA

@harshitsharma9

Message

Technical Support Analyst specializing in incident leadership and observability-driven reliability.

Canada

Message

What I'm looking for

I’m looking for a role supporting critical, customer-facing platforms where I can lead Sev-1 incident response, automate remediation, and improve observability to reduce MTTR, cut alert noise, and strengthen service reliability.

I’m a Technical Support Analyst with ~10 years supporting critical, customer-facing platforms. I lead incidents end-to-end—facilitating war rooms and bridges to stabilize services under pressure—while working to reduce MTTR, prevent recurrence, and improve availability.

I strengthen observability and diagnostics using Dynatrace, ELK, Quantum Metric, and Datadog. By improving proactive detection (MTTD) and reducing alert noise, I’ve built more reliable, quieter operations, including unified dashboards across 200+ services in hybrid environments.

I also automate remediation and operational workflows with Shell scripting, Jenkins, and self-healing runbooks to save substantial manual effort. In addition to incident lifecycle and RCA, I support releases and change management using Gitlab, Bamboo, GitHub, and Azure pipelines, and I’ve managed SSL/JKS certificate lifecycles across production.

Experience

Work history, roles, and key accomplishments

Current

Technical Support Analyst

Current

Rogers Communications Inc.

Jan 2022 - Present (4 years 6 months)

Led 24×7 production support for a high-traffic telecom platform, owning Sev-1 and Sev-2 incidents and facilitating war rooms/incident bridges to improve MTTR and SLAs. Strengthened monitoring and observability with Dynatrace, ELK, and Quantum Metric, and automated operational runbooks and self-healing workflows using Shell scripting and Jenkins.

Incident Management Root Cause Analysis service reliability Linux Unix Log Analysis Dynatrace Alerting ELK Shell Scripting Jenkins Gitlab Bamboo GitHub Azure Pipelines

Production Support Analyst

Diligenta

Jan 2016 - Jan 2022 (6 years)

Coordinated work-order and stakeholder calls, ran daily pre-business health checks and post-maintenance validations, and monitored production incidents and service requests to prevent customer impact and meet SLA targets. Managed change activities via CAB, performed log analysis with Unix commands, and built/automated health-check utilities and GDPR-compliant data cleanup processes.

ServiceNow ESP Incident Management Unix Commands Log Analysis