Open to opportunities

Himani Rathore

@himanirathore

Message

I resolve enterprise SaaS incidents across cloud, APIs, databases, and SSO.

India

Message

What I'm looking for

I'm open to remote opportunities where I can lead Tier 2/3 support, resolve high-severity cloud and SaaS incidents, improve monitoring and MTTR, and partner closely with Engineering, Product, and Customer Success teams.

At Eptura, I resolve complex Tier 3 SaaS incidents across application, database, SSO, and API layers for 50+ enterprise accounts, sustaining 96% SLA compliance. I've improved issue detection speed by 60%, owned 100+ major incidents end to end, and reactivated an enterprise account that generated $16K in new license revenue.

Previously at Tata Consultancy Services, I progressed from Programmer to IT Analyst while supporting enterprise applications for GlaxoSmithKline and BSNL across .NET, Java, and Unix/Linux environments. I combine root cause analysis, proactive customer communication, and practical automation to improve reliability, reduce downtime, and help teams resolve issues faster.

Experience

Work history, roles, and key accomplishments

Current

Senior Support Engineer

Current

Eptura

Jun 2025 - Present (1 year 2 months)

Sustained 96% SLA compliance across 50+ enterprise SaaS accounts by resolving 50+ complex Tier 3 incidents per month. Contributed to MTTR reduction through structured root cause analysis and permanent-fix partnerships.

Azure SaaS Tier 3 Support Incident Management Root Cause Analysis SLA Management CSAT Knowledge Base Monitoring Alerting

IT Analyst (Systems & Application Support)

Tata Consultancy Services

Jul 2018 - May 2025 (6 years 10 months)

Delivered Tier 2/3 support across .NET, Java, and Unix/Linux environments for enterprise clients including GlaxoSmithKline and BSNL, resolving 60+ tickets per month. Reduced application downtime by 40% by refactoring and optimizing software modules.