Kriti User
@kritiuser3
Application Support Engineer focused on incident response, observability, and automation for SaaS reliability.
IndiaWhat I'm looking for
I’m an Application Support Engineer who drives reliability for enterprise SaaS by combining real-time monitoring with proactive incident prevention. I maintained 99.8% uptime and implemented 30+ proactive alerts that reduced MTTD by 60%, while synthetic monitoring with Datadog/Splunk and PagerDuty helped me track SLI/SLOs to maintain 99.9% SLA compliance.
Across 1,300+ customer incidents, I deliver fast, high-quality resolutions—97% CSAT with a 3-hour average SLA for P1/P2. I lead RCA and blameless postmortems as Incident Commander for Sev1/911, created 20+ Python automation scripts to cut manual analysis time by 50%, and optimized SQL/N1QL queries to improve query performance by 40% and reduce recurring issues by 55%.
Experience
Work history, roles, and key accomplishments
Maintained 99.8% uptime for an enterprise SaaS platform serving 1,000+ concurrent users by monitoring with Datadog/Splunk/CloudWatch and implementing 30+ proactive alerts that reduced MTTD by 60%. Led RCA for 80+ Sev1/critical incidents, cutting recurring issues by 55% through permanent fixes, and served as Incident Commander for production incidents using SRE practices.
Resolved 1,300+ customer incidents with 97% CSAT and maintained a 3-hour average SLA for critical P1/P2 cases through systematic troubleshooting and stakeholder communication. Monitored production health, created 40+ proactive alerts to reduce unplanned downtime by 60%, and diagnosed complex integration issues across Salesforce/HubSpot/SSO/Eloqua and connectors.
Education
Degrees, certifications, and relevant coursework
Guru Gobind Singh Indraprastha University
Bachelor of Engineering, Electronics & Communication
2018 - 2022
Grade: CGPA: 8.2/10
Bachelor of Engineering in Electronics & Communication from Guru Gobind Singh Indraprastha University, completed from 2018 to 2022. Earned a CGPA of 8.2/10.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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