Mahalakshmi Manjunathan
@mahalakshmimanjunath
Cloud Support and Site Reliability Engineer with 4 years of experience.
IndiaWhat I'm looking for
I am a Cloud Support and Site Reliability Engineer with 4 years of experience managing, troubleshooting, and optimizing cloud-native systems across AWS, Azure, and GCP environments. My expertise lies in deploying and managing Linux servers, ensuring optimal performance, and resolving technical issues related to network connectivity, software, and hardware.
At Accenture Solutions, I provided Tier 1/2/3 technical support for various SaaS products, achieving a client satisfaction score of over 95%. I successfully reduced ticket resolution time by 30% through process optimization and the implementation of macros in Zendesk. My collaborative efforts with engineering teams have led to effective bug reproduction and root cause analysis, driving product improvements.
My core strengths include combining hands-on technical support with automation, observability, and infrastructure reliability best practices. I am proficient in using various DevOps and SRE tools such as Docker, Kubernetes, Terraform, and Ansible, and I have a strong foundation in monitoring and logging tools like Prometheus and Grafana.
Experience
Work history, roles, and key accomplishments
ALCloud Tech Support Analyst
Accenture Solutions Private Limited
Jan 2023 - Present (2 years 7 months)
Provided Tier 1/2/3 technical support for SaaS/Product/Platform used by clients globally, maintaining 95%+ client satisfaction score. Diagnosed issues across network, OS, application, and user levels using logs, system tools, and APIs. Collaborated with engineering teams to reproduce bugs, provide root cause analysis, and push for product fixes.
Service Desk Management
2Coms Consultancy Private Limited
Jan 2021 - Present (4 years 7 months)
Handled technical queries and troubleshooting for internal teams and external clients related to software installation, connectivity, and user access. Resolved hardware/software issues via remote desktop tools (TeamViewer, AnyDesk). Managed user provisioning, access control, and system updates using Active Directory and group policies.
Education
Degrees, certifications, and relevant coursework
Unknown
M.Sc., Computer Science
Grade: 86%
Completed a Master of Science degree in Computer Science, achieving a grade of 86%. This advanced program deepened my understanding of complex computing principles and prepared me for specialized roles in the tech industry.
Unknown
B.Sc., Computer Science
Grade: 64%
Obtained a Bachelor of Science degree in Computer Science with a grade of 64%. This foundational program provided a comprehensive understanding of computer science fundamentals, including programming, data structures, and algorithms.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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