Nivya Kallingal Johny
@nivyakallingaljohny
IT Infrastructure and Cloud Support Engineer delivering reliable L2/L3 Microsoft 365 and Azure support with ITIL-driven service.
United KingdomWhat I'm looking for
I’m a results-driven IT Infrastructure and Cloud Support Engineer with 5.9 years of experience delivering L2/L3 technical support across enterprise environments. I support Microsoft 365 customers with strong SLA adherence, manage incidents, and help maintain system uptime through proactive ITSM practices.
In my roles, I’ve handled identity and access management using Microsoft Entra and Active Directory, delivered cloud-based support, and improved customer outcomes by recommending process improvements. I also maintained 99.9% system uptime and automated server health checks, reducing manual effort by 40%, and I’m currently enhancing my Microsoft Azure expertise to transition into cloud-focused roles.
Experience
Work history, roles, and key accomplishments
Technical Support Engineer
Subfero
Apr 2024 - Jul 2025 (1 year 3 months)
Delivered L2 technical support for Microsoft 365 customers, ensuring SLA adherence and managing incidents via phone, email, and chat with detailed case documentation. Supported SMB onboarding and subscription optimization and performed identity & access management using Microsoft cloud solutions.
System Engineer
Tata Consultancy Services
Jul 2019 - Jan 2024 (4 years 6 months)
Provided L1/L2/L3 technical support across enterprise IT environments, including incident, problem, and change management with SLA monitoring. Maintained system uptime through proactive ITSM monitoring and performed Windows administration, endpoint support, and VMware backup/recovery and provisioning.
Education
Degrees, certifications, and relevant coursework
University of Pondicherry (affiliated)
Bachelor of Technology, Electrical and Communication Engineering
Bachelor of Technology in Electrical and Communication Engineering, affiliated with the University of Pondicherry, completed in 2019.
Board of Higher Secondary Examination, Pondicherry
Plus Two, Computer Science
Completed Plus Two (Computer Science) under the Board of Higher Secondary Examination in Pondicherry in 2015.
Board of Public Examination, Pondicherry
SSLC, Secondary Education
Completed SSLC under the Board of Public Examination in Pondicherry in 2013.
Tech stack
Software and tools used professionally
Availability
Location
United KingdomAuthorized to work in
Job categories
Skills
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