Open to opportunities

Reena L

@reenal

Message

I’m a production support and cloud operations engineer with 9+ years improving incident response and SLA compliance.

India

Message

What I'm looking for

I’m looking for a cloud operations/production support role where I can own incident lifecycle, drive SLA and MTTR improvements with observability tools, and partner cross-functionally to keep Azure/GCP services highly available.

I’m an incident management and cloud operations professional with 9+ years of experience running production support, managing incidents, and protecting infrastructure availability. I focus on monitoring, alert investigation, and SLA compliance across Linux and enterprise applications.

In my recent roles at Novigo Solutions, I monitored Azure and Google Cloud production environments, investigated alerts using Grafana, Prometheus, and Google Cloud Monitoring, and coordinated issue resolution with engineering teams. I also improved SLA compliance by 18% and reduced ticket backlog by 25% while supporting Microsoft 365 services and maintaining knowledge articles to reduce MTTR.

My background includes strong Linux administration and infrastructure fundamentals—DNS, SSL/TLS, HTTPS, and hosting support—along with production troubleshooting for containers and cloud observability. I bring cross-functional communication, RCA-driven continuous improvement, and hands-on technical documentation to every support engagement.

Experience

Work history, roles, and key accomplishments

Current

Support Analyst

Current

Novigo Solutions

Jan 2024 - Present (2 years 6 months)

Monitored Azure and Google Cloud production environments to ensure infrastructure availability and service health, investigating alerts and coordinating issue resolution with engineering teams. Managed incident lifecycle and SLA compliance, and supported Microsoft 365 (Outlook, Teams, Exchange Online, MFA, and licensing), improving SLA compliance by 18% and reducing ticket backlog by 25%.

Grafana Prometheus Incident Management SLA Virtual Machine Monitoring Microsoft 365 Support Outlook Teams Exchange Online MFA Technical Documentation Knowledge Base

Senior Support Engineer

Novigo Solutions

Jan 2022 - Jan 2024 (2 years)

Monitored application and infrastructure performance across Azure and DigitalOcean and supported Kubernetes environments using Lens for pod, node, and service monitoring. Handled container registry housekeeping and SSL/TLS certificate renewals and collaborated with engineering teams during production incidents.

azure monitor DigitalOcean Kubernetes

Subject Matter Expert

Newfold Digital

Jan 2019 - Jan 2022 (3 years)

Resolved Linux hosting and cloud support issues for enterprise customers, managing DNS, SSL certificates, hosting, and email services. Created documentation to reduce dependency on higher support tiers.

Cloud Support DNS management SSL Certificate Management Hosting Support Technical Documentation