Reena L
@reenal
I’m a Technical Support & Incident Management | ITSM | Cloud Monitoring & Operations
IndiaWhat I'm looking for
Technical Support and Incident Management professional with 9+ years of experience diagnosing and resolving production issues within formal ITSM frameworks. Combine hands-on troubleshooting across Linux, cloud infrastructure (Azure, GCP, Digital Ocean), Kubernetes, and networking fundamentals (DNS/SSL/TLS) with end-to-end incident ownership — ticket triage, technical root-cause investigation, severity-based escalation, live bridge-call coordination, and SLA-compliant resolution. Proven track record improving SLA compliance and reducing MTTR through faster technical diagnosis and clearer stakeholder communication during active incidents.
Experience
Work history, roles, and key accomplishments
Support Analyst
Novigo Solutions
Jan 2024 - Present (2 years 7 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%.
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.
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.
Administrator – Technical Support
Endurance International
Jan 2015 - Jan 2019 (4 years)
Administered Linux and Windows hosting environments using cPanel, WHM, and Plesk. Troubleshot DNS, Outlook, SSL, email, and web hosting issues.
Education
Degrees, certifications, and relevant coursework
Shree Devi Institute of Technology
Bachelor of Engineering, Engineering
2011 - 2015
Earned a Bachelor of Engineering from Shree Devi Institute of Technology in Mangalore from 2011 to 2015.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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