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Revathi Simhadri

@revathisimhadri

Product Support Escalation Engineer at Syndigo, resolving 25+ critical enterprise customer escalations and maintaining 90%+ SLA compliance.

India

Message

At Syndigo, I own critical enterprise customer escalations end-to-end and have maintained 90%+ SLA compliance across P1/P2 incidents. I coordinate investigations across Operations, L2 Support, Engineering, and Architecture, and use Claude-assisted analysis and Jira workflows to strengthen ticket investigations and visibility.

Previously, I delivered L3 production support for Microsoft Advertising products at TekSystems and enterprise API support at Zenoti. At Tech Mahindra, I developed API functionality and supported production incidents and deployments for the CHDB-CCDB application.

Experience

Work history, roles, and key accomplishments

Current

Product Support Escalation Engineer

Current

Syndigo

Mar 2025 - Present (1 year 8 months)

Maintained 90%+ SLA compliance across P1/P2 incidents for enterprise SaaS platforms and owned 25+ critical escalations end-to-end. Led ticket triage, coordinated with Architecture, and implemented Jira automation and dashboards.

SLA Management Incident Management Escalation Management Jira Jira Automation Jira Confluence Dashboards Claude Root Cause Analysis Knowledge Management CES EDS PIM MDM PXM

Lead Application Support Engineer

TekSystems

Oct 2023 - Mar 2025 (1 year 5 months)

Delivered L3 production support for Microsoft Advertising products and acted in a lead capacity to coordinate support priorities and incident ownership. Maintained 90%+ SLA performance and performed Cosmos log analysis.

L3 Support Incident Management SLA Management Cosmos Logs UCMT ICM Microsoft Advertising MSAN SWF Shopping Search Knowledge Management

API Support Engineer

Zenoti

Nov 2021 - Sep 2023 (1 year 10 months)

Provided enterprise API support and resolved escalated REST API issues within SLA. Identified critical API defects, performed log analysis, and automated manual tasks to improve support efficiency.

REST APIs API Support Troubleshooting Log Analysis Automation SLA Management Training

Software Engineer

Tech Mahindra

Jan 2018 - Nov 2021 (3 years 10 months)

Developed API functionality, resolved application defects, and analyzed production incidents for the CHDB-CCDB application. Automated operational tasks using Linux, SQL, PL/SQL, and shell scripting, and supported production deployments.