Sandeep Cilveri

I’m a Technical Support Engineer with 5+ years of L3 production support experience, specializing in root cause analysis, API debugging, backend troubleshooting, and large-scale data analysis across enterprise environments. I investigate complex operational issues end-to-end, build monitoring and alerting mechanisms, and drive systemic improvements through cross-functional collaboration with Product, Engineering, and Operations teams.

In my current role, I’ve reduced recurring production incidents by 30% through deep-dive ticket trend analysis and proactive collaboration to deliver long-term fixes, while maintaining 95%+ SLA adherence across enterprise L3 ticket queues. I’ve built Grafana monitoring dashboards to improve anomaly detection and reduced issue identification time, and I developed 3 AI automation agents adopted by the support team—cutting escalations by 15% and eliminating manual reporting overhead. I also mentor 2+ junior engineers to strengthen onboarding and troubleshooting capability.