Open to opportunities

Sarosh Baig

@saroshbaig

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Technical Support Engineer specializing in incident monitoring, troubleshooting, and SLA-driven resolutions.

India

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What I'm looking for

I seek a hands-on technical support or operations role where I can manage incidents, improve reliability, work collaboratively with engineering teams, and continue growing skills in monitoring and automation.

I am a results-driven Technical Support Engineer with over two years of hands-on experience in incident monitoring, ticket management, and technical troubleshooting across production environments.

I consistently deliver high customer satisfaction and SLA compliance by leveraging tools such as ServiceNow, Jira, Nagios, OpsGenie, Grafana, SQL, and Unix/Linux shell scripting, maintaining strong metrics like 95% first-contact resolution and 99.5% infrastructure uptime.

I thrive on clear communication and collaboration with L2/L3 support, development, and infrastructure teams to drive root-cause analysis, process improvements, and robust knowledge management.

Experience

Work history, roles, and key accomplishments

Senior Technical Support Engineer

Persistent Systems Ltd.

May 2022 - Jun 2024 (2 years 1 month)

Monitored and responded to incidents using Nagios, Grafana, OpsGenie and JSM, achieving 95% first-contact resolution for L1 issues and maintaining 99.5% infrastructure uptime; triaged tickets, escalated high-severity incidents, and documented resolutions to ensure SLA compliance.