Open to opportunities

Shilpa Kakamari

@shilpakakamari

Message

I deliver SLA-driven production support and incident management for stable, high-availability enterprise operations.

India

Message

What I'm looking for

I’m looking for a role where I can own SLA-driven production support, lead incident coordination end-to-end, and use monitoring/ITSM tools to keep enterprise systems stable with clear stakeholder communication and continuous operational improvement.

I’m a Production Support Engineer with 3.7+ years of experience delivering 24x7 L1 production support and incident management across large-scale infrastructure operations. At TCS, I supported enterprise infrastructure for AG Insurance, maintaining high system availability through timely triage, escalation management, and strong stakeholder communication.

I use BigPanda, SCOM, and HEAT to perform real-time monitoring, event & alert management, and ITSM-based incident lifecycle handling. I managed 50+ daily alerts, ensured SLA compliance and effective communication, and coordinated with L2/L3 teams (including Jaguar Land Rover application support) to drive resolution, operational stability, and service continuity.

Experience

Work history, roles, and key accomplishments

Current

Production Support Engineer

Current

Tata Consultancy Services

Oct 2023 - Present (2 years 8 months)

Delivered 24x7 L1 production support for enterprise infrastructure, maintaining high system availability for AG Insurance operations. Triaged 50+ daily alerts using BigPanda, coordinated incident lifecycle and SLA escalations with ITSM (HEAT), and partnered with L2/L3 teams to ensure timely resolution and operational continuity.

L1 Production Support Bigpanda ITSM Log Analysis