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Acted as primary contact for customer issues over email, tickets, and calls—providing responsive L1/L2 support for cloud and server environments
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Troubleshot VM connectivity, login issues, disk/CPU/Memory alerts, server setup misconfigurations, and application-level issues
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Analysed logs via Azure Monitor, Log Analytics, Event Viewer, Syslogs to identify root causes and provide solutions or escalate to internal teams
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Validated license assignments, access permissions, IAM/RBAC, and resolved user access issues
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Managed 50+ Azure infrastructure components (VMs, storage, networking)
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Diagnosed issues related to IIS services, API failures, SSL issues, and application unavailability
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Provided basic support for SQL Server and Linux services (status, connectivity, performance checks)
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Handled incidents and service requests in ServiceNow following ITIL v4 practices
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Performed impact analysis, documented incident details, and escalated to Product Support/Cloud Ops when required
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Prepared RCA for P1/P2 incidents, documenting root causes and preventive actions
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Created alerts, dashboards, and performance reports using Azure Monitor & Log Analytics
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Performed daily health checks, patch status reviews, and compliance checks via automation scripts (PowerShell/Bash/Azure CLI)
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Collaborated with globally distributed teams for 24/7 operations
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Automated routine tasks (VM status checks, patch/compliance reporting) reducing manual effort by 20%
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Contributed to internal documentation and knowledge base articles for recurring issues
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Resolved P1/P2 incidents related to VM outages, storage failures, networking issues, and security alerts within SLA
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Prepared RCA reports and documented solutions in the knowledge base
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Collaborated with DevOps, Networking, App, and Security teams to deliver cloud-first solutions