Kotra Mahesh

IT professional with 3 years' experience in 2nd line operational support within a high-volume, SLA-driven environment (TCS, USAA project), including incident diagnosis, root cause analysis, and ITIL-aligned problem management. Hands-on practical experience with AWS core services (EC2, S3, VPC, IAM with MFA) gained through dedicated self-practice, alongside Linux (RHEL) fundamentals. Microsoft 365 Administration certified, skilled in Active Directory, Windows 10/11, and Jira-based ticketing.

Currently completing an MSc in Data Science. Seeking a Cloud Support / 2nd Line IT Support role to apply incident management experience alongside developing cloud and Linux skills.

IT Operations Analyst (2nd Line Operational Support) at TCS (2021-08 – 2024-08)

• Provided 2nd line operational support in a high-volume, SLA-driven environment, monitoring systems and resolving incidents within agreed targets
• Diagnosed and resolved technical incidents through systematic log analysis and root cause investigation, escalating complex issues as required
• Authored standard solution documents for preventive and corrective measures, reducing repeat incidents and improving the team knowledge base
• Applied ITIL problem management principles to proactively identify recurring failure patterns before wider business impact
• Maintained accurate incident, resolution, and change records, ensuring full audit trail and compliance
• Collaborated with cross-functional teams to optimise scheduling and automate operational checks, improving system reliability

MSc in Data Science – Teesside University (2024 – 2026)

B.Tech in Computer Science and Engineering – Aurora's Engineering College (2017 – 2021)