BalaGaneshKumar D

Cloud & Infrastructure Automation Engineer with 3+ years of experience at HCL Tech managing multi-cloud environments across AWS, Azure, and GCP. Consistently resolved 150–160 incidents per week with high SLA compliance, specializing in Chef automation, Jenkins CI/CD pipeline support, and end-to-end incident lifecycle management within an enterprise-scale medical domain project. Known for thorough first-level diagnosis, structured VM provisioning workflows, and cross-functional coordination with L2/L3 and DevOps teams.

Cloud & Automation Support Engineer (Analyst - Medical Domain Project) at HCL Tech (2022-09 – 2025-12)

• High-Volume Ticket Management: Resolved 150–160 incidents per week with consistent SLA compliance across multicloud provisioning, decommissioning, and configuration workflows in an enterprise medical domain environment.
• Multi-Cloud Infrastructure Monitoring: Monitored and maintained server infrastructure across AWS, Azure, and GCP, managing end-to-end VM lifecycle — from provisioning to decommissioning — in support of multiple engineering teams.
• Incident Lifecycle Management: Partnered with development and DevOps teams to drive incident resolution, conducting Root Cause Analysis (RCA) and maintaining technical documentation to prevent recurrence.
• Virtualization & Provisioning: Managed full server lifecycle across VM deployment and automated decommissioning, reducing provisioning turnaround time from 2–3 days to 6–12 hours through structured and repeatable workflows.
• Technical Diagnostics: Conducted incident diagnosis through log analysis, resolving 80% of incidents within 3 days and escalating remaining cases within company-defined 5-day SLA.

Chef Infrastructure & Operations Support at HCL Tech (2022-09 – 2025-12)

• Automation Troubleshooting: Managed end-to-end support lifecycle for Chef automation scripts and cookbooks, diagnosing and resolving configuration discrepancies to maintain environment stability across production servers.
• Deployment Coordination: Reviewed OS-level deployments against standard templates, identifying configuration deviations and coordinating with the OS team to implement corrections before redeployment on production hosts.
• Incident Escalation: Escalated critical and unresolved Chef configuration issues to L2/L3 and DevOps teams, providing detailed incident documentation including reproduction steps and diagnostic findings to accelerate resolution.
• Operational Documentation: Maintained precise ticket hygiene across 150–160 weekly incidents in ServiceNow, ensuring accurate status updates, technical commentary, and complete resolution reporting across all incident types.

Jenkins & CI/CD Infrastructure Support at HCL Tech (2022-09 – 2025-12)

• Workflow Optimization: Monitored Jenkins CI/CD pipelines and performed detailed log analysis to identify root causes of deployment failures, providing actionable findings to cookbook owners for rapid resolution.
• Configuration Management Support: Managed on-demand Chef data-bag upgrades, handling 3–4 requests per week, for immediate syncing of latest configurations for teams unable to wait for the standard 12–24-hour automated sync cycle, ensuring environment consistency across hosts.
• Operational Sustainability: Investigated and reported Jenkins pipeline failures on engineer request, identifying recurring lint errors as a common root cause and escalating unrecognized errors to the DevOps team for further review.

Graduate Engineer Trainee at Venus Home Appliances (2021-07 – 2021-08)

• Production Line Assistance: Supported the end-to-end assembly process for water heaters and ceiling fans, ensuring adherence to high-quality manufacturing standards.

Bachelor of Engineering in Electrical & Electronics Engineering – Francis Xavier Engineering College (2015 – 2019)