Manish

Act as the primary technical point of contact for enterprise customers, diagnosing and resolving complex data pipeline, data integrity, and software deliverability issues across IDQ and TDM products. Leveraged AI-assisted RCA workflows (LLM-aided log analysis and pattern matching) to accelerate root cause identification on high-severity cases, reducing average investigation time for recurring pipeline failures. Debugged and traced Spark jobs within Informatica IDQ, analyzing executor logs, identifying data skew, and resolving job failures tied to resource allocation and transformation logic errors.

Technical Support Engineer at Informatica (via Teamlease Digital) (2024-08 – Present)

• Act as the primary technical point of contact for enterprise customers, diagnosing and resolving complex data pipeline, data integrity, and software deliverability issues across IDQ and TDM products.
• Leveraged AI-assisted RCA workflows (LLM-aided log analysis and pattern matching) to accelerate root cause identification on high-severity cases, reducing average investigation time for recurring pipeline failures.
• Debugged and traced Spark jobs within Informatica IDQ, analyzing executor logs, identifying data skew, and resolving job failures tied to resource allocation and transformation logic errors.
• Debug customer code, custom scripts (Python/Java), and complex SQL queries to identify root causes, translating technical findings into actionable feedback for both developers and non-technical stakeholders.
• Manage high-priority support cases via phone and email, diplomatically addressing customer concerns and de-escalating tough situations in live, high-pressure environments.
• Collaborate directly with Product and Engineering teams via Slack to surface customer problems, and file detailed Jira tickets to report reproducible bugs.
• Consistently maintain a CSAT score of 4.5/5 and an SLA compliance rate of 93–100%.
• Author, edit, and review internal Knowledge Base (KB) articles to stay up to speed with industry standards and help scale the team's troubleshooting processes.
• Provide end-to-end support for products deployed across AWS and Azure Cloud and diverse operating systems (Linux, UNIX, Windows).

Apprentice - Consultant Engineer Trainee at Cisco Systems (2023-06 – 2024-06)

• Supported the CMSP unified platform, which manages some of the world's largest networks – tens of thousands of network elements spanning Cisco and third-party vendors across Networking, Data Center, Security, and Collaboration architectures.
• Worked as a Tier 1 and Tier 2 Engineer, handling both proactive and reactive incidents and resolving infrastructure issues before they impacted Cisco customers.
• Performed pre- and post-sanity checks across various CMSP platform components to validate system health before and after changes.
• Contributed to enhancing existing Standard Operating Procedures (SOPs) in ServiceNow, applying sound knowledge of ITIL processes (Problem, Change, and Incident Management).
• Conducted daily troubleshooting of Linux OS issues and device monitoring anomalies within the CMSP platform.
• Collaborated with cross-functional engineering teams to resolve infrastructure-related issues and drive improvements in operational efficiency.
• Automated database and data backups using Shell scripts, improving platform stability and reducing manual overhead.

B.Tech. in ECE – Koneru Lakshmaiah University (2018 – 2022)

Senior Secondary – APBIE Board (2016 – 2018)

Secondary – SSC Board (2016)