Shalu Sivakumar

Technical Support Engineer with 3 years of experience in Application Support, Incident & Problem Management, and 24×7 Production Support. Experienced in monitoring application, system, and network performance across Windows and basic Linux environments. Skilled in handling P1–P4 incidents, troubleshooting production issues, performing Root Cause Analysis (RCA), and ensuring SLA compliance.

Proficient in analyzing application logs, validating data using Oracle SQL and SQL Developer, and managing incidents through Jira and ServiceNow. Experienced in providing remote technical support using AnyDesk and TeamViewer, preparing technical documentation, and collaborating with cross-functional teams to deliver timely issue resolution and ensure uninterrupted business operations.

Technical Support Executive - Tango Eye

(2022-07 - 2025-08)

Retail AI Analytics Platform

• Performed shift handover activities at the start and end of each shift, covering open incidents, application status, and pending tasks.
• Handled incident and problem management; resolved P3/P4 issues using SOP documents and escalated P1/P2 issues by analyzing log files, informing TL/Incident Manager, and coordinating bridge calls with other teams for workarounds.
• Generated reports based on user requests using SQL Developer and validated analytics data with Oracle SQL queries to troubleshoot data inconsistencies.
• Monitored network, system, and application performance (CPU, memory, network) across Linux and Windows environments using internal tools.
• Performed Root Cause Analysis (RCA) for production issues including data ingestion failures, analytics discrepancies, and edge-to-cloud connectivity problems; created RCA and impact analysis documents.
• Handled downtime incidents and restored data connectivity to ensure uninterrupted service delivery. Resolved application configuration, authentication, and runtime issues impacting analytics services.
• Connected to client systems via AnyDesk & TeamViewer for remote troubleshooting.
• Created and managed incident and service tickets using Jira and ServiceNow. Maintained documentation, SOPs, and daily operational reports.

B.E. - Computer Science Engineering (2020)