Sneha H M

Results-driven Computer Science Engineering graduate with hands-on experience in IT infrastructure and cloud operations, L1.5 incident triage, application and infrastructure monitoring, and ITIL-based service delivery. Skilled in alert correlation, root-cause analysis, SLA adherence, patch management, and cross-functional team collaboration. Experienced in 24x7 shift operations and passionate about observability, system reliability, and continuous improvement.

Trainee Engineer – Infrastructure & Cloud Operations - Birlasoft - Bengaluru

(2024-01)

Project: Amrize – Shared Support Services, Client: Amrize (NYSE: AMRZ), Chicago, Illinois. Role: Command Center Operations – L1.5 Application & Infrastructure Support

• Performed L1.5 incident triage, validation, and initial troubleshooting for application and infrastructure alerts before escalation to L2/L3 teams, ensuring rapid response and service restoration.
• Monitored enterprise application and infrastructure health in real time using Moogsoft AIOps, correlating alerts across server, network, and application layers to identify root cause and reduce noise.
• Managed end-to-end incident lifecycle in ServiceNow (SNOW) following ITIL best practices, ensuring SLA adherence for incident response, resolution, and escalation timelines.
• Executed runbooks and SOPs for incident resolution and service restoration, documenting RCA inputs and operational procedures to build a knowledge base and reduce recurring incidents.
• Managed and maintained AWS cloud infrastructure, provisioning and optimising Windows/Linux EC2 instances for high availability, scalability, and cost efficiency.
• Administered Citrix Workspace environments, managing user sessions and performing root-cause analysis to reduce recurring incidents and improve service continuity.
• Performed daily health checks and proactive log analysis across servers, applications, and network components to minimise downtime and maintain SLA compliance.
• Executed end-to-end patch management cycles for Windows servers, enforcing security compliance with minimal service disruption.
• Implemented security best practices across cloud and on-premises infrastructure, including access controls, monitoring alerts, and vulnerability remediation.
• Collaborated with DevOps, network, and application teams to resolve infrastructure issues and support change validation, release monitoring, and deployment verification.
• Participated in 24x7 rotational shift operations, ensuring seamless handovers, consistent service delivery, and continuous monitoring of critical infrastructure.
• Provided Tier-1 and Tier-2 end-user support for cloud-hosted applications, documenting standardised troubleshooting procedures to improve operational consistency.

Bachelor of Engineering - Computer Science - JNNCE, Shimoga (2019-01 - 2023-01)

Pre-University Education - Manyatha Girls Residential PU College, Kurubarahalli (2018-01 - 2019-01)