Kathyayini Valluru
Technical Support Engineer with DevOps expertise
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About
Dedicated and analytical Technical Support Engineer with 4 years of experience in enterprise application support, incident management, and root cause analysis. Proven ability to resolve over 10,000 technical support tickets, exceeding SLA targets and maintaining high customer satisfaction. Possesses strong troubleshooting skills across hardware, software, and cloud environments, including AWS, Docker, and Kubernetes.
Eager to leverage telecommunications and customer service expertise to excel as a Field Fiber Installations Technician at Centric Fiber Op Co.
Experience
AI Expert Contributor – DevOps (Contract) - Snorkel AI
(2026-02)
- Evaluate AI-generated code, DevOps workflows, and cloud infrastructure for correctness, functionality, and production readiness.
- Test AI-generated software solutions against project requirements and identify functional defects.
- Troubleshoot software, infrastructure, and deployment issues across Linux and cloud environments.
- Review Docker, Kubernetes, Terraform, AWS, CI/CD pipelines, and infrastructure automation.
- Analyze logs, identify root causes, and recommend corrective actions.
- Validate software quality, reliability, security, and performance.
- Prepare technical evaluation reports and provide actionable engineering feedback.
- Collaborate with engineering teams to improve AI-generated software quality and accuracy.
- Improved quality and reliability of AI-generated DevOps and software engineering solutions.
- Successfully evaluated production-ready cloud infrastructure and automation projects.
- Demonstrated strong analytical, troubleshooting, and technical documentation skills.
Technical Support Engineer → Technical Team Lead - Achala IT Solutions
(2018-12 - 2022-11)
Client: BMW Group & Rolls-Royce Motor Cars
- Delivered Tier 1, Tier 2, and Tier 3 technical support for enterprise applications supporting BMW Group and Rolls-Royce Motor Cars.
- Served as the primary point of contact for customer incidents, technical issues, and service requests.
- Resolved 10,000+ technical support tickets while consistently meeting SLA targets and maintaining high customer satisfaction.
- Diagnosed and resolved hardware, software, operating system, application, and production issues using structured troubleshooting methodologies.
- Managed incidents, service requests, and problem tickets using ITSM, Jira, and enterprise ticketing systems.
- Performed Root Cause Analysis (RCA) to identify recurring issues and implement permanent solutions.
- Escalated complex incidents to development and infrastructure teams while maintaining end-to-end ownership until resolution.
- Installed, configured, upgraded, and supported enterprise software applications.
- Assisted users with password resets, account issues, software installations, system configuration, and application troubleshooting.
- Provided technical support through phone, email, remote desktop, and ticketing systems.
- Monitored production applications, analyzed logs, and resolved critical incidents to minimize downtime.
- Created knowledge base articles, SOPs, and technical documentation to improve first-call resolution.
- Participated in Incident, Problem, Change, and Defect Management processes.
- Coordinated with cross-functional teams to resolve high-priority production issues.
- Mentored junior engineers and led daily support activities after promotion to Technical Team Lead.
- Ensured SLA compliance and maintained accurate incident documentation.
- Communicated technical solutions clearly to technical and non-technical users.
- Successfully resolved 10,000+ technical support tickets with excellent customer satisfaction.
- Promoted to Technical Team Lead based on technical expertise, leadership, and customer service excellence.
- Maintained 100% SLA compliance while supporting mission-critical enterprise applications.
- Reduced recurring production issues through improved troubleshooting documentation and knowledge sharing.
Education
Bachelor of Technology (B.Tech) - Computer Science and Engineering - Jawaharlal Nehru Technological University Anantapur (JNTUA) (2014-06 - 2018-06)
