SUMANTH ERUGURALLA
Technical Support Engineer
Hyderabad
Summary
Technical Support Engineer with experience managing incident triage, ServiceNow workflows, and SLA-driven production support in 24x7 environments. Leads P1/P2 restoration by coordinating resolver groups, running bridge calls, and keeping stakeholders informed through resolution. Strengthens service reliability through root cause analysis, documentation, and continuous improvement actions.
Overview
5
5
years of professional experience
Work History
Technical Support Engineer
Upgrad Education Pvt. Ltd
04.2024 - 07.2026
- Lead Major Incident Management (P1/P2) by driving bridge calls, coordinating cross-functional infrastructure and application teams, and ensuring rapid service restoration with minimal business impact.
- Collaborate with technical teams to accelerate troubleshooting, root cause analysis, and resolution of high-priority production issues.
- Manage the end-to-end lifecycle of incidents and service requests using ServiceNow, ensuring high system availability, business continuity, and SLA compliance in a 24x7 production environment.
- Provided timely stakeholder communication and executive updates during critical incidents, ensuring transparency and informed decision-making throughout incident lifecycle.
- Provide timely stakeholder communication and executive updates during critical incidents, ensuring transparency throughout the incident lifecycle.
- Supported Change Management activities by reviewing change impacts, coordinating approvals, and mitigating risks associated with production changes, ensuring smooth implementation.
- Generated operational reports and SLA dashboards, analyzed incident trends, and contributed to Continuous Service Improvement (CSI) initiatives, enhancing service reliability.
- Maintain comprehensive incident documentation, knowledge articles, and post-incident records while demonstrating strong analytical, problem-solving, and time management skills.
Operations Associate
International Knowledge
12.2022 - 02.2023
- Monitored incident progress and provided timely updates to stakeholders.
- Compiled operational reports and dashboards.
- Monitored incident progress and ensured timely updates.
- Compiled operational reports and dashboards to support decision-making.
- Ensured quality customer communication to enhance user satisfaction.
IT Support Analyst
Think and Learn Pvt. Ltd
11.2021 - 10.2022
- Coordinated incident logging, tracking, assignment to ensure timely resolution.
- Facilitated communication during service disruptions to keep stakeholders informed.
- Provided stakeholder updates.
- Maintained post-incident documentation and knowledge articles to support future incident responses.
- Supported operational process improvements
Education
B.Tech - Mechanical Engineering
ITM University
Gwalior01-2020
Skills
ServiceNow
Incident management
Major incident management (P1/P2)
ITIL
Change management
Problem management
Service restoration
Escalation management
Root cause analysis
Production support
Stakeholder management
SLA management
Continuous service improvement
Operational reporting
ITSM
Timeline
Technical Support Engineer
Upgrad Education Pvt. Ltd
04.2024 - 07.2026
Operations Associate
International Knowledge
12.2022 - 02.2023
IT Support Analyst
Think and Learn Pvt. Ltd
11.2021 - 10.2022
B.Tech - Mechanical Engineering
ITM University