Nitish M.

Provided front-line technical support for a B2B SaaS platform, effectively triaging and resolving a majority of incidents across the application, API, and data layers before further escalation. Managed the complete ITSM ticket lifecycle using Jira Service Desk, focusing on the logging, prioritization, and resolution of tickets within established Response and Resolution SLA parameters, ensuring high customer satisfaction through effective communication with both technical and non-technical stakeholders. Assisted in the creation and maintenance of internal Standard Operating Procedures (SOPs) and runbooks, enhancing consistency and reducing resolution time for recurring issues. Addressed issues related to end-user access, authentication (SSO/OAuth), and platform usability, mentoring non-technical users and refining ambiguous reports into clear, actionable tickets. Coordinated responses for high-severity incidents, ensuring effective cross-functional escalation and maintaining communication with stakeholders throughout the process, while also producing post-incident Root Cause Analysis (RCA) documentation. Diagnosed application and connectivity problems utilizing Graylog and browser DevTools, monitored system health through Grafana and New Relic, and flagged any anomalies to on-call teams. Employed SQL (MS SQL Server) and Trino for data querying and validation, developing Python automation scripts to streamline repetitive tasks and enhance handling efficiency. Leveraged AI tools such as Claude AI and ChatGPT to speed up troubleshooting, craft customer communications, and generate scripts and queries on demand.