Nitya Krupa Sagar

• Led a team of 12 support professionals managing enterprise telecom clients.
• Ensured SLA adherence across service delivery operations.
• Reduced escalation rate by 20% via structured ticket triage processes.
• Conducted performance reviews and process improvement initiatives.

• Provided L2/L3 production support for enterprise applications in high-availability
environments.
• Resolved 95% of incidents within SLA, reducing production downtime by 30%.
• Performed SQL query optimization and database performance tuning.
• Conducted root cause analysis to eliminate recurring defects.
• Coordinated with cross-functional teams during P1/P2 major incidents.
• Managed release deployments and post-release validation.

• Developed and optimized PL/SQL stored procedures, triggers, and functions.
• Performed data migration using SQL*Loader for enterprise systems.
• Automated backend batch processes using Unix shell scripting.
• Troubleshot production database issues ensuring 99% system availability.
• Maintained incident documentation and knowledge base articles.

• Managed enterprise support operations handling 100+ monthly incidents.
• Improved SLA compliance from 88% to 97% through workflow optimization.
• Led problem management reviews and preventive action implementation.
• Reduced recurring incidents by 25% through structured RCA practices.

• Managed enterprise customer escalations and service requests.
• Coordinated with IT, network, and billing teams for resolution.
• Contributed to improved customer retention and service reliability.