Dinesh Perumal
Ottawa
Summary
Highly skilled Cloud Support Analyst with over 8 years of experience in application support, manual testing, and troubleshooting in cloud-based environments. Adept at providing technical support for SaaS applications with a strong understanding of cloud infrastructure, Azure services, and QA methodologies. Proven track record of managing and delivering high-quality solutions across multiple global projects. Expertise in diagnosing and resolving complex issues, ensuring system performance, and collaborating with cross-functional teams to optimize cloud environments. Strong communicator with a keen ability to prioritize and manage support tickets, drive incident resolution, and implement best practices to enhance cloud service reliability and performance.
Overview
10
10
years of professional experience
Work History
Cloud Support Analyst III
Zafin Software Center of Excellence Private Limited
01.2017 - Current
- Fully understand specific client implementation end to end, by participating with the project team at various levels of Business Study, database design, implementation, and deployment phase
- Collaborate closely with Product, Platform Engineering, and DevOps teams to introduce operational improvements, enhance system resiliency, and optimize cloud infrastructure performance.
- Conduct thorough Root Cause Analysis (RCA) for Severity 1 and 2 incidents, providing detailed reports and ensuring effective communication with stakeholders.
- Lead external client escalation calls, offering technical insights and solutions to resolve high-priority issues.
- Create and automate a regression suite for a specific project, integrating all internal and external test cases
- Execute performance testing and benchmarking on the target platform
- Provide L2 Application support on Zafin’s products to clients by carrying out root-cause analysis of incidents/problems escalated by the L1 support team
- Create and update a knowledge base repository to be used by the client and customer support team
- Build rapport with stakeholders to strengthen the process and support delivery
- Develop the capability of the downline team member(s), motivating them to pursue their goals
- Provide mentoring and help to the team member(s) to continually improve Quality, Productivity, and overall support
- Work with clients closely and ensure the tickets are resolved as per the agreed SLA
- Participate in a rotating on-call schedule, providing 24/7 availability for critical incidents and minimizing downtime.
- Enhance monitoring and tracking systems (e.g., Azure Monitor, ELK, Log Analytics) to proactively detect, troubleshoot, and resolve potential issues.
- Maintain compliance with all company policies and procedures
ENODE B ENGINEER
RELIANCE JIO INFOCOMM PVT LTD.
04.2015 - 11.2016
Education
BACHELOR OF ENGINEERING - ELECTRICAL AND ELECTRONICS ENGINEERING
NARAYANAGURU COLLEGE OF ENGINEERING
Marthandam, Tamilnadu01.2013
Skills
- Customer Engagement Strategies
- SaaS Application Expertise
- Database Oversight
- Structured Query Language Expertise
- Expertise in PSQL Queries
- Quality Assurance Testing
- Automation Testing Proficiency
- Azure Kubernetes Service
- Azure Monitor & Log Analytics
- Troubleshooting & Performance Tuning
- Application support
- Incident management
- ITIL processes
Tools And Systems
- Selenium WebDriver Testing and TestNG
- Zendesk
- Red Carpet
- Jira
- SoapUI/Postman
- Putty
- WinSCP
- Git
- Azure CLI & PowerShell
- Azure Application Insights
- Datadog
Project Engagement
- Barclays Bank, Pricing and Billing, Europe
- Scotia Bank, Pricing and Billing, North America
- Toronto Dominion Bank, Pricing and Billing, North America
- HSBC, Pricing and Billing, Europe
- Bendigo, Pricing and Billing, Australia
- ANZ, Pricing and Billing, Australia
Personal Information
Date of Birth: 02/23/92
Disclaimer
I hereby declare that all the above-mentioned information is true to the best of my knowledge.
Languages
English
Full Professional
Timeline
Cloud Support Analyst III
Zafin Software Center of Excellence Private Limited
01.2017 - Current
ENODE B ENGINEER
RELIANCE JIO INFOCOMM PVT LTD.
04.2015 - 11.2016
BACHELOR OF ENGINEERING - ELECTRICAL AND ELECTRONICS ENGINEERING
NARAYANAGURU COLLEGE OF ENGINEERING
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