Kashish Tyagi

About Kashish Tyagi

Skilled product support engineer with over 7 years of experience in the IT industry…

Experience

1. Production Support Engineer 2

   Epsilon

   Apr 2022 — Present · Bengaluru, IN

   As a Product Support Engineer L2 at Epsilon, I provide advanced technical support and platform reliability across mission-critical systems in a global enterprise environment.Key Responsibilities: • Provide L2/L3 support for complex technical issues, ensuring swift resolution and minimal service disruption. • Lead high-priority incident bridge calls, coordinating with multiple teams to drive resolution. • Manage case lifecycle through ServiceNow and JIRA, consistently meeting SLA targets. • Administer user access to OKTA Admin UI, Kibana, and internal infrastructure. • Create and implement monthly patching plans, aligning with client approvals and maintenance windows. • Support patching and upgrade activities across Oracle DB,Platform, UNIX and Windows systems. • Suppress false-positive alerts and monitor infrastructure health using ThousandEyes, OpsRamp, and AWS tools. • Execute tenant upgrades, including IP whitelisting and disk space scaling. • Perform pre/post-patching activities—service restarts, API checks, and DX connectivity validation. • Monitor and maintain AWS environments (EC2, Load Balancers, S3), ensuring uptime and performance. • Generate and distribute key reports: SLA adherence, production access control, and seasonal load analysis. • Triage P1/P2 incidents, provide client-facing updates, and escalate where necessary. • Create knowledge articles (KX) and automation scripts (PDDs) to streamline internal operations. • Collaborate daily with cross-functional teams to address issues across infrastructure, security, and DevOps domains.

Education

• Dr. A.P.J. Abdul Kalam Technical University

  Bachelor of Technology - BTech

  2014 — 2018