Rahul R L
Lead l -- Cloud Infrastructure Analyst at UST.
- Role
- Lead i Cloud Infrastructure Analyst at UST
- Location
- Thiruvananthapuram, KL, IN
- LinkedIn followers
- 500 followers
About Rahul R L
As an accomplished Team Lead, I have a demonstrated history of success at UST Global Trivandrum, where I have enhanced operational efficiency and customer satisfaction through proficient application support and effective stakeholder management. Proficient in various application support tools, my expertise lies in boosting team performance and providing superior client support. I am an organized and reliable professional adept at juggling multiple priorities with an upbeat attitude, always ready to assume additional responsibilities to achieve team objectives.
Experience
Lead i Cloud Infrastructure Analyst
Feb 2025 — Present · Trivandrum, IN
Led a high-performing team of L2 support technicians for a Fortune 500 client, ensuring enterprise system reliability and exceptional user experience across global operations. Spearheaded efforts to uphold 97%+ SLA compliance while managing escalations, mentoring junior staff, and driving continuous improvement. • Operational Excellence: Maintained consistent SLA adherence across time zones, proactively addressing issues to minimize downtime and disruption. • Automation & Monitoring: Rolled out automation and monitoring solutions that significantly reduced ticket inflow and improved Mean Time to Resolution (MTTR). • Cross-functional Collaboration: Partnered closely with engineering and development teams to investigate and resolve root-cause issues, reducing repeat incidents and improving system stability. • Knowledge Enablement: Delivered in-house training sessions, maintained technical documentation, and supported faster onboarding through knowledge sharing. • UAT & Release Support: Participated in and validated monthly User Acceptance Testing (UAT) cycles to ensure smooth feature rollouts and reduce post-deployment issues.
Education
MG College, Thiruvananthapuram
Bachelor of Arts - BA
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