Shiv Kumar
Escalation Support Engineer @Persistent Systems | Ex-InfoBeans | Ex-Big Oh Tech | Ex-Nagarro | Expert in System Administration, Infrastructure Management & Technical Support 🚀
- Role
- Support Escalation Engineer at Persistent Systems
- Location
- Indore, MP, IN
- LinkedIn followers
- 500 followers
About Shiv Kumar
Experienced IT professional with 5+ years of expertise in IT support, system…
Experience
Support Escalation Engineer
Sep 2025 — Present · Pune, IN
Advanced Issue ResolutionHandle complex technical issues escalated from Level 1 or Level 2 support teams.Troubleshoot hardware, software, network, and system-related problems efficiently.System & Infrastructure ManagementMonitor and maintain servers, endpoints, and IT infrastructure for optimal performance.Ensure system configurations and updates comply with organizational standards.Incident Analysis & Root Cause IdentificationPerform in-depth analysis to identify the root cause of recurring or critical incidents.Recommend long-term solutions to prevent future issues.Collaboration with Cross-Functional TeamsWork closely with development, network, and security teams for issue resolution.Provide technical insights during change management and release processes.Customer & Stakeholder CommunicationCommunicate updates on critical issues to clients or internal stakeholders.Ensure timely and professional resolution while maintaining high customer satisfaction.
Education
IPS ACADEMY, Indore
Bachelor of computer application, Computer Science
2021
Lovely Professional University
Master of Computer Applications - MCA, Computer Science
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