Suraj Krishna Kokkirala
Engineer @ ServiceNow
- Role
- Senior Technical Support Engineer at ServiceNow
- Location
- San Francisco, CA, US
- LinkedIn followers
- 500 followers
About Suraj Krishna Kokkirala
Technology professional with 8+ years of experience in enterprise technical support…
Experience
Senior Technical Support Engineer
Jan 2023 — Present · Santa Clara County, CA, US
Lead technical support for MID Server, Discovery, and Event Management on the ServiceNow platform,resolving real-time issues for enterprise clients.• Use JavaScript to build and implement workarounds that minimize service disruptions during live incidents.• Execute and validate SQL commands during Discovery troubleshooting to ensure accurate infrastructure datacollection.• Reference third-party documentation (e.g. AWS, Azure) to troubleshoot integrations and environment-specificissues.• Integrate third-party monitoring tools like Dynatrace, Netcool, and Zabbix to enhance visibility and automateevent management workflows.• Contributed to ServiceNow’s GenAI initiative, helping engineers automate repetitive support tasks andenhance resolution efficiency through AI-driven solutions.• Awarded the Llama Award (Q2 2025) for exceptional technical contributions and customer impact.• Analyze logs, system behavior, and network traffic to identify root causes and drive rapid issue resolution.• Collaborate with engineering teams to escalate critical bugs and contribute to ongoing platform enhancements.• Author detailed knowledge base articles to document solutions, promote self-service, and scale technicalsupport.
Education
California State University-Sacramento
Master's degree, Computer Science
2018 — 2021
Mahatma Gandhi Institute of Technology
Bachelor's degree, Computer Science
2012 — 2016
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