Pasunoori Vikas
Site Reliability Engineer • Hanamkonda, Telangana • v*************@gmail.com • +91*******851 • linkedin.com/••••• • drivetube.ai/•••••
Professional Summary
Site Reliability Engineer with 4 years of experience providing 24×7 production support, incident management and SRE-driven operations for enterprise voice and IVR platforms. Experienced supporting Microsoft Nuance (V2T, Mix, Gatekeeper) and NICE CXone IVR, with hands-on monitoring, Linux troubleshooting, runbook creation and automation using Shell/Python. AWS Certified Solutions Architect – Associate with practical exposure to containerization, CI/CD and IaC through lab and project work.
Technical Skills
Programming Languages: Bash,Python,Shell Scripting
Cloud and DevOps: Amazon EC2,IAM,VPC,S3,Route53,ELB,Auto Scaling,CloudWatch,EBS,RDS,ECS,EKS,Lambda,SSM,Docker,Kubernetes,Jenkins,Terraform,GitHub Actions,Helm,YAML,CI,CD
Tools and Methodologies: Git,GitHub,Jira
Linux: Linux Administration,SSH,Process Management,File Permissions,Networking
Monitoring and Observability: PagerDuty,Grafana,Zenoss,Prometheus
ITSM and Collaboration: Microsoft IcM,Confluence,Incident Management
Concepts: Infrastructure as Code,Containerization,Major Incident Management,Root Cause Analysis,Problem Management,Change Management,Release Management,SLA Management,High Availability,Disaster Recovery,Production Support,Site Reliability Engineering
Work Experience
Infosys Limited
Senior Systems Engineer
Mar 2022 – Mar 2026
Worked at Infosys (IT services) providing 24×7 production support for Microsoft Nuance (V2T, Mix, Gatekeeper) and NICE CXone IVR solutions; focused on incident response, monitoring and deployment validation.
Tech Stack: PagerDuty, Grafana, Zenoss, Microsoft IcM, Jira, Confluence, Linux, Bash, Shell Scripting
- Provided 24×7 production support for Microsoft Nuance V2T, Mix and Gatekeeper across multiple environments; triaged and resolved P1–P3 incidents using PagerDuty and Zenoss while ensuring SLA compliance.
- Managed incident lifecycle in Microsoft IcM and Jira: created incident records, led bridge calls with SRE, Infrastructure and Development teams, and coordinated remediation and post-incident validation.
- Performed Linux system administration and log analysis (Bash, SSH), executed diagnostic commands and scripts to locate faults and apply workarounds to restore voice and IVR services during outages.
- Authored and maintained runbooks, SOPs and Confluence KB articles for operational tasks and incident playbooks; mentored new team members on on-call procedures and runbook usage.
- Participated in RCA and post-incident reviews, producing documented findings and tracked remediation tasks to address root causes and reduce recurrence of similar incidents.
- Supported production deployments and release activities by executing pre/post-deploy validation, coordinating rollbacks when required, and developing Shell/Python scripts to automate repetitive operational checks.
Education
Vaagdevi College of Engineering
B.Tech – Civil Engineering
VMR Polytechnic
Diploma – Civil Engineering
Cambridge High School
SSC
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