Diwakar Khemani
Senior Cloud Operations & Application Engineer
Summary
Senior Cloud & Application Support Engineer with 7+ years of experience in enterprise SaaS, hybrid, and cloud environments. Proven expertise in AWS operations, application support, and service delivery with a strong focus on automation, security, and performance optimization. Skilled in incident, problem, and change management within ITIL frameworks, ensuring high availability and business continuity.
Overview
8
8
years of professional experience
Work History
Support Solutions Specialist
Hexagon Manufacturing Intelligence (ETQ)
11.2022 - 06.2025
- Supporting an enterprise-level software solution comprised of over 65 available modules, some with a high level of configuration. Assist on-premise, SaaS, and hosted clients.
- Troubleshoot product integration issues related to LDAP, SSL, SSO, SAML, etc.
- Troubleshoot product-to-web application connections (Apache Tomcat).
- Troubleshoot issues related to installing the ETQ promotion tool and/or issues experienced during the promotion process. Troubleshoot integration issues with other enterprise systems. Experience in production application support, supporting web applications on MS Windows/Linux servers.
- Enacted as a bridge between the development and testing teams, raising bugs post-testing analysis for issues. Developed a knowledge base of common issues and solutions to improve customer self-service, and reduce the need for technical support.
- Streamlined operational processes and collaborated with management to implement process improvements.
- Implemented proactive monitoring frameworks (AWS CloudWatch, Site24x7) to reduce downtime incidents.
- Automated deployments using GitLab CI reduce release downtime by 30%.
- Led root cause analysis for recurring issues in coordination with the Development, QA, and Security teams.
- Created a knowledge base and SOPs, improving first-call resolution rates by 20%.
Consultant
Analec Infotech Pvt Ltd
04.2021 - 10.2022
- Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
- Expertise in complete Software Development Life Cycle Implementation, upgrades, production support, roll-out and enhancement as per business requirement, testing and go-live assistance till post implementation support.
- Monitoring/Testing proper deployments on UAT environment, third party integration checks on daily basis, audits and editing interactions in the Database.
- Ownership of End-to-End handling of Tickets and Escalation Management from all the major clients. Responsible for providing Analytical data on the ticket’s lifecycle.
- Executing SQL queries for providing data and desired output for application as per requirement of Bank Team.
- Performing quality assurance (functional testing) and user acceptance testing facilitating on-time, on-budget and acclaimed “go-live” of the application. Performing Deployments of Application over different tools and troubleshooting of issues. Fixing up the software issues by taking the remote access of the customer’s mobiles to ease out customer effort.
- Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers. Identify the process and product challenges and file a Bug accordingly in order to enhance the project mechanism.
- Working on JIRA ticketing tools in order to resolve the escalated cases.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
Product Support Specialist
Accenture Solutions Private Limited
10.2018 - 04.2021
- Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
- Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers.
- Data Mining: Collected, cleansed and analyses of structured and unstructured data used for team initiative outcomes.
- Review audit findings and tracking corrective action plan and provide regular reporting to the management
- Requirement gathering and Analysis of requests raised. Diagnosing and fixing the issues related to Google Pixel. Identify the process and product challenges and file a Bug accordingly in order to enhance the project mechanism.
- Creating and managing tickets in Cases. Working on JIRA ticketing tools in order to resolve the escalated cases.
Senior CTS
Dell
08.2017 - 09.2018
- Providing Support on the applications over the phone or email.
- Troubleshooting the hardware and software issues related to Dell laptops and desktops for the out of warranty customers.
- Diagnosing and fixing the issues related to Dell laptops and desktops.
- Creating and managing tickets in REMEDY.
- Fixing up the software issues by taking the remote access of the customers systems to ease out customer effort.
- Helping clients to resolve their following system related issues:- Windows issue, PC tune up, Slow performance, Printer, troubleshooting, Internet troubleshooting, Virus issues
- Client handling in an efficient manner and assisted them in resolving their queries.
- Handling problem related to tools and scrubbing data.
Education
B.Tech - Electronics and Communications
Rayat Institute of Engineering and Technology (P.T.U)
11.2015
Senior secondary - undefined
K V 3 BRD
05.2011
Higher Secondary - undefined
AFS 12 Wing
07.2009
Skills
Cloud Platforms: AWS, SaaS, Hybrid, On-Premises
Server Administration: Windows Server, Linux (Ubuntu, CentOS), Apache Tomcat
Monitoring & Logging: AWS CloudWatch, Site24x7, Log Analysis
Security & IAM: IAM Policies, Okta, SSO, SAML, SSL, LDAP
Databases & Tools: MySQL, MS-SQL, Salesforce, JIRA, ServiceNow, Remedy
ITSM & Testing: Incident/Problem/Change Management, RCA, UAT, Functional Testing
Automation & DevOps: Deployment Pipelines (GitLab CI), Patch Compliance Automation
Other Skills: Knowledge Base Development, Escalation Management, Client Training
Certifications
- Complete Data Science and Bootcamp, Udemy AUGUST 2020 — AUGUST 2020
- Sql and MySql for Data Analytics, Udemy APRIL 2020 — APRIL 2020
- SQL and Relational Databases 101, IBM Developer Skills Network. SEPTEMBER 2023 — SEPTEMBER 2023
- Data Science Methodology, IBM Developer Skills Network. SEPTEMBER 2023 — SEPTEMBER 2023
Timeline
Support Solutions Specialist
Hexagon Manufacturing Intelligence (ETQ)
11.2022 - 06.2025
Consultant
Analec Infotech Pvt Ltd
04.2021 - 10.2022
Product Support Specialist
Accenture Solutions Private Limited
10.2018 - 04.2021
Senior CTS
Dell
08.2017 - 09.2018
Senior secondary - undefined
K V 3 BRD
Higher Secondary - undefined
AFS 12 Wing
B.Tech - Electronics and Communications
Rayat Institute of Engineering and Technology (P.T.U)
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