Swathi V P
About Swathi V P
Swathi V P is an L3 Support Specialist with a decade of experience in IT, focusing on IT infrastructure and cloud-based service management. She has worked with various organizations, including HCL Technologies, VWR, Tesco HSC, and currently Nexthink, where she utilizes her expertise in ticketing tools and software support.
Work at Nexthink
Swathi V P has been employed at Nexthink as an L3 Support Specialist since 2020. In this role, she operates remotely and is responsible for managing complex support issues. Her work includes performing configuration changes and restarts on both Software as a Service (SaaS) and on-premises production systems, adhering to established change management practices. She utilizes various software support tools, including Jenkins, New-relic, Collectd, and Grafana, to diagnose and resolve issues effectively.
Professional Experience in IT
Swathi V P has over a decade of experience in the IT sector, focusing on IT infrastructure and cloud-based service management. Prior to her current role at Nexthink, she worked at VWR, part of Avantor, as an Engineer in IT Operations and Application Support from 2016 to 2020. She also held the position of System Engineer at Tesco HSC for one year in 2015-2016 and served as a System Analyst at HCL Technologies from 2012 to 2014.
Education and Expertise
Swathi V P earned her Bachelor of Technology (BTech) degree in Electrical, Electronics, and Communications Engineering from Cochin University of Science and Technology, completing her studies from 2008 to 2012. Her educational background supports her expertise in middleware administration, code deployments, and build and release management. Additionally, she holds certifications as a Nexthink Administrator, Pro, and Master.
Mentorship and Team Leadership
In her current role, Swathi V P actively mentors new joiners and is responsible for distributing tasks and incidents among team members. She conducts weekly meetings with the application development team to address ongoing Jira issues and discuss upcoming product releases. Her leadership in managing high-priority bridge calls with the global production team demonstrates her capability in team coordination and incident management.
Technical Proficiencies
Swathi V P is proficient in various ticketing tools, including Zendesk, HEAT, BMC Remedy, Service Now, and ATT-Business Direct. Her technical skills extend to using software support tools for issue diagnosis and resolution. She has experience with high-priority incident management and is adept at handling complex technical challenges in a collaborative environment.