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Dynamic IT Project & Infrastructure Support Engineer with a proven track record at Amazon, driving technology upgrades and system integrations. Expert in project management and stakeholder communication, achieving 95% first-contact resolution. Skilled in cloud-based platforms and infrastructure support, enhancing operational stability and efficiency across multi-site environments.

18+ years with diverse experience in AWS, AZURE, VMware, DevOps, Continuous Monitoring, IVR platform, Operational Application-Production support & Lean Process Management. ITIL V3 foundation certified. Onsite experience working from client’s premises. Worked as an Onsite platform operations coordinator between Client & Off-shore team. Primarily engaged in gathering requirements for 24/7 support based on ITIL Methodologies, training offshore staff on various SOPs. Provide monthly performance metrics to the Senior Management as well as to clients. Act as a Liaison between Client Services Managers and Platform Operations team. In depth understanding of customer service operations, Business to Business support, self-motivated, with ability to work in an unstructured environment with little direction. A committed team player, with proven ability to exceed goals, share best practices and drive continuous process improvements. Has a high degree of commitment and can be relied upon to complete assigned task, Proactive and energetic to work in mission-critical and start up environment. Managing and operation of infrastructure in AWS and On-Premise clouds. Managed and monitored customer instances/servers for uptime and reliability Participated in product engineering meetings to ensure product features and patches comply with cloud deployment standards. Manage a global team of full-time employees, managed services, and vendor partnerships Handle escalated issues and work closely with the operations team to resolve issues. Validate problem descriptions and perform detailed problem diagnosis. Supporting Shift Leads in management / coordination of shift work where necessary Provide solution guidance to the team by inculcating leading practices in the recommended designs, patterns, leading practices, solution architecture, performance & design considerations. Manage all aspects of a highly technical team operating a large-scale Software as a Service, Infrastructure as a Service and Cloud as a Service. Reviewing and managing technical requirements and business functional requirements for establishing new cloud messaging platforms (Slack). Weekly and Monthly report on all projects tasks and hours report to internal and external stakeholders for accounting purposes DevOps tools management and automation – Gitlab CE, Jenkins, Dockers and Nexus. Continuous Monitoring tools Nagios, Datadog Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Systems and Infrastructure Support specialist with over 6 years of experience supporting enterprise Windows environments, endpoint operations, identity management, cloud services, and enterprise infrastructure in large-scale commercial settings.
Demonstrated experience managing Microsoft 365, Active Directory, virtualization environments, ServiceNow operations, endpoint lifecycle management, and service restoration activities for enterprise users and business continuity.
Experienced in debugging complex infrastructure issues, ensuring operational availability, streamlining support processes, and collaborating with infrastructure, security, networking, and operations teams.
CompTIA Security+ certified.

NAVEEN SAGGAM

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Infrastructure & Support Engineer

Production Support Engineer

Application Support Engineer

Education

B.Tech - Computer Science Engineering

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Infrastructure & Support Engineer

Production Support Engineer

Application Support Engineer

B.Tech - Computer Science Engineering

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