Jithin Raju Email & Phone Number

I take pride in crafting and designing advanced cloud solutions, specializing in Apache CloudStack. I am responsible for architecting resilient cloud infrastructures that align with specific business requirements. Actively engaged in the Apache CloudStack community, I contribute significantly through comprehensive testing, meticulous feature reviews, and validating critical bug fixes. My role extends to providing extensive support for seamless CloudStack installations, ensuring deployment excellence and optimal performance.

Bengaluru, Karnataka, India

Lead a team of technical support engineers for production cloud deployments with Rovius CloudPlatform - IaaS Cloud orchestration software (powered by apache cloudstack) and CloudPortal Business Manager an Integrated cloud services delivery and business management platform; delivering post-sales support for the customers worldwide.Reduced the resolution time of cases by 50% by streamlining the support process and implementing daily stand-up calls in each shift. Reduced the feature request backlog from 5 years to 3 months by collaborating with engineering management and product management. Transitioned the Japanese language support team from the vendor to an in-house resource improving the cost-effectiveness and efficiency of support for the Japan region. Performed market analysis for FY23 product strategy.Worked with customers to create new features and solutions and improved existing ones to better address their needs.

Bengaluru, Karnataka, India

Performed troubleshooting, reproducing, and determining the root cause for customer reported issues and providing root cause analysis for customer issues.Handled customer escalations and worked with engineering to fix defects and regressions. Analyzed customer business model and suggested/implemented solutions as required. Contributed towards knowledge base articles. Analyzed customer’s cloud deployments and suggested, and implemented the changes as requiredGathered feature enhancement requests, and improvements from customers and drove them through Product Management to implement in the product. Provided assistance for customers during the upgrades and work closely with the QA team to make sure customer use cases are tested.Traveled to the USA to deliver training and handle customer escalations in the region.

Bengaluru, Karnataka, India

Delivered support for production cloud deployments with Citrix CloudPlatform, CPBM, and XenServer.Provided root cause analysis for customer issues. Handled customer escalations and work with development to fix defects and regressions.Troubleshoot virtualization and cloud orchestration stack based on Linux.Implemented a self-service lab for use with Citrix software support using CloudPlatform, Xenserver,Netscaler.Storage and networking I/O troubleshooting and tuning.Bottleneck detection and performance tuning.Troubleshoot and code analysis to identify behavior patterns within Citrix productsWorked with customers to resolve system outages/severity 1 eventsMentor Frontline support engineers including delivering technical trainingClose interaction with development teams, to report bugs and other issues found in the analyzed productcode (Python, Java, C++)Design and develop in-house tools for automation and fun, based mostly on Python and Bash

Bengaluru, Karnataka, India

Responsible for responding to and resolving complex customer problems via phone, email, and remote access for Citrix products: CloudPlatform & Cloud portal Business Manager.Isolate and provide resolution to customer issues or qualify the customer issue for senior-level assistance or third-party vendor assistance.Follow standard practices and procedures in analysing situations or data from which answers can be readily obtained.Use fundamental technical troubleshooting skills obtained through the performance of the role to define and isolate technical issues.Documenting frequently used solutions that could be used internally or published publicly, building and maintaining lab environments.Mentoring new hires in the team, and actively participating in knowledge sharing using technical presentations.

Bengaluru, Karnataka, India

Installation, Maintenance of Redhat Enterprise Linux, HP-UX & windows servers.Configuring RAID arrays.Taking Regular Backups to tapes, external HDDs & SAN Storage based volume snapshot backup & restore.Configuring, optimising & troubleshooting the Lab network equipped with Alcatel-Lucent & hp switches.Configuring, Administering & troubleshooting the HP storage works (Brocade) Fiber channel SAN.Maintaining RHEL PXE server, HP-UX ignite-UX server, and depot up to date with the internal software releases.Setting up the HP blade system with virtual connect, HP & Alcatel-Lucent L2 switches.Installation, administration, and support for KVM virtual machines, regular cron-based backup of virtual machines.Installation and configuration of Alcatel-Lucent Optical Network elements.Maintaining and tracking asset details & bonding.Continuous integration of newer technologies into the lab.Documenting the procedures for further use of the Client.Successfully completed a PoC with Ovirt and Gluster.

Bengaluru, Karnataka, India

Administration and maintenance of Windows XP network.Software installation and regular data backups.Physical network like configuration cabling, hubs, switches, and hosts.Configuring and Troubleshooting Windows XP, Windows 7, and, Avaya IP phones.Maintenance of computer hardware systems and system assembly.

Education record

Education record

Education record