AMAL SANTHOSH
Summary
Experienced 1stLine IT Support Engineer with 5+ years of delivering technical support across desktop, cloud, and infrastructure environments. Proven ability to resolve escalated issues, support Microsoft 365 and Active Directory environments, and maintain high service availability in fast-paced managed services settings.
Strong background in incident management, troubleshooting, and customer support, with hands-on experience across AWS, Azure, Windows environments, and ITSM tools. Adept at working collaboratively with 1st and 3rd line teams to deliver efficient and reliable IT services. Detail-oriented 2nd Line IT Support Engineer with a solid foundation in delivering technical support across desktop, cloud, and infrastructure environments. Resolved escalated issues and maintained high service availability in fast-paced managed services settings through effective collaboration and incident management. Focused on enhancing operational efficiency and ensuring seamless IT service delivery.
Overview
6
6
years of professional experience
1
1
Certification
Work History
1st Line Engineer
IBS Software Ltd
01.2024 - 01.2025
- Led a team of application support engineers delivering 24×7 support for business-critical enterprise systems, ensuring high availability and service continuity across multi-client environments
- Acted as a primary escalation point for high-severity incidents, driving rapid resolution and restoring services within strict SLA targets
- Managed end-to-end incident lifecycle (logging, prioritisation, investigation, resolution, closure) using ITSM tools aligned with ITIL best practices
- Coordinated daily support operations, including ticket queue management, workload allocation, and priority handling, improving response and resolution times
- Performed advanced troubleshooting across Windows Server, Active Directory, Microsoft 365, Azure, and networking (DNS, DHCP, VPN) environments
- Supported Microsoft 365 services (Exchange Online, Teams, Outlook) including authentication, access, and collaboration-related issues
- Provided operational support for Azure-hosted infrastructure (VMs, networking, monitoring) ensuring system performance and availability
- Delivered user and endpoint support, including software installation, device configuration, hardware troubleshooting, and remote support
- Assisted with user onboarding/offboarding, account provisioning, access management, and permissions via Active Directory and M365
- Contributed to patching, updates, and vulnerability remediation, ensuring systems remained secure and compliant
- Participated in Change Advisory Board (CAB) meetings, supporting controlled releases, deployments, and governance processes
- Produced detailed Root Cause Analysis (RCA) reports and implemented preventive actions, reducing recurring incidents and improving stability
- Collaborated with cross-functional teams (development, infrastructure, cloud) to drive continuous service improvement and system optimisation
- Mentored junior engineers, improving team capability, knowledge sharing, and service quality
- Supported device lifecycle management, including deployments, upgrades, and hardware refresh activities
IT Support Engineer
IBS Software Ltd
01.2022 - 01.2024
- Provided technical support for enterprise applications and Windows environments
- Delivered IT support within a Managed Service Provider (MSP)-style environment, supporting multiple enterprise clients across hybrid infrastructure
- Diagnosed and resolved performance and system-related issues
- Supported Multi-Factor Authentication (MFA) including user setup, troubleshooting login issues and secure access management.
- Supported patching, upgrades, and system maintenance activities
- Maintained SLA compliance through effective incident prioritisation and resolution
- Collaborated with infrastructure and support teams to ensure service reliability
Support Engineer
Infosys Ltd
01.2019 - 01.2022
- Delivered 1st line support across Windows and Linux environments
- Provided end-user and system support, troubleshooting hardware, software, and access issues
- Led major incident bridges and coordinated technical teams during outages
- Supported network and connectivity troubleshooting, including DNS-related issues
- Assisted in disaster recovery testing and system resilience planning
- Maintained clear documentation of issues, fixes, and processes
Education
Bachelor of Computer Applications -
Santhigiri College Vazhithala
Thodupuzha01.2019
Skills
- 2nd Line IT Support & Escalation Handling
- Microsoft 365 (Exchange Online, Outlook, Teams, SharePoint)
- Active Directory (User Management, Group Policy, Password Resets)
- Windows 10 / 11 & Windows Server Administration
- Azure (Virtual Machines, Monitoring, Networking Basics)
- Basic Networking (DNS, DHCP, TCP/IP, VPN, Connectivity Issues)
- ITSM Tools (ServiceNow, Remedy Force, Jira)
- Remote Support Tools (RDP, Remote Desktop, Remote Troubleshooting)
- Hardware Support (Laptops, Desktops, Printers, Peripherals)
- Incident, Problem & Change Management (ITIL)
- Customer Service & End-User Support
- Documentation & Knowledge Base Management
Certification
- Operating Systems: Windows 10, Windows 11, Windows Server 2012/2016/2019/2022
- Cloud: Microsoft Azure, AWS
- Microsoft Stack: Microsoft 365, Exchange Online, Teams, SharePoint
- Directory Services: Active Directory, Group Policy
- Monitoring: Azure Monitor, Log Analytics, Grafana, Zabbix
- ITSM Tools: ServiceNow, Remedy Force, Jira, Confluence
- Databases: SQL Server, MySQL
Accomplishments
- Awarded Team Camp Award in recognition of outstanding collaboration, leadership contribution, and consistent delivery of high-quality service within a high-performance IT operations team., 2024-01-01
- Recognised with the Team Camp Award for driving service excellence, maintaining high SLA compliance, and supporting successful project and deployment outcomes., 2025-01-01
Custom Section
Full right to work in the UK - no sponsorship required
Websites, Portfolios and Profiles
Availability
Available for hybrid / on-site work
Timeline
1st Line Engineer
IBS Software Ltd
01.2024 - 01.2025
IT Support Engineer
IBS Software Ltd
01.2022 - 01.2024
Support Engineer
Infosys Ltd
01.2019 - 01.2022
Bachelor of Computer Applications -
Santhigiri College Vazhithala