DHARSAN DHANARAJ
AWS-Certified CLOUD TECHNICAL SUPPORT & SITE RELIABLITY ENGINEER
+65 8650 8073 / +91 7010061193
dharsandhanaraj.click
+65 8650 8073 / +91 7010061193
dharsandhanaraj.click
🇮🇳
Indian Citizen
Home Base
🇸🇬
Singapore EP
Valid Employment Pass
🇩🇪
German Chancenkarte
Opportunity Card Visa
Global Mobility Ready
Open to Worldwide Opportunities
About Me
AWS-Certified Cloud Technical Application Support with over 9 years of specialized experience in airline IT and AI-powered operations, leveraging LLM models and intelligent automations to deliver 80% revenue growth and 50% faster incident resolution through innovative cloud solutions, microservices, and process automation.
What truly drives me is the challenge of solving high-impact problems under pressure and ensuring that behind every system there's a reliable experience for the people who depend on it. I'm now looking to take this mindset global to join a team where problem-solving, reliability, and operational ownership are valued.
👨💼
Years Experience
9+
Specialized in airline IT
↗
Revenue Growth
80%
Through operational efficiency
↙
Incident Reduction
83%
P1 incidents decreased
✅
Monthly SLA Achievement
500+
Tickets closed within SLA
💰
Annual Revenue Recovery
$2 Million
From missed booking capture
👥
Team Size
11
Engineers managed globally
Professional Experience
Career Journey & Growth
-
Senior Cloud Technical Application Support Engineer & Site Rliability EngineerTata Consultancy ServicesJanuary 2023 – Present • SingaporeGlobal Team Lead $2M Revenue Recovery 99.99% SLA
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Technical Application Support EngineerTata Consultancy ServicesApril 2019 – December 2022 • Singapore80% Alert Reduction Node.js Automation 100+ Microservices
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System EngineerTata Consultancy ServicesJune 2016 – March 2019 • IndiaFoundation Building 35% Performance Boost Security Implementation
Senior Technical Application Support Engineer & SRE
Tata Consultancy Services, Singapore Airlines
January 2023 – Present | Singapore
- Mission-Critical Operations & Executive Response: Led 24/7 support for mission-critical airline platforms (bookings, check-in, airline ops) handling 10,000+ daily transactions, acted as Global Incident Commander for Sev1 outages, issued real-time C-suite updates, achieved zero SLA breach, and implemented proactive observability that prevented hundreds of outages.
- SLA Excellence: Consistently closing 500+ tickets monthly within SLA requirements, achieving 99.99% SLA adherence through optimized incident management protocols and cross-regional triage coordination.
- Revenue Recovery: Generated $2M annual revenue through automated missed booking capture systems, implementing intelligent transaction monitoring and retry mechanisms that identify and recover lost revenue opportunities.
- Global IT Alignment & Process Optimization: Led strategic collaboration with global stakeholders to align IT support with organizational goals, implementing ITIL-based processes and automation scripts (including MySQL and DynamoDB roll forward/rollback for CRUD operations), enhancing escalation efficiency by 60% and achieving 100% SLA compliance.
- Payment Automation & Revenue Boost: Engineered comprehensive automated payment capture systems for MPGS, Adyen, and Worldpay using Java, Selenium, and Node.js, boosting booking revenue by 80%.
- Observability Enhancement: Implemented Splunk, CloudWatch, Datadog, and Dynatrace across 100+ applications, reducing incident detection time by 80%.
- Resilience Engineering & Chaos Testing: Led comprehensive chaos engineering experiments using AWS Fault Injection Simulator (FIS), simulating EC2 termination and AZ outages, confirming 99% SLO while consuming less than 0.1% monthly error budget.
- Change Management & Risk Mitigation: As a Change Advisory Board member, reviewed and approved enterprise-level changes, ensuring zero critical deployment failures and minimizing risks through metrics-driven trend analysis.
Technical Application Support Engineer
Tata Consultancy Services, Singapore Airlines
April 2019 – December 2022 | Singapore
- Monitoring Excellence: Configured dashboards for 50 microservice applications, reducing false positive alerts by 80% and saving 20 hours weekly.
- Customer Experience: Built Node.js-based retry mechanism on AWS, decreasing customer complaints by 30% for ticketing confirmations.
- System Stability: Executed patch management for critical systems, resolving 90% of JIRA tickets within 4 hours, maintaining 99% system availability.
- CDN & Security: Optimized Akamai CDN & WAF security rules, safeguarding against malicious traffic while ensuring reliable content delivery.
- Vendor Coordination: Worked with Amadeus and payment gateway providers, increasing successful booking completions by 20%.
System Engineer
Tata Consultancy Services, Singapore Airlines
June 2016 – March 2019 | India
- Problem Resolution: Investigated and resolved airline booking and payment issues through comprehensive log analysis and system behavior understanding.
- Automation Development: Developed shell scripts to streamline processes, reduce manual efforts, and accelerate root-cause identification.
- Performance Optimization: Improved system response time by 35% through targeted code optimization.
- Security Implementation: Created Git shell script using public-private key cryptography for secure server authentication.
Key Project Contributions
Enhanced Observability & Proactive Monitoring
Implemented enterprise-grade monitoring across 100+ applications using Splunk, CloudWatch, Datadog, and Dynatrace.
Created intelligent alerting systems that prevent outages through predictive analysis, pattern matching and real-time anomaly detection.
80% Faster Detection
50% Reduced Resolution Time
100+ Applications
Customer-Centric Email Automation
Built a serverless email retry system using Node.js on AWS EC2 and Aurora SQL. The system intelligently handles
failed email notifications with exponential backoff, ensuring critical booking confirmations reach customers.
30% Reduced Complaints
Serverless Architecture
Auto-Recovery Logic
Recapture System
Developed intelligent system to capture the unbilled booking items that slipped through normal processing.
Uses pattern recognition, business rule engines and routing to different payment gateways to recover lost revenue worth $1M annually.
$1M Annual Recovery
Automated Detection
Pattern Recognition
Classified
Secrets Management System (EKS/ECR)
Developed a Node.js & Express-based
application featuring AES-256-CBC encryption, role-based access control, and session-based
audit logging. Built RESTful APIs for file uploads, approvals, and notifications. Containerized
with Docker, deployed via Amazon ECR to an EKS cluster with node groups and add-ons,
ensuring enterprise-grade security for Kubernetes secrets management.
EKS Hosted
ECR Image Repository
Zero Downtime
Containerisation
Kubernetes
LLM-Powered Intelligent Operations
Pioneered integration of Large Language Models (GPT/Claude) with enterprise operations for intelligent incident analysis,
automated documentation generation, and predictive problem resolution. Created AI-assisted data extraction pipelines
using direct SSH tunnels, MCP servers and conversational AI APIs.
AI-Driven Insights
Automated Analysis
Predictive Resolution
Technical Arsenal
AWS
Java
Node.js
React.js
Kubernetes
Docker
Terraform
Splunk
Dynatrace
MySQL
DynamoDB
GraphQL
Kafka
Jenkins
Git
☁️ Cloud & Infrastructure
AWS EC2, S3, Lambda
Route 53, CloudFront
VPC, Security Groups, NACL
EKS, ECR
SQL, NoSQL
CloudWatch, SNS, SQS, SES
AWS Certificate Manager
AWS FIS (Chaos Engineering)
💻 Development & Automation
Java Spring Framework
Node.js, React.js, Next.js, Express.js
Selenium WebDriver
REST API, Soap API, GraphQL
Shell & Bash Scripting
PowerShell
YAML, JSON, XML
📊 Monitoring & Analytics
Splunk SPL
Dynatrace APM
Datadog
Glassbox
Quantum Metrics
CloudWatch
Akamai CDN
Tibco Mashery
🤖 AI & Intelligent Automation
GPT Models Integration
Claude AI
GitHub Copilot
LLM Integration
MCP Servers
Conversational AI APIs
AI Data Extraction
Intelligent Automation
🛡️ Network & Security
TCP/IP
Firewalls & Routers
AWS Transit Gateway
VPC Peering & Security
Direct Connect & VPN
Public-Private Key Cryptography
🔧 DevOps & Collaboration
ServiceNow ITSM
JIRA, Confluence
GitHub, Git
Jenkins
Docker, Kubernetes
Argo CD
Postman, Bruno
👥 Leadership & Soft Skills
Global Team Leadership
Crisis Management
Stakeholder Management
Incident Commander
Vendor Coordination
Cross-cultural Communication
Mentoring & Development
Agile Methodologies
Certifications & Achievements
AWS Certified Solutions Architect Associate
Amazon Web Services
Associate Level Certification
Valid till 2027
AWS Certified Cloud Practitioner
Amazon Web Services
Foundational Certification
Valid till 2027
Kubernetes and Cloud Native Associate
The Linux Foundation
Associate Level Certification
Professional Scrum Master I (PSM I)
Scrum.org
Agile Leadership
Splunk Core Certified User
Splunk Inc.
Data Analytics & Extraction Expert
Awards & Recognition
Excellence in Technical Leadership
Recognized for outstanding leadership in managing global engineering teams and delivering exceptional system reliability across multiple time zones.
Innovation in AI Operations
Pioneered the integration of Large Language Models with enterprise operations, setting new standards for intelligent incident management and predictive analytics.
Revenue Excellence Award
Achieved $1M annual revenue recovery through innovative missed transaction capture systems and automated payment processing optimizations.
System Reliability Champion
Maintained 99.99% SLO while reducing P1 incidents by 83%, demonstrating exceptional commitment to operational excellence and customer satisfaction.
Operational Efficiency Leader
Consistently closed 500+ tickets monthly within SLA, achieving 99% SLA compliance while leading process optimization initiatives that reduced MTTR by 65%.
Customer Experience Excellence
Reduced customer complaints by 30% through innovative email automation systems and improved payment processing reliability, enhancing overall customer satisfaction.
Education
Bachelor of Engineering - Electrical and Electronics Engineering
Bannari Amman Institute of Technology, Anna University Affiliated, Erode
2012 - 2016
CGPA: 8.48
Let's Connect
Ready to take your cloud infrastructure and support operations to the next level? Let's discuss how my expertise in AWS Cloud, Support Culture, AI-powered operations, Problem detection and incident management can drive 100% uptime 24/7 for your applications.