Aug 2016 – Jan 2019 · 2 yrs 5 mos · Bengaluru, Karnataka, India

• Act as the next level of Support for engineers across the globe when they deem assistance in specific skillsets.
• Act as a single point of expertise contact for Qlik SAP Connectors and Qlik NPrinting.
• Work parallelly with Qlik R&D to perform initial triaging of possible bugs and rule out false alarms.
• Provide direct technical support across all Qlik Products to customers/Partners based in India.
• Help in load balancing queues for teams in other regions.
• Actively participate and promote Knowledge Centred Support across the team.
• Conduct live trainings to upskill engineers across regions.
• Participate in pilot projects and upskill fast on any new technology that they may mandate.

Mar 2014 – Jul 2016 · 2 yrs 4 mos · Bengaluru, Karnataka, India

• Responsible for end to end ownership and troubleshooting for SAP Jam related cases.
• Strive towards providing a first contact resolution by researching available knowledge base and other resources such as confluence, SharePoint, customer community, previous tickets in JIRA and SAP Jam groups.
• Replicating reported issue in an emulated customer environment and document all requisite information to help engineering team in quick understanding.
• Participate in regular meetings with Global topic managers and topic owners to be abreast with the latest features in the product and their expected functionalities.
• Liaising with SuccessFactors operations/engineering/infrastructure team to govern and fulfil customer’s requirement.
• Act as a single point of contact for SuccessFactors Single Sign On implementation and SAP Jam integration.
• Get a complete understanding of the new features added with the quarterly releases and educate customer on the same.
• Coordinate efficiently with fellow teammates to be able to smoothly transition customer cases. This is critical while working across 3 different time zones to ensure that customer is reached out to at a time convenient to them.
• Multiply new knowledge among fellow team members and quickly ramp up new joiners. Enhance knowledge base and strive towards maximum incident deflection.
• Strictly adhere to data privacy and compliance policy as per SAP standards.

Aug 2013 – Mar 2014 · 7 mos · Bengaluru, Karnataka, India

• Responding to customer issues reported via chat, call or tickets within stringent SLAs.
• Seeing the issue from the customer’s viewpoint and provide a solution/workaround if available.
• Working on the customer’s system over online meetings, whenever necessary to understand their topology and optimize their configuration to support our product in the best way.
• Continuing a thorough research of logs and dumps in order to identify the root cause, even after a fix is provided and update the customer.
• Replicating customer’s environment to identify bugs in customer’s bundles and help them rectify them.
• Identifying bugs in the product raise a ticket with a replicable use case and important data points to and follow up with concerned teams to get them fixed ASAP.
• Reviewing documentation regularly and suggest improvements and feedback in order to keep it up to date.
• Quickly develop a fair understanding of the customer’s use case so as to reduce the time spent while resolving issues reported.
• Query Cassandra or postgres DB as the case may be to identify data related issues and LDAP for access related issues.
• Make intelligent use of scripting skills to identify the nature of the problem over customer call and also to automate manual tasks.

Jul 2012 – Oct 2012 · 3 mos · Hyderabad Area, India

• Troubleshooting, diagnosing and fixing production software issues and performing software maintenance and configuration changes.
• Understanding of the technical issue behind the day to day issues raised in production and provide a solution whenever possible through thorough research of logs and tables, escalate if necessary with useful data points and provide regular updated until resolution.
• Implementing the fix for internally developed code (Perl, C/C++, JAVA).
• Setting up the environment for creation of new Fulfilment Centres by validating health of processors and allocating them, creating requisite directory trees and configuration files, providing proper permissions and setting up failure alarms.
• Scheduling and executing deployments, monitoring the logs, testing and signing off the newly deployed services and executing a safe rollback if necessary, within strict deadlines.
• Checking data consistency by executing SQL queries, make necessary modifications with prior approvals and resolving high severity incidents thereof.
• Automating routine activities by intelligent use of MS Office Tools, Unix and Perl Scripts and SQL queries.

Jun 2011 – Jul 2012 · 1 yr 1 mo

• Provide appreciable customer support and maintain effective working relationship with client teams.
• Record, analyse and manage resolution of incidents in line with Service Level Agreements for existing services.
• Follow Incident management processes, escalate where necessary and deliver regular updates.
• Verify the Change/Release requests submitted review the release notes and deployment run book and check the rollback plan.
• Participate in Release and Change management, ensure 24*7 availability of services.
• Execute daily deployments to testing environments within window period and notify status of services to concerned teams. Also provide the cause and resolution of failed deployments if available.
• Work closely with the development team during major releases and constant floor support to the testing team.
• Work in coordination with the whole team and ensure that the deliverables are not missed.

Dec 2010 – May 2011 · 5 mos

• Major: Open Systems
• Algorithms, Operating Systems and Systems Development
• Basic and Advanced C/C++, JAVA
• RDBMS and ORACLE
• Basic and Advanced UNIX, PERL
• HTML, Javascript, CSS
• VSS and ClearCase