Nov 2020 – Present · 5 yrs 7 mos · United Arab Emirates · On-site

• Collecting and interpreting user feedback into business requirements

Apr 2020 – Oct 2020 · 6 mos

• Lead the Solutions Engineering Team to provide solution to crux issues
• Improve Customer onboarding experience
• Deliver Technical solutions to Business problems
• Features & Systems deployment
• Improve engagement model, tools and processes
• 3rd Party Integrations specialist - ACARS, APIS, Sabre, MVT etc.

Jan 2019 – Apr 2020 · 1 yr 3 mos

• merlot.aero is the pioneer of cloud-based airline crew performance solutions which underpin the lowest cost, highest performance, and disruptive innovation strategies. Our Crew Operations solutions create a strategic data foundation for brilliant decisions with robust business logic across crew training, scheduling, tracking, and governance.

Jul 2018 – Dec 2018 · 5 mos

• Liaise with internal and external stakeholders to validate airline business requirements and communicate effectively
• Promote merlot.aero products by identifying and managing opportunities with existing customers that align with the airline business strategy
• Support product evaluations by providing client demonstrations and answer support questions

Dec 2016 – Jun 2018 · 1 yr 6 mos

• Supported the Airlines in the region with their Flight Operations and Crew Management dept. by reviewing their business requirements and providing solutions to operate efficiently and increase the bottom line. Built significant relationships and presented sound strategies and initiatives for customers. Provided proactive customer support for customer satisfaction. Analyzed and implemented 3rd party software integrations handling to ensure automated Airline Flight Movements, Schedules, APIS (for USCBP & CBSA), Analytics Dashboard and Crew Training System to provide the airlines with the solution that can handle operations effectively. Lead the customer support team for the region to manage day-to-day issues efficiently.

Mar 2016 – Nov 2016 · 8 mos

• Effectively manage Airline Flight Operations Software implementations and Go-Live support . Perform business testing of the customer deliveries to ensure the developments meet the Airlines and Crew expectations pertaining to Aviation Regulatory Requirements .

Mar 2015 – Feb 2016 · 11 mos

• Act as the first tier of support for the Global Airline customer-base and gather the information of Airline incidents and issues. Triage, resolve and escalate customer issues/incidents within defined SLA’s. Communicate with the Airline staff to keep them informed of the progress of the issue and also , co-ordinate with other departments to resolve the issues.

May 2014 – Feb 2015 · 9 mos

• Act as first tier of support for the global customer base including
• Information gathering for and documentation of customer incidents and issues
• Ensure Support tickets are correctly processed through the support life cycle.
• Co-ordinate with other departments to resolve issues/incidents.
• Provide support for other regional roles.
• Testing of Merlot Aero Suite
• Review code to ensure the highest quality is delivered.
• Provide Performance monitoring of Customer Cloud environments.
• Perform upgrades and deployments on Adhoc basis
• SQL scripting to rectify showstopper issues

Jun 2013 – Apr 2014 · 10 mos

• Supervising day-to-day Aviation and Aerospace FTM and MRO queries/responses for the global clientele in order to ensure zero traction. Responsible for Program management including customer escalation handling, risk mitigation handling. Dedicate time for knowledge sharing/training to both internal/external agencies. Actively involved in driving the Airline/ MRO software development team to understand the customer business and develop the business requirements with quality.

Aug 2010 – May 2013 · 2 yrs 9 mos

• My responsibility as a Support Manager is to take ownership of support issues and ensure each one is managed through to the point that is resolved to the customer's satisfaction. It may include attempts to reproduce customer issues in the support lab using the tools and test environments available. It also includes providing instructions on correct software usage and basic training to users. It often also means that it is necessary to provide details to customers of any required corrections to resolve the issue, usually in the form of an SQL script. Throughout the whole process, it is vital to reply back to the user with clear and accurate information on the status of support cases.

Jun 2009 – Aug 2010 · 1 yr 2 mos

• Rusada Group SA is a global leader in the development of complex asset management software, providing a range of tools and delivering integrated solutions to enable the complete management and operation of fleets of aircraft and other complex assets and the optimisation of the service provision around them. My role is to Implement and Develop more enhanced features for the Aircraft Maintenance Software suite.
• 1. Prepared training documentation and provided super-user and general user training for the Engineering.
• 2. Detailed testing documentation was written to assist the tester with testing the new features.
• 3. Ensured that customer requirements were satisfied by the new features and that these were delivered on time.
• 4. Test new features and bug fixes on customer databases.
• 5. Managing further development and de-bugging of the Engineering & Logistics, Labour & Time Booking modules, Third Party Integration/Partner Softwares Interfaces.
• 6. Prepared training documentation and provided super-user and general user training for the Engineering.

Aug 2008 – May 2009 · 9 mos · Hyderabad Area, India

• Evaluate the Airline Operator's Maintenance Events from the Boeing fleet of 737, 747, 757, 767, 777 in various formats and process it using the Boeing in-house Reliability Maintenance & Testing tool for proper reliability analysis and reporting. Worked with a programming team to structure the generated files from the Reliability Tool to comply with the Airline Transport Association’s classification system – ATA iSpec2200. Reviewed the Scheduled Interruption data analysis done by sub-ordinates for Quality & Delivery Assurance.

Mar 2007 – Aug 2008 · 1 yr 5 mos · Chennai Area, India

• Involved in the unit/system/regression testing and implementation of the Aviation Maintenance Software in Era Helicopters LLC & Era Med (Keystone Helicopters) USA. Wrote business scenarios for System Testing keeping in mind the functionality of the software and the ease for the end-users to understand those. Prepared billable CRs (change request) to capture the unique requirements of client business. Designed User Interfaces using Dreamviewer and made necessary modifications to meet the customer requirements. I have also done Impact Analysis of any fundamental changes done to the Base Product that would adversely affect the customer. Simulated Production Environment defects in local systems using customer inputs. Was actively involved in the migration of Ramco Virtual Works 1.4.3 to 2.0.3.

Jan 2007 – Feb 2007 · 1 mo · Bangalore

• Worked for the implementation of Airline Resource Management System (ARMS) at Air Deccan & Kingfisher Airlines for AIRBUS A-320 fleet. Evaluated the Engineering Crew Rostering modules and provided training of system usage to the Air Deccan Flight & Ground crew. Reviewed the requirements from Air Deccan and drove the software team to deliver the kind of customizations demanded by Air Deccan (Kingfisher Red).

Jan 2006 – Jan 2007 · 1 yr

• Worked as a Maintenance Technician for carrying out the major and minor servicing of Beech craft Twin Bonanza D50E and Beech craft Queen Air 65 Aircraft.
• Certified to do Ground Run on these Aircraft's as well.

Mar 2003 – Feb 2007 · 3 yrs 11 mos

• Worked as Pilot for Cessna 172/150, Piper Seneca, BeechCraft King Air D50E, BeechCraft Queen Air.