Aug 2021 – Present · 4 yrs 10 mos · India · On-site

• Acted as both Level 1 and Level 2 technical support engineer, resolving issues across platforms.
• Wrote and executed SQL queries to extract, analyze, and validate data for troubleshooting.
• Debugged application logs and identified root causes of technical issues for quick resolution.
• Addressed Jira tickets, including incident reports, feature requests, and bug fixes, within deadlines.
• Worked with cross-functional teams to escalate and resolve high-priority technical issues.
• Automated repetitive reporting and bug identification tasks, improving efficiency by 30%.
• Provided end-to-end support during merchant onboarding, including API integration and testing.
• Validate merchant testing data to ensure smooth pre- and post-onboarding processes.
• Conduct thorough testing and sanity checks during system upgrades and deployments.
• Responded quickly to technical queries from end-users via email.
• Documented system faults and bugs to assist product development teams.
• Performed root cause analysis for recurring issues and implemented solutions to prevent them.
• Suggested and implemented software improvements to enhance system performance.
• Created and maintained internal knowledge bases and FAQs for common issues.
• Monitor system health and performance, identifying and fixing issues before they escalated.
• Trained and guided new team members on tools, processes, and troubleshooting methods.
• Act as a link between technical teams and non-technical stakeholders to ensure clear communication.
• Coordinate with external partners, such as NPCI , for issue resolution and integrations.
• Handle escalations for critical issues by providing detailed analysis and effective solutions.
• Support cross-department projects to improve customer satisfaction and operational efficiency.
• Performe regression and functional testing of systems during upgrades and fixes.
• Share logs and insights with internal and external teams to resolve complex problems effectively.