Dec 2021 – Apr 2023 · 1 yr 4 mos · Bengaluru, Karnataka, India

• Ensure that customers’ questions and problems are resolved properly and quickly.
• Ensure P1s are well handed off and timely updates are sent out.
• API and Salesforce Lighting are the 2 areas of expertise.
• Address challenging customers and problems that require escalation outside of the department.
• Report, analyze and resolve system, customer, and operational issues that impact service quality.
• Maintain and execute the team’s upskilling and knowledge transfer plan.
• Acknowledging customers for phone support and setting the right expectation.

Sep 2019 – Dec 2021 · 2 yrs 3 mos · Bengaluru, Karnataka, India

• Organize Swarm sessions for the entire team to triage and troubleshoot complex issues.
• Report, analyze and resolve system, customer, and operational issues that impact service quality.
• Perform other related duties as assigned to ensure the effective operation of the department.
• Maintain and execute the team’s upskilling and knowledge transfer plan.
• Act as an escalation point for product support issues.
• Co-ordinate with Tier III teams to expedite ticket/issue resolution.
• Documenting SOP on application installation, troubleshooting and technical operations
• Provide major incident management support in case of high severity incidents.
• Organize and lead bridge calls in case of high severity tickets.
• Providing access to published application as per user requirements.

Jun 2016 – Sep 2019 · 3 yrs 3 mos · Greater Noida

• Interact with Clients on day to day basis for status reporting & requirement gathering.
• Analyze, design, code and unit test the devised solution.
• Pushing the changes to live environment.
• Engaging stake holders on P1 and P1 bridge calls.
• Organize and lead bridge calls in case of high severity tickets.
• Daily engagement in Scrum calls for analyzing the requirements.
• Bi-weekly calls with the scrum master to retrospectively analyze the requirements and putting it forward to the stakeholders.
• Providing as a backup manager for the team.
• Handling tickets on CRM tool Remedy & ServiceNow.
• Working on bug fixes and user stories through Jira.
• Developing and fixes issues related to the MDM product(STEP-Stibo Systems).

Aug 2015 – Dec 2015 · 4 mos

• Develop Android Application

May 2015 – Jul 2016 · 1 yr 2 mos

• Develop Application

Jun 2015 – Jul 2015 · 1 mo · Gurugram, Haryana, India

• Debugging Application