Mayank Gairola

Operations Associate

Noida, Uttar Pradesh, India14 yrs 4 mos experience

Highly Stable

Key Highlights

Over a decade in application support.
Expert in incident management and troubleshooting.
Proven ability to build support functions from scratch.

Stackforce AI infers this person is a SaaS application support expert with strong incident management and troubleshooting skills.

Contact

Skills

Core Skills

Incident ManagementApplication MonitoringCode TroubleshootingMonitoringClient ManagementSoftware Testing

Other Skills

AnsibleBug TrackingC++Client EscalationsCommunicationComputer ScienceCustomer ServiceDatabase QueriesDatadogDockerEngineeringError Logs TroubleshootingGitIncident ResponseJava

About

With over a decade in application support, my journey has been marked by a deep engagement in software troubleshooting and incident investigation, at Salesforce, Genpact & Cvent. At Salesforce, my focus is on enhancing customer experience through meticulous incident management and effective stakeholder communication. My role demands a rigorous approach to problem-solving, leveraging monitoring tools like Splunk and New Relic to ensure system integrity. The development of a support function from scratch for varied business domains signifies my ability to adapt and innovate in dynamic environments. Together with my team, we've strengthened the bridge between technical capabilities and business outcomes.

Experience

14 yrs 4 mos

Total Experience

4 yrs 11 mos

Average Tenure

4 yrs 5 mos

Current Experience

Salesforce

Technical Support Manager

Jan 2022 – Present · 4 yrs 5 mos · Bengaluru, Karnataka, India

Genpact

Manager Application Development Support

Nov 2019 – Jan 2022 · 2 yrs 2 mos · Noida, Uttar Pradesh, India

Experience in defining and modifying scope of support for product support team in accordance with other teams and business requirements.
Experience in building support function from scratch for multiple business domains, including but not limited to event management and Pharma.

Application MonitoringIncident ManagementStakeholder CommunicationSupport Function Development

Cvent

3 roles

Lead Application Support Engineer

Jul 2018 – Nov 2019 · 1 yr 4 mos

Responsible for investigating incidents through code troubleshooting (.net & java), SQL SP troubleshooting, Error logs troubleshooting (Splunk, Newrelic, Rollbar & Datadog) and Cvent product troubleshooting.
Responsible for the RCA of site wide issues as well as top tier customer issues.
Responsible for performing and approving various system-wide data fixes (SQL).
Responsible for stakeholder communication across various tech & non-tech teams.

Code TroubleshootingSQL SP TroubleshootingError Logs TroubleshootingStakeholder CommunicationIncident Management

Sr. Application Support Engineer

Promoted

Jul 2014 – Jul 2018 · 4 yrs

Monitored, documented and reported system and performance issues.
Queried databases to generate and analyze data for reporting and troubleshooting.
Assisted operations and development teams with debugging software issues.
Handled client escalations and bug prioritisation.
Trained new hires on the important aspects of our products, both business and technical, and also conveyed the importance of why quality software matters to our customers.

MonitoringDatabase QueriesClient EscalationsTrainingClient Management

Application Support Engineer

Jan 2012 – Jun 2014 · 2 yrs 5 mos

Developed Splunk alerts, reports & dashboards for application monitoring.
Developed Newrelic synthetics for continuous production monitoring.
Assisted with User Acceptance Testing during releases.
Developed and monitored/verified the PVT results in production.
Hands on experience with various tools like Git, Jenkins, Docker, Splunk, Newrelic, Rollbar, Postman, Jenkins, Charles Proxy, JIRA, Salesforce etc.
Learnt and supported multiple products and maintained high product quality through triaging, diagnosing, and logging bugs with our software.

SplunkNew RelicUser Acceptance TestingGitJenkinsDocker+2