Sep 2022 – Jul 2023 · 10 mos · Pune, Maharashtra, India · On-site

• Individual contributor and passionate about problem solving
• Delivered effective and innovative solutions catering to the needs of both technical and non-technical end users, ensuring their seamless experience and achieved more than 95% positive feedback for entire team
• Managed the prioritization and adherence to Service Level Agreements (SLAs) for customer-reported issues, demonstrating a commitment to timely problem resolution.
• Cultivated end-to-end communication channels, fostering transparency while troubleshooting and resolving issues for clients, thereby enhancing client satisfaction.
• Leveraged ticketing tools such as Freshdesk and JIRA to streamline issue tracking, monitoring, and resolution, optimizing workflow efficiency.
• Demonstrated advanced proficiency in the AWS ecosystem, proficiently retrieving and analyzing stored log files, client data, and other pertinent information and resolved client issues before the deadlines.
• Collaborated seamlessly with diverse stakeholders across the organization to ensure timely issue resolution and alignment with organizational goals.
• Provided comprehensive training and support to the level 1 team, equipping them with in-depth product knowledge and processes to ensure high customer satisfaction levels.
• Spearheaded single sign-on (SSO) and user synchronization processes, conducted thorough log analysis using AWS, metabase and Sumo Logic to uncover insights for continuous improvement.

Sep 2020 – Sep 2022 · 2 yrs · Mumbai, Maharashtra, India

• Built the entire application support team from scratch(from 1 to 20 members), developed and managed entire process management documentation and training part.
• Spearheading the entire incident management cycle, encompassing proactive collaboration across teams, meticulous SLA management, and effectively translating Root Cause Analysis (RCA) and Corrective and Preventive Actions (CAPA) into business language which resulted into 100% client satisfaction.
• Demonstrating comprehensive knowledge of the complete Software Development Life Cycle (SDLC), relational database management systems (RDBMS), and advanced scripting on platforms such as MySQL and MongoDB, which helped me with system architecture and in providing support to my team members and clients on the issues instantly.
• Possessing end-to-end functional expertise of the entire LogiNext suite(a route optimization platform with end to end Logistics solutions), facilitating impactful support in pre-deployment release management.
• Providing ad-hoc and on-call support for scheduled patch deployments and feature implementations which ensure cross-functional team support from my end as well as 24*7 client support.
• Lead a team of 15+ skilled Software Engineers and application support engineer, overseeing bug fixes and driving feature developments within the commited timelines.
• Expertise in handling different REST APIs and its integrations with client platforms which led to 100% client satisfaction and product stability.
• Utilizing hands-on experience with platforms like Google Analytics, SendGrid, Twilio, Kibana, and others for in-depth L2+ level analysis.
• Exhibiting strong stakeholder management skills, both internally and externally, across various geographic regions.
• Collaborated with cross-functional teams to identify process bottlenecks and inefficiencies, implementing effective solutions that positively impacted overall operations.
• Handled scrum meetings daily and monitored team KPIs/performances.

Sep 2019 – Sep 2020 · 1 yr · Mumbai, Maharashtra, India

• Resolved the technical issues within SLAs by efficiently working on Java, MySQL and Angular.
• Ensured constant communication between project teams and other stakeholders.
• Worked closely with Product Management/Engineering/Tech to improve the tool for end users.
• Learnt about and understood core issues affecting the business, identified opportunities for improvement, and developed testable hypotheses to fix the problems.
• Worked on various UAT(User Acceptance Testing) accounts and integrations various APIs to test the end to end product flow.
• Delegated the tasks to principle, senior, and junior engineers as per their skillset and knowledge.
• Lead operational flows configuration analysis aiming at processes improvement, automation of activities and implementation of new product improvements.

Aug 2017 – Nov 2018 · 1 yr 3 mos · Pune Area, India · On-site

• Worked on different logistics arrangements as per client needs and became subject matter expert on the logistics suggestions.
• Gained in-depth knowledge of different miles, first, last and all mile functioning.
• Excelled in Level 1 responsibilities by consistently resolving issues within stipulated Service Level Agreements (SLAs), ensuring prompt and efficient customer support.
• Played a crucial role as a member of the Amazon DART (Escalation) management team, effectively managing critical incidents and facilitating swift resolutions, resulting in enhanced customer satisfaction.
• Proactively established and nurtured productive working relationships with cross-functional team members, fostering an interdisciplinary and collaborative approach to problem-solving, resulting in streamlined operations and improved customer service delivery.
• Demonstrated exceptional customer-centricity and empathy while addressing customer inquiries and concerns, going above and beyond to ensure customer satisfaction.
• Consistently received positive feedback and accolades from customers for providing top-notch support, displaying a strong commitment to customer success.
• Collaborated closely with customers to understand their unique needs, offering personalized solutions and recommendations to exceed their expectations.