Nov 2022 – May 2024 · 1 yr 6 mos · Indore, Madhya Pradesh, India · Remote

• Responding to user inquiries and resolving technical issues related to Alation Data Catalog via email and phone.
• Collaborating with other members of the Alation support team to identify and escalate technical issues as needed.
• Documenting and tracking user inquiries and technical issues in a support ticketing system.
• Providing product feedback to the Alation product management team based on user interactions and identified trends.
• Creating and maintaining technical documentation and knowledge base articles.
• Participating in cross-functional teams to drive product improvements, ensuring the highest level of product quality.
• Conducting trainings and demonstrations of the Alation software products to end-users or new support team members.

Jul 2021 – Nov 2022 · 1 yr 4 mos

• Responsible for analyzing/resolving technically sophisticated customer-reported issues from the web, phone, and email and working closely with the customer until complete resolution.
• Manage the triage and resolution of high-severity cases, ensuring a prompt and complete resolution, and driving business reliability and customer satisfaction.
• Document relevant information in the support ticket and ensure the customer is informed on time regarding the overall progress of their issue.
• Escalate Product Defects internally and work closely with the Engineering, QA, and other multi-functional teams for a resolution.
• Provide qualified information to Engineering so they can improve product quality and reliability.
• Make sure customers are treated with the highest degree of respect and drive operational excellence through quality closures.
• Taking ownership of hot and/or more critical cases escalated from junior TSEs.
• Maintaining the product knowledge base by publishing/updating Knowledge Base Articles and FAQs.
• Act as the ‘advocate of the customer’ within the team to inform and influence engineering, bridging the gap between the clients and product teams.
• Responsible for all release activities for multiple accounts.
• Manage and maintain all release plans, commitments, and changes including requirements, QA plans, schedule, and scope changes.
• Measure and monitor progress to ensure major/minor releases and service packs/hotfixes are delivered on time, and that they meet or exceed expectations.
• Manage relationships and coordinate work between different teams at different locations.
• Conduct Release Readiness reviews and internal/external pre-release demos.
• Work with Release Engineers, Product Owners, and Component Leads to understand the impacts of branches and code merges.
• Lead and coordinate the Go-Live activities.
• Participate/Drive Product Management meetings to discuss release scope and roadblocks.

Feb 2020 – Jun 2021 · 1 yr 4 mos

Jul 2019 – Feb 2020 · 7 mos · Pune Area, India

• Responsible for the creation and maintenance of various analytic dashboards delivering business insights.
• Identify bottlenecks and pain areas in the existing business processes and raise them directly with business stakeholders of the highest level.
• Supporting and taking ownership of ad-hoc projects to develop the capabilities of the Ideal Customer Success team.
• Supporting wider team with knowledge share, via knowledge base communications (emails, how-to guides, etc.) and contribution at team meetings
• Identify bugs / potential issues in the existing application backend (written in Python).
• Handle issues raised by end customers and provide timely resolution.
• Followed standard procedures for the proper escalation of unresolved issues to the appropriate internal teams.
• Mentor and guide a team of Junior support engineers and data analysts.

Sep 2017 – Jul 2019 · 1 yr 10 mos · Pune, Maharashtra, India

• Proven expertise in developing visualizations using Spotfire (7.5 & above).
• Expertise in creating complex reports using various Spotfire visualizations, complex formulas, parameters, Property Controls, Custom Expressions, data functions, R/TERR/IronPython scripts, etc.
• Experience of Spotfire server administration and setup.
• In-depth knowledge of TIBCO Spotfire Automation Services, its components, and their use.
• Extensive knowledge of TIBCO Spotfire Statistic Services (TSSS) and its integration with Spotfire.
• Experience of utilizing Open Source R scripts and libraries and incorporate it with Spotfire's local TERR engine/TSSS for writing data functions and expression functions.
• Responsible for providing Level 3 consultation and support via email/WebEx/phone to troubleshoot and solve customer’s issues related to Spotfire.
• Understand the problems reported by customers and reproduce locally in the Support lab.
• Accurately and completely document problems, solutions, and defects in the Support call tracking system
• Investigate and provide workarounds as applicable.
• Monitoring the queue for the product. Handling triage of new cases maintaining adherence to SLAs.
• Creating various self-service content for the customers in the form of knowledge base articles and community forum posts.
• Collaborating with other departments, such as Product Engineering and Professional Services as required.
• Providing assistance to customers with the implementation and use of TIBCO Spotfire and related products.
• Management and monitoring of high-severity issues and escalations. Keeping management informed of any potential problems.

May 2014 – Sep 2017 · 3 yrs 4 mos · Pune, Maharashtra, India

• Responsible for the 24/7 application support and administration of Client’s in-house Invoicing application handling a revenue > 2 Billion USD per year.
• Extensively worked on Relational Databases like Oracle and MS SQL Server for data loading, cleansing, and querying.
• Designed and delivered critical code fixes/solutions to improve the availability, scalability, and efficiency of Client applications.
• Solved problems related to Critical services and built automation to prevent problem recurrence.
• Engaged in service capacity planning, software performance analysis, and system tuning.
• Performed in-depth research of technical support issues, including reproduction of support issues and escalation of unresolved issues or defects to the Managers.