Amar Luhar

Technical Support Engineer with 3+ years of experience delivering first-line and escalation-level support across high-availability fintech and payment-processing systems. Skilled in technical troubleshooting, root-cause analysis, API/integration debugging, incident and ticket management, system monitoring, and SLA-driven support. Proven 98% first-contact resolution, 100% successful deployment delivery, and strong stakeholder communication and cross-functional collaboration.

Seeking an opportunity to leverage my troubleshooting, incident management, and stakeholder communication skills.

Technical Support Engineer at CCAvenue Payment Gateway (Avenues India Pvt. Ltd.) (2023-01 – Present)

Deliver first-line and escalation-level technical support to business clients and developers, resolving integration, configuration, and platform issues with a 98% first-contact resolution rate.

• Troubleshoot API integration failures, webhook configuration errors, data validation issues, and callback delivery problems using Postman, log analysis, and monitoring dashboards.
• Manage the end-to-end incident and ticket lifecycle in an ITIL-aligned support model, handling 50+ tickets daily while meeting SLA targets with a 2–3 hour average resolution time.
• Communicate technical issues and actionable resolutions clearly to stakeholders with different levels of technical expertise; document root causes and resolution steps.
• Coordinate client onboarding, UAT, production-readiness checks, and go-live support, achieving a 100% successful deployment rate with zero critical incidents.
• Collaborate with engineering and product teams on escalations, root-cause analysis, permanent fixes, post-incident reviews, and continuous improvement.
• Monitor recurring issue trends and system performance, recommend reliability/process improvements, and maintain knowledge-base articles and FAQs.

Bachelor of Science in Information Technology – Sathaye College of Science, Arts & Commerce, Mumbai, India (2022-06)