Technical Support Engineer at Tata Consultancy Services (2022-02 – Present)
Product / System Support Engineer with proven track of solving product related issues, debugging and monitoring and reactive tracking, log and responding to support tickets. Worked on Production Support, attending production calls, troubleshooting the application and resolving bugs. Performing end-to-end testing of systems from entry to exit to ensure that applications are delivering functionality as expected per documented requirements.
- Primary point of contact for ticket resolutions, data transfer jobs, and monitoring system availability testing
- Excellent analytical, problem solving, communication and interpersonal skills, with ability to interact with individuals at all levels
- Manage Incidents and Problems – Triaging, logging, prioritizing, tracking, communicating and resolving, from beginning to end, the resolution of all incoming support requests
- Managing ticketed query system and ensuring comprehensive database of queries and resolutions are kept up to date
- Maintaining and updating technical documents and procedures
- Dynamic individual with a positive attitude, good communication, troubleshooting skills, and the ability to think on your feet are key skills for this position
- Involved in incidents triage meeting to identify root cause of repeated incidents and try to find best fix
- Involved in enterprise level change deployment activities, co-ordinate with different stakeholders
- Perform functional testing post fixes and after release deployments
System Engineer at Tata Consultancy Services (2024-08 – Present)
Enterprise Application Support & Incident Management System for Apple Inc.
- Documenting customer incidents, Track, log and respond to support tickets
- Use of Grafana for KPI monitoring and reactive ticketing
- Provide first-line technical support via phone, email, and chat
- Playing Key resource at L2 support b/w customer and Development team
- Perform high level of investigation and set SLA
- Perform investigation on reported incidents and try fixes in Training environment
- For any reported defects, try to reproduce by debug the code and analyse logs
- Educate customer about product and configuration using KB documents
- Contribute to KB documents about new features, best practices
- Monitoring and reactive tracking, log and respond to support tickets
- Meet set up services they provide Level Agreements (SLAs)
- Responsible for the dealing with the problems, bug fixing and troubleshooting
- Trouble shooting Customer n/w and running diagnostic tools to find RCA
Assistant System Engineer at Tata Consultancy Services (2022-02 – 2024-07)
Retail Infrastructure & System Support for TJX. Techno Functional support for warehouse management system including product configuration, inventory management, inbound, outbound and floor management.
- Involved in incidents triage meeting to identify root cause of repeated incidents and try to find best fix
- Customer facing role with global customer handling with use of CRM and ServiceNow/Jira
- Educate customer on product configuration, inventory management and resolve tickets related to inbound and outbound process, floor planning, order management and infrastructure incidents
- Prepare SQL scripts for data quality issues and configuration changes
- Writing complex data extraction SQL scripts to support customer ad hoc requests
- Provided support across multiple modules and sub-products within the WMS like Inventory, Receiving, Dispatch, and Audit
- Responsible for testing bug fixes and troubleshooting in WMS issues
- Troubleshoot and resolve incidents involving Linux systems, SQL databases, and Network
- Involved in enterprise level change deployment activities, co-ordinate with different stake holders
- Perform functional testing post fixes and after release deployments
- Look for opportunity to automate repeated works using python
- Do investigate alerts for infrastructure monitoring and reach out for infra team, network engineers, and Linux admins for increase capacity
- Work with our customers to understand their problems, frustrations, and roadblocks Track, log, and respond to support tickets
- L1 support for customer via email, chat and voice
- Respond to any data and/or investigation queries
- Respond to any User Access issues
