Senior Product Support Engineer at Botree Software International Private Limited (2023-01 – Present)
Software Engineer at Encyclic Software Private Limited (2021-12 – 2022-12)
Worked on IMM (IPOST Mailing Manager) - a digital email marketing platform project.
- Provided L2 support and monitoring in 24*7 environment. Responsible for monitoring the production servers, scheduled jobs, incident management and receiving incidents and requests from end-users, analyzing these and either responding to the end user with a solution or escalating it to the other IT teams.
- Troubleshoot day to day production support issues assigned and provide root cause analysis and fix it in a timely manner.
- Work directly with customers to resolve understanding issues and Priority issue through Acquire Chat.
- Check log files at the time of debugging any issues to find out the actual error.
- Work on the JIRA tool to provide time to time status of the work on the tickets related to any users in resolving their application issues
- Take ownership of issue reported by the customer and ensure that it is resolved quickly effectively or escalated to the next level with relevant data as needed in a timely manner.
- Utilize UNIX commands for maintenance and troubleshooting. Using SQL queries to implement the business logic to update the data in database.
- Logging into the instance and then going inside the docker container to solve application related issues.
- Worked with IAM service creating new IAM users & groups, defining roles and policies and Identity providers.
- Checking the Health of Load Balancer and monitoring the Traffic on EC2.
- Performing CDT setup and CDT sync for clients using RDS.
- Checking database processes and killing the long running processes to allow other queries to run.
- Experienced in issue tracking tool like JIRA.
Customer Support Associate at Botree Software International Private Limited (2019-07 – 2021-11)
This is an ERP based (Supply Chain Management) Project used in all Abbott, Nabati Distributors in PAN India.
- Responds and provide timely and effective technical support to SaaS users via various channels such as email, phone, chat, and ticketing systems. And remote desktop support (Team Viewer/Any desk), ensuring minimal disruption to customer operations.
- Assigned tickets from users, assign work orders / incidents to appropriate support teams, and follow up until closure.
- Monitoring and troubleshooting application issues on daily basis.
- Manages tickets and move cases into a higher level of solution agreement.
- Quickly resolve P1, P2 and P3 Issue/Service Request.
- Creating and Updating Product/Scheme in UI by ETL Admin
- Onboarding User with Login credentials of DMS/SFA Mobile application
- Escalate complex technical issues to higher-level support teams for further investigation and resolution. This ensures that critical issues are addressed promptly and effectively to minimize downtime and disruption.
- Auditing tickets on daily basis and prepare daily reports, weekly reports, and monthly reports to track the SLA adherence and to facilitate the monthly review meeting of the project which involves the stakeholders.
- Responsible for providing the support in all related issue.
- Coordinates with customers to resolve technical support issues.
- Interact with Product Development team and PM to fix the issue/bug.
- Creates and maintains documentation for supported applications.
- Resolve the front-end issues which are occur at Distributor point software.
