Transcom (Team Vertex Cosmos Pvt. Ltd.) – Pune, Maharashtra
Customer Success Associate
October 2025 – July 2026
FirstCry.com – Brainbees Solutions Ltd. – Pune, Maharashtra
Operation Support Engineer - L3
November 2017 – June 2025
Magsons Retail Group – Panaji, Goa
E-Commerce Operation Support
January 2017 – October 2017
Marg Softech Goa – Margao, Goa
Customer Support Engineer & BDE
April 2016 – December 2016
Reliable Software & Web Development – Margao, Goa
Customer Support Engineer
September 2015 – March 2016
Gosalia Ventures Pvt. Ltd. – Margao, Goa
EDP & Store Operation Support
June 2014 – August 2015
KEY RESPONSIBILITIES
- Provided L1, L2, and L3 application support for Retail and E-commerce business applications.
- Supported POS, OMS, WMS, ERP, CRM, Logistics, and FinTech platforms.
- Managed incidents, service requests, problems, changes, and releases following ITIL/ITSM best practices.
- Monitored production applications and business-critical services to ensure maximum availability.
- Diagnosed, analyzed, and resolved application issues within defined SLA and OLA targets.
- Performed Root Cause Analysis (RCA) and implemented preventive and permanent solutions.
- Executed SQL queries for data validation, troubleshooting, reporting, and database analysis.
- Supported end-to-end order lifecycle including order creation, fulfillment, cancellation, returns, and refunds.
- Managed inventory synchronization, stock movement, warehouse operations, and replenishment activities.
- Coordinated logistics operations including shipment tracking, courier integration, and delivery issue resolution.
- Supported payment gateway, wallet, refund, reconciliation, and FinTech transaction processes.
- Performed application configuration, user management, and master data maintenance.
- Validated application functionality during UAT, production deployment, and post-release activities.
- Collaborated with Development, QA, Infrastructure, Warehouse, Finance, and Business teams to resolve production issues.
- Managed high-priority incidents, major incident bridges, and critical business escalations.
- Maintained operational documentation, SOPs, knowledge articles, and troubleshooting guides.
- Logged, tracked, prioritized, and resolved tickets using ITSM service management tools.
- Conducted application health checks and monitored system performance for proactive issue resolution.
- Assisted business users by providing technical guidance, functional support, and product knowledge.
- Delivered user training, mentoring, and knowledge transfer sessions for support teams and business users.
- Generated operational reports, MIS dashboards, KPI metrics, and service performance reports.
- Ensured compliance with IT policies, operational procedures, audit requirements, and security standards.
- Participated in release planning, change implementation, deployment validation, and rollback support.
- Identified process improvement opportunities and supported automation initiatives to enhance operational efficiency.
- Worked closely with stakeholders and vendors to ensure seamless service delivery and business continuity.
- Maintained high customer satisfaction through timely communication, ownership, and effective issue resolution.
- Contributed to continuous service improvement initiatives, ensuring reliable, scalable, and efficient Retail and E-commerce operations.
