Senior Support Engineer @Atlasssian || Ex- G4S
9 Years of Experience
Gurugram, Haryana, India
+91 7**********
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Not Available
Experienced Support professional with 9+ years of work experience in various Industries and Products ranging from Purchase to Pay, ERP, Workforce Management, Online Review Management Portal, Patient Management Systems(PMS), Banking and ATM operations, Apollo Migrations, Cash 360,Salesforce. Currently working as Senior Support Engineer with Atlassian in CAST(Cloud and Access Support) EMEA team for SMB segment responsible for supporting Atlassian Access. SkillSet Includes SSO, PL SQL, Rest and SOAP API, Salesforce, Team Management, Escalation, Tableau, GCP, AWS In Progress: Atlassian Access, Confluence, Trello, JIRA, AZURE, GSUITE
Atlassian, SaaS/Cloud Product, Computer Software
G4S
BirdEye
Atlassian, G4S, BirdEye, ClickSoftware, Basware Corporation, Basware Corporation
Job Title : Senior Support Engineer
Company name : Atlassian
Period : October 2021 - Present
Location : Bangalore Urban, Karnataka, India
Job Title : Senior Application Support Analyst
Company name : G4S
Period : November 2017 - October 2021
Summary : Manage and mentor team members and their queues/tasks to make sure they are not stuck and moving in right direction.
▪ Analyzing problems and incidents, ensuring completeness of root cause for major/critical incidents, and where possible identifies, resolves or provides workarounds, suggestions and improvements to mitigate future incidents.
▪ Manages the fulfillment of requests for application access, ensuring full compliance to agreed SLA’s, security policies and procedures.
▪ Liaises with third party suppliers and contractors as required to maintain levels of support/service; upgrades and integrates new requirements in partnerships with colleagues.
▪ Attend retros to make sure severity 1-2 issues are addressed in the right manner.
▪ Ensuring applications/software environments are fully maintained with appropriately supported revisions, fixes, updates, patches and/or service packs in line with corporate system maintenance policies. Prior to installation ensures full testing, sign off and change management approval has been obtained prior to release into production environment.
▪ Onboard and conduct technical trainings for new hires.
▪ Assists in the resolution of software problems by designing and implementing appropriate fixes and enhancements in conjunction with the Systems Development team.
▪ Develops and maintains standard support procedures and other documentation as required to ensure the support, availability and continuity of services to agreed SLA’s and KPI’s.
▪ Leads and participates in the process of integrating and releasing new application/software functionality into the production environment, ensuring all service acceptance and operational deliverable have been successfully developed and agreed prior to handover
Location : Gurgaon, Haryana, India
Job Title : Sr. Technical Support Engineer
Company name : BirdEye
Period : February 2017 - November 2017
Summary : Formed Support Team when India operations of Birdeye Started, with limited employee strength.
Carried out end to end support over Live Chat, Calls and Zoom Meetings with different segments of Customers ranging from SMB, Mid Market and Enterprise.
Help out in onboarding new clients to the environment and maintain customer retentions at the same time with amazing NPS scores.
Played a crucial part in increasing team strength from 3 to 30 and training the new hires and helping them once they went on queue.
Go to person for PMS and API related issues in the team, cross team collaboration with dev ops, development, surveys and QA team for timely followback on issues needed attention.
Location : Gurgaon, India
Job Title : Application Engineer
Company name : ClickSoftware
Period : April 2016 - December 2016
Summary : Trained on Click's workforce technology(mobile client and scheduling tool), worked in a global team interacting with client all around the globe and supporting client (GE Healthcare, Optus, Telstra, Airtel) in solving issues their engineer faced while using the technology. Replicating issues on designated devices (mobile client or the desktop one) and get on to a fix, co ordinate with the development and cloud team for the fix needed attention. Using DB dump and performing database operation to get to the core of issues related to backend.
Location : Gurgaon, India
Job Title : Technical Consultant
Company name : Basware Corporation
Period : April 2015 - February 2016
Summary : SME for ALUSTA, invoice ready and Contract Lifecycle Matching(CLM)
Responsible for 2nd line support (onsite/offshore) to Basware customers.
•Installation/integration/up-gradation of Basware application at client’s environment and fixing issue on SAAS environment and maintaining their SLA as per the severity levels.
•Evaluation, implementation and documentation of change requests in close cooperation with both Basware resources(cross team collaboration) and customer representatives
Job Title : Associate Product & Saas Consultant
Company name : Basware Corporation
Period : June 2013 - April 2015
Summary : •Implement, Install, Support, and Upgrade Applications with SDLC procedures (both Licensed and SaaS); with complete accuracy of Sync in Test and Production Environments.
•Problem/Change/Enhancement Request handling on an urgency basis and reporting them to the Development Team.
•Worked on XML configuration of code and checking the integration of applications with ERP systems (like SAP, CODA, etc.) as per the requirement as well as managing and maintaining live database systems (Oracle/SQL Server).
NA
Title : Limca Book of Record holder
Period : May 2019 - Present
Issuing Authority : Limca Book Of Records - India
Title : Customer Communication/Soft skills
Period : September 2014 - Present
Issuing Authority : Basware
Title : System Operations on AWS
Period : August 2016 - August 2016
Issuing Authority : Amazon Web Services
English (Professional Working), Hindi (Native Or Bilingual)
Award : LIMCA Book Of Records
Issuer : LIMCA Book Of Records
Date : 5 2020
Summary : Performed 92 JumpSquats in a minute
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