Aakansha Pandey
Hyderabad
Summary
Results-driven IT professional with over 7.5 years of experience in SAP Commerce (Hybris) support roles. Specializes in L1/L2 support for enterprise eCommerce applications. Expertise in troubleshooting, system monitoring, and performance analysis to ensure seamless operations of SAP Commerce environments. Proven ability to collaborate effectively with cross-functional teams, adeptly managing incidents and consistently delivering top-notch customer support.
Overview
9
9
years of professional experience
Work History
Senior Consultant (Support Lead)
HCL Technologies
08.2022 - 11.2023
- Led SAP Commerce (Hybris) L1/L2 support operations, ensuring quick resolution of eCommerce platform issues.
- Managed and troubleshot system configurations using Hybris Backoffice and HAC.
- Optimized data imports/exports using Impex, maintaining data integrity and seamless integration.
- Monitored system health and analyzed logs via Splunk, Kibana, and AWS to detect and prevent performance issues.
- Ensured timely incident resolution using JIRA and ServiceNow, adhering to SLAs and business priorities.
- Worked closely with cross-functional teams, including developers and business users, for efficient issue resolution.
- Provided presales support by assessing feasibility and effort estimations for new SAP Commerce implementations.
Senior Support Engineer (Production Support)
Nagarro Software India Pvt Ltd
03.2021 - 07.2022
- Delivered L1/L2 production support for SAP Commerce (Hybris) applications, resolving system issues efficiently.
- Engaged with stakeholders to gather requirements and provide expert advice on technical capabilities and limitations.
- Collaborated with stakeholders for requirements gathering, functional support, and enhancement recommendations.
- Assisted in presales activities by evaluating technical feasibility and estimating support effort requirements.
- Delivered outstanding customer service, providing technical support over the phone, and maintaining excellent telephone etiquette and professionalism
- Support presales activities with feasibility or effort assessments
- Proactively monitored system performance and optimized response times by analyzing recurring issues.
Senior Analyst (Production Support)
Dell International Services Pvt Ltd
04.2019 - 02.2021
- Provided system support, prioritized incidents, and participated in Major Incident Management (MIM) activities.
- Assisted in application upgrades, configuration changes, and troubleshooting failures in WebLogic 12c.
- Handle and solved all user incidents ticket, monitoring alert tickets, task ticket and work order (WOWs) within SLA targets
- Collaborate with global team members at different time zones and follow up on escalated issues where applicable
- Working together with audit team quarterly for tracing access that granted by team
- Respond and assist to customer inquiries and build lasting relationships with customer
- Working together with development team on incident ticket automation and service request automation to reduce volume of ticket and improve customer experience
- Upgrades Trade Applications to TLS 1.2 and enabling https with 443 port
- Configuration changes on Linux box, Windows Servers as well on Weblogic 12c
- Writing Bugs and support tickets using Service Now with collecting the required logs and providing correct workarounds for next step
- Troubleshooting the failures and do workarounds
- Fixed Implementation of change requests
Senior Process Associate
Tata Consultancy Services
08.2018 - 03.2019
Senior Analyst
GE SBI Cards.(Indussoft Pvt LTD)
06.2017 - 04.2018
Application Support L2
Flipkart India Pvt Ltd.(Instakart)
08.2015 - 08.2016
Application Developer
Mogae Media Pvt Ltd
06.2014 - 07.2015
Education
Master of Computer Applications - Computer Applications Development
Graphic Era Hill University
Dehradun05.2014
Skills
- SAP Commerce (Hybris) Support (L1/L2)
- Hybris Backoffice & HAC Administration
- Impex File Management & Data Imports/Exports
- System Monitoring & Log Analysis (AWS, Kibana, Splunk)
- Troubleshooting & Performance Optimization
- Incident Management (JIRA, ServiceNow)
- Agile Methodologies & SDLC
- E-commerce B2B & B2C Domain Knowledge
- Customer Support & Communication
- Presales Support & Effort Estimation
Accomplishments
I have been recognized as a “Star Performer” at Nagarro in 2021 for swiftly mastering new technologies and proactively resolving complex incidents.
Timeline
Senior Consultant (Support Lead)
HCL Technologies
08.2022 - 11.2023
Senior Support Engineer (Production Support)
Nagarro Software India Pvt Ltd
03.2021 - 07.2022
Senior Analyst (Production Support)
Dell International Services Pvt Ltd
04.2019 - 02.2021
Senior Process Associate
Tata Consultancy Services
08.2018 - 03.2019
Senior Analyst
GE SBI Cards.(Indussoft Pvt LTD)
06.2017 - 04.2018
Application Support L2
Flipkart India Pvt Ltd.(Instakart)
08.2015 - 08.2016
Application Developer
Mogae Media Pvt Ltd
06.2014 - 07.2015
Master of Computer Applications - Computer Applications Development
Graphic Era Hill University
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